Infrastructure Enterprise Technology Support Specialist - AVP

At the Production Support Command Centre Infrastructure Operations team, we operate multiple services and technologies and are currently seeking a talented person to run our operations within Network & Distributed technology. As the “Enterprise Technology Support” you will run and support functions Level 2 Infrastructure Support. This is all done from our state-of-the-art regional Command Centre in partnership with the Shift Managers, Regional leads, Staff Managers and the analysts in Network/Distributed Team in cooperation with our other Operations centers located in North and South America, Europe and Asia. This role will have a direct reporting line into “Regional Lead” to promote collaboration and consistency. This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required. 

Role and Responsibilities: 

In this individual contributor role, you will be responsible for troubleshooting and resolving L2 infrastructure issues in network and distributed environment to ensure that operational aspects of the service delivery are being completed on time. 

• Support the Shift Lead/Manager/Staff manager by providing L2 support to troubleshooting and fix infrastructure issues in network and distributed platforms

• Engage higher level support, Platform leads, upper management, and other stakeholders when required

• Continuously assess workload distribution and shift dynamics, reallocating resources as necessary to maintain optimal shift efficiency

• Provide inputs to operations, projects and other areas and contribute to achieving the franchise goals

• Partner with multiple management teams to ensure appropriate integration of functions to meet goals as well as identify and define necessary system enhancements to support process improvements

• Create complex project plans, perform impact analyses solve/work high impact problems/projects, and provide resolutions to restore services 

• Drive Root Cause Analysis (RCA) post restoration of service 

• Design testing approaches, complex processes, reporting streams, and create/support automation of repetitive tasks

• Review requirement documents, define hardware requirements and examine and update processes and procedures as necessary 

• Provide technical/strategic direction and act as advisor/coach to junior analysts 

• Develop projects required for design of metrics, analytical tools, benchmarking activities and best practices 

• Contribute to technical direction and strategic decisions 

• Has the ability to operate with a limited level of direct supervision  

• Can exercise independence of judgement and autonomy.  

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

• Appropriately assess risk when business decisions are made, demonstrating 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