Sr Support Analyst

This is an Sr Support Analyst role responsible for assisting the daily performance and ticket management of Citibank’s ATMs globally.This position will support teams and develop training modules in support of managing the ATM fleet from a Maintenance, performance and ticket management perspective. 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.

Responsibilities:

• First point of escalation for team and procedural issues. Provides guidance and instructions to team members and is the primary escalation contact for customer concerns.

• Will stretch beyond standard work hours based on escalated issues and support needs.

• Handle all escalated employee concerns ensuring standardization of processes for supporting ATMs.

• Coordinate and work with staff to ensure assigned ticket queue is effectively worked within the service level agreement standards.  

• Resolve standard issues using business / system processes and industry standards; analyze more complex issues, escalating as needed.

• Work in conjunction with peers and other team members to effectively support our complex model.

• Report and follow-up on aging and reoccurring problems.

• Evaluate issues using existing procedures or similar/related experiences; recommend and implement solutions.

• Effectively communicate issues and status updates with business users, service providers, and management.

• Exchange ideas and information concisely and clearly

• Acts as SME to senior stakeholders and /or other team members.

• Responsible for the escalation management for the applications and ATM outages

• 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.

• Support onboarding of all new countries or any conversions that would impact ATM support.

Qualifications:

• 8-10 years of overall experience with minimum of 2-4 years in technology infrastructure, production support/help desk and service request/queue management

• 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 or to a deadline.

• Effective written and verbal communication skills

• Effective analytic/diagnostic skills

Education:

• Bachelor’s/University degree or equivalent experience

Decision Making

The shift lead must be able to determine the extent of the problem and ensure that proper notification/escalation procedures are followed.  In addition, after the trouble has been resolved, he/she must analyze and present data to explain the cause and steps to prevent reoccurrence.  He/she must be able to manage trends or alerts to identify the underlying issue and initiate standard remediation.  He/she must perform all mandated processes, administration, compliance, & attestation related activities within the defined timeline to ensure the department remains audit compliant. He/she must take ownership and accountability of your own deliverable actions. The analyst should demonstrate the ability to work in a high volume, pressured, support Team, and financial organization.

Role expectations(preferable)

• Trouble Ticketing systems

• Monitoring Tools

• Network Protocols

• LAN/WAN knowledge

• TCP/IP

• Internet/Browsers

• Spreadsheets

• MS Exchange

• Microsoft Office Suite (i.e., Word, Excel, Access, Outlook, Project)

Shift Plan and Timing

24*7 shifts - Rotation shifts, permanent night shifts and late-night shifts

Weekend working and rotational week offs, India & US holiday working.

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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Citi 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.

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