Job Description

The Support Analyst C09 is an entry level role responsible for performance and ticket management of Citibank\xe2\x80\x99s ATMs located globally. As a member of a dynamic team this position provides escalated support to all ATMs being centrally monitored. This role will interface with various Citigroup technology and operation teams globally while simultaneously directing vendors and other various support teams on current statuses of ATMs, providing end to end ticket oversight, and ultimately the final resolution to all issuesResponsibilities:Subject Matter Experts (SME) may be required to support training of new or existing staff.Manage multiple avenues of issues thru monitoring, email, & phone to ensure business expectations for service standards are met.Organize service provider meets when required to ensure maximum ATM uptime and contractual service requirements are met.Manage assigned ticket queue and track issues to closure within the Service Level Agreement.Report and follow-up aging and reoccurring ATM issues.Assist with maintaining procedure documentation as it applies to specific countries.Effectively communicate issues and status updates with business users, service providers, and management teams.Perform remediation of incidents and problems using canned monitoring tool functions and procedure documentationReview metrics (Spreadsheets, Data Trending/Analysis, Database) as needed.Be the technology advocate for the businesses and/or customers we support.Take ownership in reviewing our current workflow processes to ensure their accuracy, identify ways to improve effectivenessFoster teamwork, share knowledge with peers and eliminate silos.Any other responsibilities assigned by Lead or Manager to support the ATM Team or individual growth.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.Qualifications:4-6 years of experience in technology infrastructure, production support/help desk and service request/queue managementExperience in BFSI or a large complex and/or global environment preferredAbility to manage multiple issues in fast-paced, pro-active, team oriented, possess excellent social skills, and technological expertise necessary to diagnose and resolve issueAbility to follow complex and unique processes and adapt to change rapidly.Superior organizational skills needed to manage several issues and follow-ups simultaneously.Effective written and verbal communication skillEffective analytic/diagnostic skillsEducation:Bachelor\xe2\x80\x99s/University degree or equivalent experienceRole 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 workingThis 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: 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\xe2\x80\x9d) 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

Citigroup