ROHQ - CTI - GBMS Infrastructure Tech Analyst Level 1 Support - C11 City of Taguig, Philippines 12/09/2019 at Citi


City of Taguig, Philippines
KEY RESPONSIBILITIES:
  • To act as the first point of interaction with users on new and existing applications in the event of a query or an issue. We facilitate incident triage addressing customer concerns and timely transfer of incident tickets to the appropriate support groups to fulfill requests quickly resolve incidents
  • You will be a member of the multi-disciplinary team that supports all Citi lines of businesses for services like User Acceptance Testing Production Job Scheduling Storage and Archival of statements and reports File Transmissions.
  • We will assist all new application and support teams on onboarding new users. We will also drive User Pilot Programs & Presentations build user-community training/end user education through lunch and learn sessions and craft self-service training materials. You will identify process improvement areas and initiate steps to improve on these areas and where possible - automate.
  • Provide 24*7 onsite support thru full-time shift roster
  • You will provide service quality metrics by building data collections reporting scripts and create analytics to improve operations. You will create technical support documents and Global Process Control Manuals. This includes local administration of internal SHAREPOINT websites.
  • We need to ensure all internal/external audits meet satisfactory levels across the enterprise by supporting compliance processes & requirements. You will also participate in monthly and quarterly compliance tasks
  • We will be advocates of the global strategy by developing our highly-collaborative workforce to use global standard tools and processes.

KNOWLEDGE/EXPERIENCE:
  • Experience supporting IBM Tivoli Workload Scheduler CA Workload Automation Autosys Edition IBM Report-On-Demand and Connect: Direct applications
  • A sound history of building good teamwork with customers and strong customer focus
  • Confidence and previous experience of representing the needs of their group and presenting to senior management
  • Capability to absorb and understand technical information and demonstrates good judgment and “business sense” in choosing alternatives and making final decisions
  • Accurately anticipates and identifies problems/issues and resolves possible causes generates and carries out solutions
  • Excellent customer and team management skills
  • Able to develop excellent reports and influence the decision of senior management to deliver improved services for our customers
  • Knowledgeable of Lean Six Sigma or Citi Lean Methodology
  • Ability to adapt to changes quickly
  • Experience in working with a large Data Centre environment
  • Experience of interacting with a wide range of teams and individuals at various levels.
  • Proven track record of trouble shooting and problem solving in a pressured environment

SKILLS:
  • Hands on experience with UNIX Shell scripting (sh ksh csh) Perl & CGI HTML is an advantage
  • Adequate knowledge of LINUX AIX & Windows O/S and Microsoft Project is a plus
  • Applied skills in running AutoSys on UNIX/Wintel Platforms Oracle relational DB Sybase
  • Ability to progress complex tasks either as part of a team or working alone.
  • Ability to communicate well across all levels (written and verbally) Ability to represent the team and wider Data Centre in key planning sessions with CATE (Citi Architecture & Technology Engineering) and Business representatives

QUALIFICATIONS:
  • BSc/BA degree or equivalent combination of education/experience.
  • ITIL certification desirable
  • ------------------------------------------------ Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - PH
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