This position manages projects process improvements staff and automation initiatives within the platform. This individual interfaces with senior managers providing advance technical insight identifying operational efficiencies and improvement. All technical staff report the Regional Platform Lead. The Regional Platform Lead position matrix reports to the Global Platform Lead.
The individual in this position is expected to understand and follow CTI Command Center Operations operating procedures daily support practices major incident support etc. and provide feedback to the leadership team for the purpose of continuous service improvement and operational excellence.
In conjunction with this they must drive operational efficiencies by using a wide range of tools available within CTI Command Center Operations. Maintaining an awareness of all Command Center workflows and automation/efficiency opportunities they should be able to provide input to management on automation enhancements and workflow optimization opportunities.
Functional Role & Responsibilities:
* Bachelor's degree or work experience equivalent required. * 6+ years' of experience in IT industry required. * Management experience in IT required; distributed environment preferred. * Provide detailed analytics for the Global Command Center and Core Infrastructure Teams to be able to utilize. * Initiate and provide insight for projects with the CC Operational Support group to better the regional Command Center Services' operations. * Provide operational oversight regarding platform operations by ensuring correct procedures are being followed per the CC standards. * Assist on infrastructure projects to deliver additionally Service Monitoring and Level 1 support for the Core Infrastructure teams. * Communicate and work with counterparts across the other regions to ensure consistency is achieved across the Command Center technology platforms * Assist in creating consistent training for all functions within the individual's aligned platform regionally/globally for Service Monitoring and Level 1. * Individual will be tasked with ensuring operational training material are current with the daily operations and communicated to the CC Training team to update in timely manner. * Communicate with Command Center Management to provide frequent status updates regarding technical issues and status of the remediation efforts. * Execution of standard operational processes which involve technology and client interfaces. * Handles and helps with any issues (i.e. HR personal etc.) the support analyst are experiencing * Recruit and retain proper staffing levels for the platform in the Command Center. Ensure bench is fully staffed. * Properly prepare new hires to have all required accesses/privileges and are well prepared for training needed to start role. * Conduct one-on-one's meetings to foster the development discuss goals and performance of every individual. * Maintain daily platform staff levels are adequate which includes analyst's vacation COBs etc. If staffing levels are insufficient remediate the issue to get the correct number for the staff to ensure operational efficiency. * Responsible for coordinating and running weekly staff meetings.
* Ability to learn quickly and retain technical information * Ability to work in a fast-paced technology operations environment. * Ability to work under pressure with conflicting priorities and a fluctuating and potentially voluminous operational workload * Ability to positively interact with peers and senior management * Good written and verbal communication skills * 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 and willingness to operate within tightly controlled operational procedures * Proficiency in managing client satisfaction requirements within the confines or operational procedures to achieve a suitable outcome for stakeholders * Strong analytical organizational written and interpersonal skills
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.
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