Citi Operational Manager in Heredia, Costa Rica
Primary Location: Costa Rica,Heredia
Education: Bachelor's Degree
Job Function: Technology
Shift: Day Job
Employee Status: Regular
Travel Time: No
Job ID: 17047240
The Command Center Services Operations Manager manages the global infrastructure that the Command Center support providing oversight of daily operations, ensures analysts adhere to standards and provides technical oversight for both Distributed and Network Operations. Required experience must fall within one of the following disciplines: Network, Voice, Perimeter Security, or Distributed Systems (ie Wintel/UNIX service administration).
The individual in this position is expected to understand and follow CTI Command Center Operations operating procedures, daily support practices, major incident support, etc. and provide feedback to the leadership team, for the purpose of continuous service improvement and operational excellence. Maintaining an awareness of all Command Center workflows and automation/efficiency opportunities, they should be able to provide input to management on automation enhancements and workflow optimization opportunities.
It is expected that the candidate has demonstrated historical competency in one of these disciplines while also has the technical aptitude to progress towards cross disciplinary technology operations support.
In conjunction with this, they must drive operational efficiencies by using a wide range of tools available within CTI Command Center Operations. Maintaining an awareness of all Command Center workflows and automation/efficiency opportunities, they should be able to provide input to management on automation enhancements and workflow optimization opportunities.
Functional Role & Responsibilities:
•Provide daily operational oversight to ensure the global staff is following the Command Center standard documented procedures.
•Facilitate daily workflow distribution amongst the available staffing base for specific command center function (ie Service Monitoring or Level 1). This includes handling workflow re-allocation in response to dynamic operational needs or unexpected staffing challenges while maintaining minimum coverage levels for the function or engaging management for escalation.
•Oversee and manage platform’s call volume, abandoned time, and available skills.
•Oversee and manage platform’s ticket queues for proper ticket triage and resolution of tickets in proper priority. Ensure process is being followed according to escalation and resolution of tickets.
•Serve as the initial consultation point for operational calls regarding COB, Major Incident conference calls, major releases, etc.
•Assist and follow-up for incident investigations to determine possible impact or risk. Major Incidents (MIM). Operations Manager will be tasked to prepare the Major Incident Process (MIP) timeline.
•Provide managerial insight for support analyst’s phone calls for expertise knowledge of the platform and mediate any issues between Command Center and customer.
•Conduct daily huddles with the staff to discuss individual and team metrics and provide updates.
•Foster a collaborative work environment and maintain a floor presence and approachability that enhance the performance of the team and maintain a culture of operational excellence
•Assist in escalations and senior/executive management communications during high severity incidents
•Ensure evidence and testing is submitted regarding any of the platform’s controls for MCA.
•Provide Tier I Technical Support for Citi’s global technology infrastructure.
•Resolve simple, automated and scripted incidents
•Execute or implement simple, automated and scripted changes or infrastructure requests.
•Provide timely response to phone calls into the Command Center Technical Support hotline from internal colleagues within CTI, Citi business clients, vendors, and technology teams.
•Troubleshoot and provide client support for technology and infrastructure issues.
•Recognize severe events as they occur and engage Command Center Management immediately upon awareness of severe technology degradation.
•Document and update incident technical details into ServiceNow ticketing system.
•Escalate issues to Tier II support if unable to resolve through initial triage and troubleshooting that are within the Command Center operating procedures.
•Communicate with Command Center Management to provide frequent status updates regarding technical issues and status of the remediation efforts.
•Execution of standard operational processes which involve technology and client interfaces.
Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management.Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.
Citi’s Mission and Value Proposition at http://www.citigroup.com/citi/about/mission-and-value-proposition.html explains what we do and Citi Leadership Standards at http://www.citigroup.com/citi/about/leadership-standards.html explain how we do it. Ourmissionis to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients’ and the public’s trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities.
Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop to are widely available to all.
•Bilingual (English and Spanish) Required
•Effective prioritization skills and high energy.
•Ability to work in a fast-paced operations environment.
•Ability to work under pressure with conflicting priorities and a fluctuating and potentially voluminous operational workload.
•Ability to articulate technical information to large audience with various levels of technical knowledge base, including a business management audience that may lack a deep technical understanding of internetworking technology solutions.
•Ability to drive communication between Command Center business lead and IT.
•Must exhibit sound and comprehensive communication and diplomacy skills to exchange complex information with inherent confidence.
•High sense of urgency and commitment to exceeding customer expectations.
•Strong personal work ethic that inspires excellence and enthusiasm amongst peer group.
•Resilient and highly responsive in overcoming adversity.
•Ability to work through a multitude of challenges/obstacles in order to achieve the desired end result.
•Ability to provide clear and detailed documentation of all technical troubleshooting tasks performed on all incidents in order to maintain proper continuity in a 24x7 operations center environment.
•Ability and willingness to operate within tightly controlled operational procedures.
•Proficiency in managing customer satisfaction requirements within the confines or operational procedures to achieve a suitable outcome for all stakeholders.
•Demonstrated technical competencies and history of increased responsibilities during previous job responsibilities.
•Strong dedication towards continual growth and self-improvement including year-over-year progression in industry certifications and overall technical proficiencies and knowledge base.
•Strong analytical, organizational, written and interpersonal skills.
•Possesses intermediate knowledge of the technology infrastructure supported by the Command Center.
•In-depth knowledge of CA Workload Automation (Autosys)
•In-depth knowledge of UNIX and Windows systems
•In-depth knowledge of Distributed MQ Platform
•Understand functionality of monitoring tools such as IBM Tivoli Netcool
•Ability to understand dependencies in batch scheduling tools and take remediation efforts, if deemed necessary.
•Familiarity of PC skills including Microsoft Office Products
•3-5 years of Networking experience
•Cisco or Juniper certifications
•Ability to communicate clearly and lead audio meetings
•Knowledge of multiple technologies including networking, voice, perimeter, riverbed, etc.