Citi Group Infrastructure Senior Tech Analyst - C12 CHENNAI 

India, Tamil Nadu, Chennai 

596224213

At the Citi Technology Infrastructure (CTI) Global Production Operations we operate multiple services and technologies and are currently seeking a talented person to run our operations within Network & Distributed technology as a key part of the CTI Enterprise Command Centre Operations Team. As the Workflow Coordinator/Shift Lead you will run and oversight functions providing Service Monitoring, Level 1 and Level 2 Infrastructure Support and Change Implementation. This is all done from our state-of-the-art regional Command Centre in partnership with the Workflow Coordinators, Staff Managers and the Network/Distributed Team in cooperation with our other Operations centres located in North and South America, Europe and Asia. This role will have a direct reporting line into Regional Platform Head to promote collaboration and consistency. This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Role and Responsibilities:

In this role you will be responsible for coordination of your shifts global staff (30+ engineers) and service oversight to ensure that operational aspects of the service delivery are being completed on time.

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

Knowledge, Skills and Competences:

• Problem solving, methodical with analytical skills. High energy with ability to adjust changes
• Able to communicate technical terminology at the appropriate level to the audience
• Good organizational and coordinating skills, able to set priorities
• High-reaching and with dedication towards continual growth and self-improvement
• Good time management skills with high sense of urgency and dedication
• Clear personal work ethic that inspires quality and enthusiasm
• Resilient and highly responsive in overcoming adversity
• Ability to work through a multitude of challenges/obstacles to achieve the desired result
• Ability and willingness to operate within tightly controlled operational procedures

Experience & educational preferences:

• Operations support experience is required. Network technical knowledge at CCNA level is required
• Distributed knowledge related to servers is required. Understanding of a multilayer environment is helpful
• Bachelors/master’s degree is preferred.

Time Type:

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