"TRC" supportis the first point of intake, triage, escalation, resolution, communication and tracking to resolution of automated and end-user generated events or tickets and component health check activities. TRC support is designed to be provided in order to rapidly respond to and resolve a majority of events or tickets using a largely scripted response, and tools including documents referred to as knowledge objects ("Knowledge Objects"). TRC support will also perform routine service health-checks and post-change service verification activities. This role needs to ensure TRC function is adopted across Wealth DevOps and able manage TRC Team.
Responsibilities
Strategize and devise plans for achieving the service level objectives.
Monitor the progress of project activities and deliveries.
Conduct periodic meetings with the team to understand the status of planned project tasks, address the challenges, risks and issues faced by the team
Report key highlights and accomplishments on a periodic basis
Participate at the Service Improvement Maturity Process to achieve or enhance business goals.
Review the effectiveness of TRC operational maturity periodically.
Drive the resolution of Major and Standard Incidents to closure.
Ensure proactive detection of Major incidents through alerts.
Assess the impact through monitoring tools during a major incident
Communication of Major incident status update over the approved channels
Oversee the validation of changes/patches and escalate issues identified during checkouts.
Ensure that the Knowledge articles are updated periodically to keep them relevant and current.
Working knowledge of the various technologies involved in Support.
Knowledge of the monitoring toolsDesign Thinking and Thought Leadership
Skills
Functional Proficiency: Expert in Development Life Cycle, Implementation, Support and have good knowledge on Environment Management with the operating systems, software applications, and networks Wealth Technology uses.
Domain Knowledge.Must have deeper understanding of Citi Private Banking Applications, Data Flows, Connectivity and functionality knowledge.
Technical Skills.Should be expert knowledge on Middleware Technologies, Application Servers, Web Servers, ETL, Abinitio, Oracle, BI Tools.etc, which ever used in Wealth Technology.
Service Management & Reporting.Strong Service Management, Incident, Problem, Change Management experience. Able to generate metrics and drive team towards improving Service Performance.
Problem-Solving Skills:Ability to diagnose issues based on standard operating procedures. This includes troubleshooting skills that help in identifying, analyzing, and resolving easy to moderate problems.
Communication Skills:Strong verbal and written communication skills are crucial for documenting issues, explaining technical details in a non-technical manner to users, and collaborating with team members.
Customer Service Orientation:Ability to provide helpful and courteous service to users, understanding their problems, and maintaining patience and professionalism in stressful situations.
Understanding of Observability Principles:Knowledge of the core concepts and components of observability, including metrics, logs, and traces, and how they contribute to diagnosing and resolving issues.
Monitoring Tools and Technologies:Familiarity with monitoring solutions and platforms (e.g., Splunk, AppD) used to collect, analyze, and visualize metrics.
Site Reliability Engineering.Good knowledge on Site Reliability Engineering concepts able to be understanding SLI, SLO, Error Budget calculations and concepts.
Time Management and Prioritization:Efficiently managing one's time and prioritizing tasks is important, especially when dealing with a high volume of support tickets. Make sure team is always motivated.
Learning and Adaptability:Being proactive in learning new technologies, applications, and processes, as well as adapting to changes in tools or procedures.
Qualifications:
More than 12 years of experience at least 4 years of relevant experience in Wealth Technolgy domain as Lead.
Experience working in Financial Services or a large complex and/or global environment
Project Management experience
Bachelor's degree/University degree or equivalent experience
Master's degree preferred
------------------------------------------------------
Job Family Group:
Technology------------------------------------------------------
Job Family:
Systems & Engineering------------------------------------------------------
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.
Citigroup Inc. and its subsidiaries ("Citi") invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity reviewAccessibility at Citi.
View the "EEO is the Law" poster. View theEEO is the Law Supplement.
View theEEO Policy Statement.
View thePay Transparency Posting
