Citi Group BANAMEX - Enterprise Telephony Traders 

Mexico, Mexico City 

617146152

Responsibilities:

• Create complex project plans, perform impact analyses solve/work high impact problems/projects, and provide resolutions to restore services
• Drive Root Cause Analysis (RCA) post restoration of service
• Design testing approaches, complex processes, reporting streams, and create automation of repetitive tasks
• Review requirement documents, define hardware requirements and examine and update processes and procedures as necessary
• Provide technical/strategic direction and act as advisor/coach to lower level analysts
• Develop projects required for design of metrics, analytical tools, benchmarking activities and best practices
• Responsible for overall operating system applications
• Contribute to technical direction and strategic decisions
• Has the ability to operate with a limited level of direct supervision.
• Can exercise independence of judgement and autonomy.
• Acts as SME to senior stakeholders and /or other team members.
• 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.

Qualifications:

• 5-8 years of experience in Infrastructure Technologies delivery with a proven track record of operational process change and improvement
• Ability to communicate technical concepts to non-technical audience
• Ability to work with virtual and in-person teams, and work under pressure or to a deadline
• Experience in a Financial Services or large complex and/or global environment preferred
• Effective written and verbal communication skills
• Effective analytic/diagnostic skills

Education:

• Bachelor’s/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Knowledge/Experience:

• Possesses intermediate knowledge of the technology infrastructure supported by the Voice Operations.
• Possesses the necessary technical skills and managerial acumen required to drive critical issues to resolution through direct engagement and collaboration with partner organizations across CTI.
• 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.
• 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.
• 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.
• 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.
• Conversational English

Time Type:

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