This is an Sr SupportAnalyst role responsible for assisting the daily performance and ticket management of Citibank's ATMs globally.This position will support teams and develop training modules in support of managing the ATM fleet from a Maintenance, performance and ticket management perspective. This role will interface with various Citigroup technologies for management, and operations teams while simultaneously directing staff on best practices for handling internal procedural and systemic issues.Responsibilities:First point of escalation for team and procedural issues. Provides guidance and instructions to team members and is the primary escalation contact for customer concerns.Will stretch beyond standard work hours based on escalated issues and support needs.Handle all escalated employee concerns ensuring standardization of processes for supporting ATMs.Coordinate and work with staff to ensure assigned ticket queue is effectively worked within the service level agreement standards. Resolve standard issues using business / system processes and industry standards; analyze more complex issues, escalating as needed.Work in conjunction with peers and other team members to effectively support our complex model.Report and follow-up on aging and reoccurring problems.Evaluate issues using existing procedures or similar/related experiences; recommend and implement solutions.Effectively communicate issues and status updates with business users, service providers, and management.Exchange ideas and information concisely and clearlyActs as SME to senior stakeholders and /or other team members.Responsible for the escalation management for the applications and ATM outagesAppropriately 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.Support onboarding of all new countries or any conversions that would impact ATM support.Qualifications:8-10 years of overall experience with minimum of 2-4 years in technology infrastructure, production support/help desk and service request/queue managementAbility to manage multiple issues in fast-paced, pro-active, team oriented, possess excellent social skills, and technological expertise necessary to diagnose and resolve issues.Experience in BFSI or a large complex and/or global environment preferred.Ability to develop projects required for design of metrics, analytical tools, benchmarking activities, and best practices.Ability to work with virtual and in-person teams and work under pressure or to a deadline.Effective written and verbal communication skillsEffective analytic/diagnostic skillsEducation:Bachelor's/University degree or equivalent experienceDecision MakingThe shift lead must be able to determine the extent of the problem and ensure that proper notification/escalation procedures are followed. In addition, after the trouble has been resolved, he/she must analyze and present data to explain the cause and steps to prevent reoccurrence. He/she must be able to manage trends or alerts to identify the underlying issue and initiate standard remediation. He/she must perform all mandated processes, administration, compliance, & attestation related activities within the defined timeline to ensure the department remains audit compliant. He/she must take ownership and accountability of your own deliverable actions. The analyst should demonstrate the ability to work in a high volume, pressured, support Team, and financial organization.Role expectations(preferable)Trouble Ticketing systemsMonitoring ToolsNetwork ProtocolsLAN/WAN knowledgeTCP/IPInternet/BrowsersSpreadsheetsMS ExchangeMicrosoft Office Suite (i.e., Word, Excel, Access, Outlook, Project)Shift Plan and Timing24*7 shifts - Rotation shifts, permanent night shifts and late-night shiftsWeekend working and rotational week offs, India & US holiday working.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.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
