Job Description

The Manager is responsible for the management of the Global ATM Service Desk Operation and owns the daily support and management of the ATM Service from a maintenance, performance, and ticket management perspective for all Citi owned ATMs globally. 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. The manager will lead a team of professionals that support the ATMs on a 24/7 basis and work on strategic efforts to drive service improvements via measurements and KPIs. Full supervisory responsibility, ensuring motivation and development of team through professional leadership to include duties such as performance evaluation, hiring, etc. as well as direction of daily tasks and responsibilitiesResponsibilities:

• Oversee 100% of the requests, incidents and problems. Manage and coordinate urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Perform root cause analysis of escalated issues and communicate appropriately to all involved to reduce the risk of the issue reoccurring.

• Ensure data and trend analysis are performed daily weekly & monthly for each Team. Identify, measure, benchmark, analyze and perform regular review of capacity reports and Help Desk performance metrics, e.g. service availability, ticket volume, resolution rate, time to respond, time to resolution and change volume. Analyze results for trends, process improvement opportunities and staff training needs and take appropriate action to improve results. Monitor and manage phone queue (participating in escalated calls as needed). A consistent approach to reporting and managing the delivery of projects needs to be provided. Ensuring appropriate controls of resources and avoiding any unnecessary risk to the business.

• Develop, implement and continually refine and improve Operations and Help Desk procedures, standards, and policies to conform to best practices and SLAs. Identify technology gaps and research and evaluate potential solutions.

• Oversee Solutions knowledgebase and ensure top quality solutions are available to the staff. Develop, implement and continually refine and improve incident and problem management procedures and documentation to align Help Desk operations with best practices and addressing triage/analysis, response, resolution, escalation and communication. Advise senior management on situations that may require additional client support or escalation.

• Manage process for communicating outage/emergency activities to the organization. Coordinate with other IT departments and business stakeholders on technology deployments, system upgrades and maintenance outages. Communicate maintenance schedules, operational issues and impacts to IT management and business users. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information.

• Encourage communication of new ideas, solutions, suggestions and problems. Review for appropriate action or implementation. Participate in continuous learning and professional development.

• Appropriately 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.

• Lead / participate in strategic initiatives viz. Identify opportunities to reduce the Manual touch points, Enhancing controls through systemic enhancements, Identify Automation opportunities to simplify the process through VSM / lean initiatives resulting in productivity saves.

• Participate in leadership meetings & contribute valuable suggestions ensuring risks and control aspects are properly addressed.

• Manage a strong stakeholder connect through regular touchpoint meetings & monthly business review meetings.
• Ensure the COB strategies are managed well by proactive planning.

Team Management Responsibilities:

• Handle a team and ensure appropriate coaching & support is provided.
• Foster an environment of learning and development.
• Consistently work towards creating self-sustained team through cross training.
• Drive a strong emphasis on adherence to Citi culture, leading by example
• Ensure a robust performance management system is followed
• Drive the culture of team building / employee engagement activities to keep the morale of the team high always.
• Should have the ability to manage teams across locations

Qualifications:

• 12-15 years of overall experience with minimum of 4-6 years in technology infrastructure, production support/help desk and service request/queue management. Should be experienced in managing teams.
• Ability 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 to meet strict deadline.
• Effective written and verbal communication skills
• Effective analytic/diagnostic skills demonstrated ability to coordinate cross-functional work teams toward task completion.
• Superior organizational skills needed to manage several projects and follow-ups simultaneously.
• Ability to empathize with the clients, work well under pressure and demonstrate an articulate and methodical approach to Incident Management.

• Strong conflict management skills

Role expectations(preferable)

• MS Office Professional (All Flavors)
• XP/ Vista/ Windows 7 Desktop O/s
• MS Outlook / Exchange
• Good Understanding of TCP/IP/DHCP/DNS Networks
• Helpdesk / Call Management system
• Citrix Environment
• VDI (Virtual Desktop Infrastructure)
• Active Directory
• Other IT Support based qualifications / training
• Microsoft Qualifications

Education:

• Bachelors/University degree or equivalent experience

Shift Plan and Timing24*7 shifts - Rotation shifts, permanent night shifts and late-night shiftsWeekend working and rotational week offs, India & US holiday workingJob Family Group: TechnologyJob Family: InfrastructureTime Type: Full timeCiti 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 review .View the " " poster. View the .View the .View the

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