Command Center Operations Mainframe Analyst- (Hybrid)

The ECC Level 1 Mainframe Analyst is an individual contributor support role for the Enterprise Command Center Mainframe Support Team. In this role you will be responsible for providing technical support for Citibank’s global Mainframe infrastructure, including diagnosing, solving incidents and problems related to the functioning of the Mainframe infrastructure.

The individual in this position is expected to understand and follow CTI Command Center Operations operating procedures, daily support practices, major incident support, etc. and provide feedback to the leadership team, for the purpose of continuous service improvement and operational excellence. Maintaining an awareness of all Command Center workflows and automation/efficiency opportunities, they should be able to provide input to management on automation enhancements and workflow optimization opportunities.

Responsibilities:

• Provide Tier I technical support for Citi’s global technology infrastructure
• Be up to date with all operational processes and procedures within the first year
• Execution of standard operational processes
• Resolve incidents, changes, or infrastructure requests
• Provide timely response to phone calls into the Command Center Technical Support hotline from internal colleagues within CTI, Citi business clients, vendors, and technology teams
• Troubleshoot and provide client support for technology and infrastructure issues
• Recognize severe events as they occur and engage SME/WFC and Mainframe Management immediately upon awareness of severe technology degradation
• Document and update incident technical details into ServiceNow ticketing system 
• Escalate issues to SME/WFC and/or Tier II support if unable to resolve through initial triage and troubleshooting
• Communicate with SME/WFC and Mainframe Management to provide frequent status updates regarding technical issues and status of the remediation efforts
• Cooperate with coworkers to support workload breakdown
• Provide recommendations for process improvements to WFC/Process Lead; participate in changes as necessary

Qualifications:

• Strong communication skills, both written and verbal
• Previous relevant experience preferred in Mainframe console operations.
• Knowledge of z/OS, JES2, CICS command structures.
• TWS scheduling knowledge a plus.
• IPL experience with z/OS or ZVM LPARs a plus.
• IBM SA (System Automation) experience a plus
• Effective analytic/diagnostic skills
• Ability to work with virtual and in-person teams, and work under pressure or to a deadline
• Demonstrated knowledge of operational processes.
• Familiarity of PC skills including Microsoft Office Products
• Knowledge of Service Now, ability to open, transfer, and close tickets

Education:

• Bachelor’s/University degree or equivalent experience

***Please note this role require shift work 11AM-11PM, 3.5 days a week, Sun-Wed or Wed-Sat.

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In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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