Citi Group Infra Intmd Systems Analyst - C11 CHENNAI 

India, Tamil Nadu, Chennai 

466591833

Responsibilities:

• First point of escalation for team and procedural issues. Provides guidance and instructions to team members and is the primary escalation contact for customer concerns
• Will stretch beyond standard work hours based on escalated issues and support needs.
• Handle all escalated employee concerns ensuring standardization of processes for supporting ATMs
• Coordinate and work with staff to ensure assigned ticket queue is effectively worked within the service level agreement standards.
• Resolve standard issues using business / system processes and industry standards; analyze more complex issues, escalating as needed
• Work in conjunction with peers and other team members to effectively support our complex model.
• Report and follow-up on aging and reoccurring problems.
• Evaluate issues using existing procedures or similar/related experiences; recommend and implement solutions
• Effectively communicate issues and status updates with business users, service providers, and management.
• Exchange ideas and information concisely and clearly
• Acts as SME to senior stakeholders and /or other team members.
• Responsible for the escalation management for the applications and ATM outages
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
• Support onboarding of all new countries or any conversions that would impact ATM support.

Qualifications:

• 8-10 years of overall experience with minimum of 2-4 years in technology infrastructure, production support/help desk and service request/queue management

• Ability to manage multiple issues in fast-paced, pro-active, team oriented, possess excellent social skills, and technological expertise necessary to diagnose and resolve issues
  • Experience in BFSI or a large complex and/or global environment preferred
  • Ability to develop projects required for design of metrics, analytical tools, benchmarking activities and best practices
  • Ability to work with virtual and in-person teams and work under pressure or to a deadline
  • Effective written and verbal communication skills
  • Effective analytic/diagnostic skills

DECISION MAKING

Role expectations(preferable)

• Trouble Ticketing systems
• Monitoring Tools
• Network Protocols
• LAN/WAN knowledge
• TCP/IP
• Internet/Browsers
• Spreadsheets
• MS Exchange
• Microsoft Office Suite (i.e., Word, Excel, Access, Outlook, Project)

Education:

• Bachelor’s/University degree or equivalent experience

Shift Plan and Timing

24*7 shifts - Rotation shifts, permanent night shifts and late-night shifts

Weekend working and rotational week offs, India & US holiday working.

Time Type:

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