Infrastructure Support Shift Leader - C12 - HEREDIA

The Infrastructure Senior Technology Analyst is an intermediate level role responsible for assisting with LAN / WAN and help desk administration activities, including network maintenance, technical guidance, and security in coordination with the Technology Infrastructure team. The overall objective is to use infrastructure technology knowledge and identified policies to process data, resolve issues and execute administrative tasks.

Responsibilities:

• 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 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 lower level analysts
• Develop projects required for design of metrics, analytical tools, benchmarking activities and best practices
• Responsible for overall operating system applications
• 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 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:

• 5-8 years of experience in Infrastructure Technologies delivery with a proven track record of operational process change and improvement
• Ability to communicate technical concepts to non-technical audience
• Ability to work with virtual and in-person teams, and work under pressure or to a deadline
• Experience in a Financial Services or large complex and/or global environment preferred
• Effective written and verbal communication skills
• Effective analytic/diagnostic skills

Education:

• Bachelor’s/University degree or equivalent experience

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

Role Overview

Infrastructure Support Shift Leader ( Work Flow Coordinator)  play a central role in managing and overseeing operational shifts, ensuring effective command and control over shift activities. Operating within a follow-the-sun model, WFCs are responsible for assigning and monitoring work across their region, covering four major zones (NAM, EMEA, LATAM, APAC). Focused primarily on shift management and operational oversight, WFCs ensure service levels and metrics are met while maintaining accountability for technical work, which is executed by technical analysts.

The WFC role is designed to facilitate efficient shift management, including assignment allocation, queue oversight, SLA adherence, and real-time shift performance monitoring.

Platforms under shift support responsibility includes global network (WAN / LAN), Servers, and others Infrastructure and Systems.

Key Responsibilities                                                                                                                                                                                                                                                                                       

1. Shift Management and Command Control                                                                                                                                                                                                                                                                                                                              

Command Over Shift Operations: Lead and direct shift activities, maintaining an active overview of operations and ensuring alignment with operational objectives.                                                                                                                                                                   

Serve as the operational authority during shifts, overseeing all incident management and task assignments.                                                                                                                                                                 

Act as the decision-maker on incident escalations, managing risks and ensuring seamless resolution of high-impact issues.  Engage higher level support, Platform leads, upper management, and other stakeholders when required.                                                                                                                                                                 

Team Assignment: Assign incident queues, tasks, and responsibilities to technicians, optimizing workload distribution and supporting team capacity.                                                                                                                                                                          

Regional Coverage: Coordinate with other Shift Leads, ensuring continuous handover and seamless transition of operations between shifts.                                                                                                                                                                

2. Operational Oversight and SLA Fulfillment                                                                                                                                                                

SLA Metrics and Performance: Track SLA metrics and other key performance indicators (KPIs) to ensure adherence to operational standards and client requirements.                                                                                                                                                                   

Issue Resolution Oversight: Monitor incident queues and ensure that incidents are addressed promptly, engaging Advanced Technicians as needed for complex cases.                                                                                                                                                                    

Service Delivery Standards: Maintain accountability for high service delivery quality, addressing any delays or issues proactively and escalating as necessary.                                                                                                                                                                                                                                                                                                                                       

3. Shift Assignment and Fulfillment Management                                                                                                                                                                       

Workload Management: Oversee workload assignment across the shift, adjusting as needed based on incident volume and operational demands.                                                                                                                                                                        

Task Delegation: Delegate technical responsibilities to Advanced Technicians, who act as technical leads, while focusing on operational oversight and shift management.                                                                                                                                                                       

Incident Queue Monitoring: Monitor incident queues to ensure effective queue management, prioritization, and timely resolution.                                                                                                                                                                     

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

4. Shift Handover and Regional Coordination                                                                                                                                                                

Handover Documentation: Ensure smooth handover between regions at shift change, documenting ongoing incidents, tasks, and any escalated issues.                                                                                                                                                               

Cross-Region Communication: Act as the primary communication point for cross-regional shift transitions, collaborating with WFCs in other regions for consistent service.                                                                                                                                                              

5. Reporting and Real-Time Operational Insights                                                                                                                                                                         

Shift Performance Reporting: Provide end-of-shift reports detailing SLA adherence, incident resolution times, and any outstanding operational challenges.                                                                                                                                                                     

Incident Escalation: Escalate critical incidents to Platform Leads or senior management when additional oversight is required.                                                                                                                                                                   

Data and Analytics Integration: Use data insights to inform operational adjustments and optimize future shifts.                                                                                                                                                                          

6.Critical Task Approval and Decision-Making                                                                                                                                                               

Approve high-risk actions such as main circuit failovers, verifying preconditions to minimize potential disruptions.                                                                                                                                                                        

Log critical approvals and actions in incident records, ensuring compliance and providing documentation for post-incident reviews.                                                                                                                                                                

7.Global and Local Shift Leadership                                                                                                                                                                  

Balance global workload assignment with local task distribution, coordinating with Local Shift Leads for seamless task flow within each region.                                                                                                                                                               

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