DevOps TRC Sr. Manager

“TRC” support is the first point of intake, triage, escalation, resolution, communication and tracking to resolution of automated and end-user generated events or tickets and component health check activities. TRC support is designed to be provided in order to rapidly respond to and resolve a majority of events or tickets using a largely scripted response, and tools including documents referred to as knowledge objects (“Knowledge Objects”). TRC support will also perform routine service health-checks and post-change service verification activities. This role needs to ensure TRC function is adopted across Wealth DevOps and able manage TRC Team.

Responsibilities

• Strategize and devise plans for achieving the service level objectives.

• Monitor the progress of project activities and deliveries.

• Conduct periodic meetings with the team to understand the status of planned project tasks, address the challenges, risks and issues faced by the team

• Report key highlights and accomplishments on a periodic basis

• Participate at the Service Improvement Maturity Process to achieve or enhance business goals.

• Review the effectiveness of TRC operational maturity periodically.

• Drive the resolution of Major and Standard Incidents to closure.

• Ensure proactive detection of Major incidents through alerts.

• Assess the impact through monitoring tools during a major incident

• Communication of Major incident status update over the approved channels

• Oversee the validation of changes/patches and escalate issues identified during checkouts.

• Ensure that the Knowledge articles are updated periodically to keep them relevant and current.

• Working knowledge of the various technologies involved in Support.

• Knowledge of the monitoring tools Design Thinking and Thought Leadership

Skills

• Functional Proficiency: Expert in Development Life Cycle, Implementation, Support and have good knowledge on Environment Management with the operating systems, software applications, and networks Wealth Technology uses.

• Domain Knowledge. Must have deeper understanding of Citi Private Banking Applications, Data Flows, Connectivity and functionality knowledge.

• Technical Skills. Should be expert knowledge on Middleware Technologies, Application Servers, Web Servers, ETL, Abinitio, Oracle, BI Tools.etc, which ever used in Wealth Technology.

• Service Management & Reporting. Strong Service Management, Incident, Problem, Change Management experience. Able to generate metrics and drive team towards improving Service Performance.

• Problem-Solving Skills: Ability to diagnose issues based on standard operating procedures. This includes troubleshooting skills that help in identifying, analyzing, and resolving easy to moderate problems.

• Communication Skills: Strong verbal and written communication skills are crucial for documenting issues, explaining technical details in a non-technical manner to users, and collaborating with team members.

• Customer Service Orientation: Ability to provide helpful and courteous service to users, understanding their problems, and maintaining patience and professionalism in stressful situations.

• Understanding of Observability Principles: Knowledge of the core concepts and components of observability, including metrics, logs, and traces, and how they contribute to diagnosing and resolving issues.

• Monitoring Tools and Technologies: Familiarity with monitoring solutions and platforms (e.g., Splunk, AppD) used to collect, analyze, and visualize metrics.

• Site Reliability Engineering. Good knowledge on Site Reliability Engineering concepts able to be understanding SLI, SLO, Error Budget calculations and concepts.

• Time Management and Prioritization: Efficiently managing one's time and prioritizing tasks is important, especially when dealing with a high volume of support tickets. Make sure team is always motivated.

• Learning and Adaptability: Being proactive in learning new technologies, applications, and processes, as well as adapting to changes in tool