The selected person will join the Citi's Global Dialer Support team based in NA. The person in this position will be responsible for Infrastructure and application support of the Aspect Centralised Dialer Platform.
The team covers day-to-day L3 support and performance monitoring activities works closely with partners to ensure highest possible service availability and optimal TCO for managed systems.
The team also provides SME expertise to other support teams and supplements project initiatives performed by the build team
This position will require individuals to develop support policies identify controls and work with members of a global team on tactical initiatives to mitigate manage the environment.
This person will play a role in oversight of control responsibilities and process whilst managing the customer experience and operational productivity.
* Troubleshooting problems and managing escalations. Provide solution for issues in timely manner. * Technical leadership for incidents diagnosis and determining the most effective way of resolving problems and execute effective root cause and lessons learned strategies that drive continuous improvement. * Design reviews assistance with Build designs and providing guidance related to the managed systems. * Coordinate testing of installed solutions in the production environment * Manage vendor interaction and activities perform service reviews * Drive automation initiatives for the system maintenance activities * Direct liaison with other development and support teams locally and globally * Identify emerging risk and threats and implement strategies/ controls to mitigate them. * Support the implementation of the solution refresh initiatives and technologies that drive better service efficiencies for customers. * Participate in regional 24x7 oncall rota support cover
* Good understanding of telephony and TDM fundamentals relational databases SAN * Good understanding of Windows and Linux OS * Some understanding of Dialers cadence analysis S7 signalling * Some basic knowledge of Session Border Controllers SBC * Good understanding of TCPIP and SIP/ VOIP/ RTP and Voice Codecs * Good understanding of virtualization technologies (VMware) and cloud implementations * Development skills as additional advantage (simple scripting i.e. PHP Powershell Python /automating the workflows) * Strong communication organization time management and planning skills * Strong problem-solving skills and analytical approach * Strong team-player and collaborator * Fluent English written and spoken
* Exposure to teams and people throughout the Global Citi environment -- EMEA APAC LATAM NA regions. * Opportunity to increase knowledge gather further experience within the Contact Center and OMNI channel convergence technologies space and exposure to other various voice products within a bank with global worldwide presence
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Citigroup is a company providing financial products and services.