Citi Group Enterprise Command Center Workflow Coordinator- Hybrid 

United States, Texas, Irving 

867993937

About Citi:

The ECCS Work Flow Coordinator is a team lead role in which required experience must fall within the Network Operations. 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.

Responsibilities:

• Provide daily operational oversight of all workflow to ensure the global staff is following the Command Center standard documented procedures.

• Provide technical expertise and act as a point of escalation for the staff and shift lead

• 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

• Provide Senior 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.

Qualifications:

• The working days will be Wednesday - Saturday 10:30am-11pm CST with every other Wednesday off

• 3+ years of hands on enterprise network operations support experience

• Advanced understanding of OSI model and troubleshooting of technology related issues

• Advanced understanding of network protocols

• CCNA - CCNP level knowledge and experience (at least 2yrs)

• 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

• Advanced familiarity with Cisco IOS and Nexus NX-OS

• Intermediate familiarity of Juniper JUNOS and Arista EOS

• Intermediate knowledge of load balancer technologies, familiar with F5 and Citrix Netscaler

Critical Competencies:

• 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

• Adhere to operating procedures and identify any breaches of the process in normal handling of incident tickets

• Execute network failovers for all routing protocols, especially BGP, OSP, and EIGRP

• Perform network checkouts

• Identify and remediate possible major impacting events within the network

• Work with vendors across the technology to provide the highest possible uptime rate of network services

• Quickly identify the layer 1 and 2 connections to an IP address

• Manage and assign all workflow throughout the shift

• Train junior team members on becoming qualified L1s

• Actively participate a major incident call as a network technical resource

We offer:

• Work in a friendly and diversified environment, appreciating differences in style and perspective and using them to add value to decisions leading to organizational success
• Management supporting balanced and agile work (flexible working hours, home office)
• A great environment for learning new technology and tools, online and instructor led training opportunities
• Working in a friendly, dynamic and multinational environment
• Opportunity to have an influence on the way you perform your tasks - our teams are constantly looking for new and better ways and we encourage all improvement ideas
• A chance to make a difference with various affinity networks and charity initiatives

Anticipated Posting Close Date:

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