Roles & Responsibilities:
- Provide Tier I Technical Support for Citi's global technology infrastructure.
- Resolve simple, automated and scripted incidents
- Execute/Coordinate or implement simple, automated and scripted changes for infrastructure requests.
- Provide timely response to phone calls into the Command Center Technical Support hotline from internal colleagues within CTI, Citi business clients, vendors, and technology teams.
- Troubleshoot and provide client support for technology and infrastructure issues.
- Recognize severe events as they occur and engage Command Center Management immediately upon awareness of severe technology degradation.
- Document and update incident technical details into ServiceNow ticketing system.
- Escalate issues to Tier II support if unable to resolve through initial troubleshooting that are within the Command Center operating procedures.
Propose new process steps or optimize the existing process thereby bringing benefit to operations.
- 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.
- Have a continuous improvement mindset and look forward to improvement areas and automate the redundant process, if any.
Qualifications:
8+ years of hands on enterprise distributed operations support experience
Advanced understanding of distributed servers and troubleshooting of technology related issues
Intermediate understanding of batch operations in distributed space
Good knowledge of ITIL process
Able to work well in a fast paced environment and be comfortable in stressful situations
Can effectively communicate with both management as well as non-technical personnel on any technology issues encountered
self-motivated, goal driven and quick learner
Knowledge of ticketing tools like ServiceNow is a plus.
**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.
- **Job Family Group**:
Technology
- **Job Family**:
Infrastructure
- **Time Type**:
Full time
- Citi is an equal opportunity and affirmative action employer.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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View the **EEO is the Law Supplement**.
View the **EEO Policy Statement**.
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