Citi Group Desktop Operations Lead - Vice President MUMBAI 

Malaysia, Penang, George Town 

925224656

Responsibilities:

• Create complex project plans, perform impact analyses, solve/work high impact problems/projects, and provide resolution to restore services
• Provide Root Cause Analysis (RCA) post restoration of service
• Design testing approaches, complex processes, reporting streams, and assist with the automation of repetitive tasks
• Provide technical/strategic direction to team members
• Review requirement documents, define hardware requirements and update processes and procedures as necessary
• Ensure ongoing compliance with regulatory requirements
• Responsible for applications dealing with the overall operating system
• Conduct project related research
• 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:

• 13+ years of experience in Infrastructure Technology Domain with 8+ years of relevant experience in roles centered around infrastructure delivery (application hosting and/or end user services) with a proven track record of operational process change and improvement
• Understanding of how specialization within area contributes to the business and of competitors' products and services
• Ability to develop projects required for design of metrics, analytical tools, benchmarking activities and best practices
• Ability to work with virtual / in-person teams, and work under pressure / 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
• Ability to communicate technical concepts to non-technical audience

Education:

• Bachelor’s/University degree, Master’s degree preferred

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

• Manage End User Desktop Operations for the country across all Citi legal vehicles.
  This covers the whole estate of PC hardware – 32,000+ laptops, thin clients, desktops, etc and support for BYOD services.
• Manage a team of On-Site Desktop engineers to ensure successful delivery of end user support services to the India franchise
• Provide timely updates and installation of Operating System builds, AntiVirus, Vulnerability patching and App deployments.
• Provide technical support for problems related to OS and Core Apps.
• Co-ordinate with Desktop Engineering, Build and Expert Desktop teams for new deployments and troubleshooting issues.
• Track and deliver critical initiatives like Windows 11 migration, version upgrades, etc
• Perform Asset Management throughout the Asset cycle right from Procurement to disposal.
• Work with OEMs and Citi Procurement teams to update latest product catalogues.
• Work with Desktop Engineering team for evaluating new products and help with the certification process.
• Work with Build team to troubleshoot any build related issues and provide technical support to the site desktop teams.
• Work with Global and Regional Desktop teams to drive critical initiatives within the country.
• Drive End Of Support Refresh projects to ensure currency of desktop infra.
• Work with Regional Asset team to perform regular disposal of old assets as per global guidelines and policies.
• Provide On-Site End User support for Citi sites which include Citibank and other LVs like CSIPL and CFIL
• On-Site End-user Services support includes all aspects of IT needs for these users across PC, Phone, connectivity, Mail, Audio/Video, applications, Executive support, etc.

Key responsibilities

• Work closely with business users and seniors to understand their IT requirements and obtain feedback on services. Keep them informed of new initiatives, deployments, technological updates, etc via mails, meetings, and other means.
• Proactively engage with business partners and drive execution of End User Services roadmap. Act as advisor on how to leverage the available EUS services.
• Work with Risk and Controls team to ensure timely execution and submission of control self-assessments (CRC)
• Front-end Internal Audits pertaining to EUS and ensure timeliness, accuracy and completeness in submission of deliverables.
• Front-end regulatory audits from EUS perspective to provide walkthroughs of various systems and processes in co-ordination with global teams and the Risk and Control team. Ensure timely submission of deliverables.
• Oversee and support critical VC events for senior management including multi-party conferences and town halls.
• Oversee EUS team for FIFC – Corporate headquarters – provide operational/technical support and manage business escalations.

Time Type:

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