Support Analyst

The Support Analyst C09 is an entry level role responsible for performance and ticket management of Citibank’s 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 issues

Responsibilities:

• 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 documentation

• Review 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 effectiveness

• Foster 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 management

• Experience in BFSI or a large complex and/or global environment preferred

• Ability to manage multiple issues in fast-paced, pro-active, team oriented, possess excellent social skills, and technological expertise necessary to diagnose and resolve issue

• Ability 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 skill

• Effective analytic/diagnostic skills

Education:

• Bachelor’s/University degree or equivalent experience

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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