Description:

Operations RepresentativeService Quality Program: Platform for Growth -Business Command Center/Incident Management - Support Analyst

Business Overview:
The GTS Service Quality Program - Platform for Growth supports the three Citigroup GTS Business organizations of Cash, Trade and Securities globally. Business Command Center and Monitoring is one of five workstreams chartered to improve the quality of our technology service offerings through the following initiatives:Creation of a Global Business Command Center
Implementation of E-2-E Business Process Monitoring
Creation of a globally consistent Incident Management process

Position Description:
A Business Command Center - Support Analyst for the GTS Service Quality Program: Platform for Growth will assist in the running and management of the Command Center and all related systems. The Command Center functions as a monitoring unit for all operational processing and technology related functions. This includes availability of all core banking systems, technology infrastructure and processes that support and maintain GTS systems running on a 24x7x365 basis. This individual will be responsible for detection and avoidance, command center security, incident response, coordination, and emergency communication. In addition, this individual will be responsible for high level trouble shooting and issue resolution on a broad range of software applications, platforms, and networks.

The individual must be willing to listen, diagnose, and escalate issues in an efficient and timely fashion providing superior quality and excellence to our customers. It is expected that the BCC Support Analyst will possess and develop over time a unique overall set of general and specialized skills that will compliment the overall skill set of the support organizations.
Primary Responsibilities:
Responsibilities include, but are not limited to:Monitoring of backend banking applications, infrastructure, and operations
Monitoring of data integrity for GTS business process/application flows
Monitoring of system and service availability
Level 1 troubleshooting and analysis
Incident detection, documentation, communication and coordination
Management of escalation processes to ensure efficient, timely, high quality support is provided in response to any inquiry or problem received
Enforcement of BCC policies and procedures
Other duties as requested or assigned

Specifications / Qualifications:

The ideal candidate will have the following attributes:

Experience:Post Secondary/University education or equivalent work experience required
Minimum 2-3 years experience developing and maintaining process, policy, and procedural documentation
Minimum 2-3 years experience monitoring/managing high availability business processes and applications
Minimum 2-3 years working experience monitoring/managing critical technology infrastructure components (e.g., servers, storage, network and/or mainframe)
Experience working experience with one or more of the following software suites a plus: Systar (Business Activity Monitoring)
IBM Tivoli ITM 5.x or 6.x
IBM Tivoli Business Service Manager
EMC SMARTS
Micromuse Netcool

Experience reading and troubleshooting with various scripting languages a plus
Experience performing foundational System Admin/DBA monitoring/support functions preferred
Experience working with global, multi-region initiatives and teams
Experience with financial transaction services product desired
Experience with programming languages and tools desired
Experience working within large financial services organizations
Flexibility required due to the time zone constraints of a Global Program

Skills:
Exceptional interpersonal and customer service skills
Excellent written and verbal communication skills
Solid problem solving abilities
Logical thinker, step oriented problem solving
Solid technical troubleshooting skills
Strong MS Office and MS Project skills

Personal Characteristics:Heavily focused on providing quality customer experience
Highly motivated
Execution driven

Location:Possible Position Locations: New York, NY

Work
Shift - s:
Possible 1st, 2nd, 3rd
Possible Weekend

Profile:

Job Function Technology
Location New York, NY, US


Employee Status - Full-time

Education Level - Bachelor's Degree
Shift Day Job

Employee Type - Regular

Exempt Status - Non-exempt

Travel - No