Citi Group Technology Infrastructure Shift Lead - C12 HEREDIA 

Costa Rica 

133692817

Technology Infrastructure Shift Lead C12 (Workflow Coordinator, WFC)

The Technology Infrastructure Support Shift Lead plays a central role in managing and overseeing operational shifts, ensuring effective command and control over shift activities in the global technology operations under their responsibility. Operating within a follow-the-sun model, WFCs are responsible for assigning and monitoring work across the globe, with technical resources distributed across regional sites (NAM, EMEA, LATAM, APAC). Focused primarily on shift management and operational oversight, WFCs ensure service levels and metrics are met while maintaining accountability for technical support operation, which is executed by a series of global resources, from junior technical analysts to advanced technical analysts, during the shift.

Key Responsibilities

1. Shift Management and Command Control

• Command Over Shift Operations: Lead and direct shift activities, maintaining an active overview of operations and ensuring alignment with operational objectives.
• Serve as the operational authority during shifts, overseeing all incident management and task assignments.
• Act as the decision-maker on incident escalations, managing risks and ensuring seamless resolution of high-impact issues. Engage higher level support, Platform leads, upper management, and other stakeholders when required.
• Team Assignment: Assign incident queues, tasks, and responsibilities to technicians, optimizing workload distribution and supporting team capacity.
• Regional Coverage: Coordinate with other Shift Leads, ensuring continuous handover and seamless transition of operations between shifts.

2. Operational Oversight and SLA Fulfillment

• SLA Metrics and Performance: Track SLA metrics and other key performance indicators (KPIs) to ensure adherence to operational standards and client requirements.
• Issue Resolution Oversight: Monitor incident queues and ensure that incidents are addressed promptly, engaging Advanced Technicians as needed for complex cases.
• Service Delivery Standards: Maintain accountability for high service delivery quality, addressing any delays or issues proactively and escalating as necessary.

3. Shift Assignment and Workload Management

• Workload Management: Oversee workload assignment across the shift, adjusting as needed based on incident volume and operational demands.
• Task Delegation: Delegate technical responsibilities to Advanced Technicians, who act as technical leads, while focusing on operational oversight and shift management.
• Incident Queue Monitoring: Monitor incident queues to ensure effective queue management, prioritization, and timely resolution.
• Continuously assess workload distribution and shift dynamics, reallocating resources as necessary to maintain optimal shift efficiency.

4. Shift Handover and Regional Coordination

• Handover Documentation: Ensure smooth handover between regions at shift change, documenting ongoing incidents, tasks, and any escalated issues.
• Cross-Region Communication: Act as the primary communication point for cross-regional shift transitions, collaborating with WFCs in other regions for consistent service.

5. Reporting and Real-Time Operational Insights

• Shift Performance Reporting: Provide end-of-shift reports detailing SLA adherence, incident resolution times, and any outstanding operational challenges.
• Incident Escalation: Escalate critical incidents to Platform Leads or senior management when additional oversight is required.
• Data and Analytics Integration: Use data insights to inform operational adjustments and optimize future shifts.

6. Global and Local Shift Leadership

• Balance global workload assignment with local task distribution, coordinating with Local Shift Leads for seamless task flow within each region.

7. Critical Task Approval and Decision-Making

• Approve high-risk actions such as main circuit failovers, verifying preconditions to minimize potential disruptions.
• Log critical approvals and actions in incident records, ensuring compliance and providing documentation for post-incident reviews.
• Ensure timely and accurate communication with keyholders, including other support groups, escalations groups, applications teams, managers and others as required.

Qualifications

• 5+ years of hands-on enterprise infrastructure operations support in a global environment.
• Experience managing global technical resources, including workload assignment and oversight
• Experience in troubleshooting of multiple technologies and related issues.
• Able to work well in a fast-paced environment and be comfortable in stressful situations
• Can effectively communicate with both management as well as non-technical personnel on any technology issue to ensure they understand the nature of the issue and current statue easily understood on any outage conference calls
• Detail oriented self-motivated goal driven
• Adhere to operating procedures and identify any breaches of the process in normal handling of incident tickets
• Work with vendors across the technology to provide the highest possible uptime rate of Infrastructure services
• Good English command.
• Technical knowledge in one of the technology domains such as Networking, Servers, Cloud and others:
  • CCNA - CCNP level knowledge and experience or equivalent (at least 2yrs)
  • Advanced familiarity with Cisco IOS and Nexus NX-OS. SDWAN preferable Cisco (Viptela).
  • Intermediate familiarity of Juniper JUNOS and Arista EOS
  • Intermediate knowledge of load balancer technologies, familiar with F5 and Citrix Netscaler
  • Resident expert on how to troubleshoot and resolve hardware issues across all vendors (Cisco, Nexus, Arista, Juniper, F5, Citrix, Checkpoint, Palo Alto)
  • Perform hardware replacements for any environment, including critical environments
  • Troubleshoot software or configuration related issues for Cisco, Nexus, Arista, and Juniper devices
  • Execute network failovers for all routing protocols, especially BGP, OSP, and EIGRP
  • Working knowledge of the following platforms: Amazon Web Services, Linux, Windows Server, Exchange.
  • IT problem management or error handling skill would be an advantage.
  • Background in operating distributed services within international, dynamic environment is preferred.
  • ITILv4 knowledge is required
  • IT infrastructure related technical certifications preferable.
  • Experience with process improvement methodologies.

If you will impress us during the interview but do not meet these criteria, we will still consider you for the role, if you have the necessary skills and experience.

Time Type:

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