Description:

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

Type: Permanent, Full-Time
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 - Senior Support Analyst for the GTS Service Quality Program: Platform for Growth will assist in the operational support of the Business Command Center. The Command Center functions as a monitoring and Incident Management unit for all operational/business process related functions. This includes availability of all core systems, servers and processes that support and maintain GTS systems running on a 24x7 timeframe. This individual will be responsible for intrusion detection and avoidance, command center security, incident response, coordination, and emergency communication. In addition, this individual will be responsible for Level 1 troubleshooting and issue resolution on a broad range of software applications, platforms, and networks.

The individual must be willing to listen, diagnose, and resolve issues in an efficient and timely fashion providing superior quality and excellence to our customers. It is expected that the Command Center Analyst will possess and develop over time a unique overall set of general and specialized skills that will compliment the skill set of the entire IT team.
Primary Responsibilities:
Responsibilities include, but are not limited to:Operational Management and Monitoring of critical applications, infrastructure, and operations leveraging E2E dashboards and feeds from external support teams
Monitoring the integrity and timeliness for critical process flows
Level 1 application troubleshooting and analysis
Incident response documentation, communication, and coordination
Review and enforcement of Business Command Center operating procedures
Communication of system and service availability
Management of escalation processes to ensure efficient, timely, high quality support is provided in response to any inquiry or problem received
Mentoring, coaching, and educating junior Command Center Analysts
Work with IT Security coordinator to ensure the physical and logical stability, reliability, confidentiality and integrity of GTS systems is in accordance with GTS policies, procedures and guidelines

Specifications / Qualifications:

The ideal candidate will have the following attributes:

Experience:Undergraduate Degree or 7 years equivalent work experience required, preferably in a large financial services institution
Experience with financial transaction services product desired
Experience in assisting with the development and documentation of Systems Operations Center or Data Center Management process, policy, and procedures
3-4 Years operational experience with monitoring and management applications such as Tivoli, TBSM, BMC Patrol, Micromuse Netcool or EMC SMARTS.
3-4 Years experience installing, administrating or supporting network, storage, server or mainframe environments
Experience with performing foundational DBA functions or support of various database platforms desired
Experience working with global, multi-region initiatives and teams
Experience with programming languages and tools desired
Familiarity with metrics and reporting best practices
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
Excellent interpersonal 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 Operations
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