Enterprise Command Center Workflow Coordinator- (Hyrbid)

About Citi:

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments, and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management.

As a bank with a brain and a soul, Citi creates economic value that is systemically responsible and in our clients’ best interests. As a financial institution that touches every region of the world and every sector that shapes your daily life, our Enterprise Operations & Technology teams are charged with a mission that rivals any large tech company. Our technology solutions are the foundations of everything we do from keeping the bank safe, managing global resources, and providing the technical tools our workers need to be successful to designing our digital architecture and ensuring our platforms provide a first-class customer experience. We reimagine client and partner experiences to deliver excellence through secure, reliable, and efficient services.

Our commitment to diversity includes a workforce that represents the clients we serve from all walks of life, backgrounds, and origins. We foster an environment where the best people want to work. We value and demand respect for others, promote individuals based on merit, and ensure opportunities for personal development are widely available to all. Ideal candidates are innovators with well-rounded backgrounds who bring their authentic selves to work and complement our culture of delivering results with pride. If you are a problem solver who seeks passion in your work, come join us. We’ll enable growth and progress together.

About Our Team:

Citi Technology Infrastructure (CTI) provides the critical technical foundation for Citi’s operations and is responsible for delivering reliable IT solutions, scalable infrastructure services, and secure capabilities while creating a trusted customer experience and enabling Citi’s workforce to be the best for our clients. Making the bank simpler, greener, and better connected while powering it with trusted, well-secured data, and automating policy enforcement through code are all at the heart of our refreshed global strategy. Data Quality, Simplification, Environmental Stability, Automation, and Service Excellence are the key pillars and priorities on our strategic journey.

In CTI, we are focused on delivering the best for our clients, and we know that to do this we need a talented team with diverse experiences, backgrounds and skills.

The ECCS Work Flow Coordinator is a team lead role in which required experience must fall within the Network Operations. 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.

It is expected that the candidate has demonstrated historical competency in one of these disciplines while also has the technical aptitude to progress towards cross disciplinary technology operations support.  

Responsibilities:

• Provide daily operational oversight of all workflow to ensure the global staff is following the Command Center standard documented procedures.

• Provide technical expertise and act as a point of escalation for the staff and shift lead

• Foster a collaborative work environment and maintain a floor presence and approachability that enhance the performance of the team and maintain a culture of operational excellence

• Provide Senior Tier I Technical Support for Citi’s global technology infrastructure.

• Resolve simple, automated and scripted incidents

• Execute or implement simple, automated and scripted 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 Command Center Management immediately upon awareness of severe technology degradation.

• Document and update incident technical details into ServiceNow ticketing system. 

• Escalate issues to Tier II support if unable to resolve through initial triage and troubleshooting that are within the Command Center operating procedures.

• Communicate with Command Center Management to provide frequent status updates regarding technical issues and status of the remediation efforts.

• Execution of standard operational processes which involve technology and client interfaces.

Qualifications:

• The working days will be Wednesday - Saturday 10:30am-11pm CST with every other Wednesday off

• 3+ years of hands on enterprise network operations support experience

• Advanced understanding of OSI model and troubleshooting of technology related issues

• Advanced understanding of network protocols

• CCNA - CCNP level knowledge and experience (at least 2yrs)

• Able to work well in a fast paced environment and be comfortable in stressful situations

• Can effectively communicate with both management as well as non-technical personnel on any technology issue to ensure they understand the nature of the issue and current statue easily understood on any outage conference calls

• Detail oriented self-motivated goal driven

• Advanced familiarity with Cisco IOS and Nexus NX-OS

• Intermediate familiarity of Juniper JUNOS and Arista EOS

• Intermediate knowledge of load balancer technologies, familiar with F5 and Citrix Netscaler

Critical Competencies:

• Resident expert on how to troubleshoot and resolve hardware issues across all vendors (Cisco, Nexus, Arista, Juniper, F5, Citrix, Checkpoint, Palo Alto)

• Perform hardware replacements for any environment, including critical environments

• Troubleshoot software or configuration related issues for Cisco, Nexus, Arista, and Juniper devices

• Adhere to operating procedures and identify any breaches of the process in normal handling of incident tickets

• Execute network failovers for all routing protocols, especially BGP, OSP, and EIGRP

• Perform network checkouts

• Identify and remediate possible major impacting events within the network

• Work with vendors across the technology to provide the highest possible uptime rate of network services

• Quickly identify the layer 1 and 2 connections to an IP address

• Manage and assign all workflow throughout the shift

• Train junior team members on becoming qualified L1s

• Actively participate a major incident call as a network technical resource

We offer:

• Work in a friendly and diversified environment, appreciating differences in style and perspective and using them to add value to decisions leading to organizational success
• Management supporting balanced and agile work (flexible working hours, home office)
• A great environment for learning new technology and tools, online and instructor led training opportunities
• Working in a friendly, dynamic and multinational environment
• Opportunity to have an influence on the way you perform your tasks - our teams are constantly looking for new and better ways and we encourage all improvement ideas
• A chance to make a difference with various affinity networks and charity initiatives

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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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Anticipated Posting Close Date:

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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.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

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