Do you enjoy overseeing technology operations on a global level? Are you willing to partner with multiple teams across various functions to deliver premier services? Are you passionate about new technologies and possess the skills necessary to support one of the largest infrastructure environments in the world?Do you have an urge to develop into a leader and run technology teams across the globe? We might have a career opportunity waiting for you.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 “Regional Lead” you will be oversighting functions providing Service Monitoring, Level 1 and Level 2 Infrastructure Support and Change Implementation including people management. This is all done from our state-of-the-art regional Command Centre in partnership with the Shift Manager, Staff Managers, Regional leads and the analysts in Network/Distributed Team in cooperation with our other operational centers located in North and South America, Europe and Asia. This role will have a direct reporting line into Global Platform Head 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 role you will be responsible for deliverables of regional staff (35+ analysts) and service oversight to ensure that operational aspects of the service delivery are being completed on time.
- Stay updated on active overview of operations and ensuring alignment with operational objectives.
- Act as the decision-maker on incident escalations, managing risks and ensuring seamless resolution of high-impact issues. Engage higher level support, global Platform leads, upper management, and other stakeholders when required.
- Stay updated on periodical (Daily/weekly/monthly) operational metrics and ensure metrics are consistent with operational objectives.
- Create dashboards or provide inputs in creating dashboards in latest tools/technologies and ensure they reflect the ground reality of operations.
- Have periodical connect with necessary stakeholders and ensure our operations are aligned with their priorities.
- Conduct regular 1-1 connects with all direct reports and ensure robust people management.
- Prepare metrics to assess employees and support effective performance management.
- Lead and mentor the direct reports and contribute to success of the team.
- Create/Provide inputs for an effective reward and recognition program and recognize the right talent.
- Support robust hiring within the team by following Citi’s hiring philosophy.
- Provide inputs to operations, projects and other areas and contribute to achieving the franchise goals.
- Be cognizant of Citi’s strategy and groom the talent, operations/processes inline to it.
- Ensure the team follows the regional laws and regulations and keep the global team appraised of any noteworthy changes.
- Support/Create SMART goals for the team and ensure organizational goals from top level are being adhered to.
- Ensure team consistently meets the KPIs and contribute to success of key stakeholders.
- Represent the team by participating in PMR calls and work on implementing the approved actions.
- 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.
- 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 behaviour, conduct and business practices, and escalating, managing and reporting control issues with transparency.
Knowledge, Skills and Competences:
- Problem solving, methodical with analytical skills. High energy with ability to adjust changes
- Able to communicate technical terminology at the appropriate level to the audience
- Good organizational and coordinating skills, able to set priorities
- High-reaching and with dedication towards continual growth and self-improvement
- Good time management skills with high sense of urgency and dedication
- Clear personal work ethic that inspires quality and enthusiasm
- Resilient and highly responsive in overcoming adversity
- Ability to work through a multitude of challenges/obstacles to achieve the desired result
- Ability and willingness to operate within tightly controlled operational procedures
Experience & educational preferences:
- Technical Operations/Support experience of 10+ years is required.
- Network technical knowledge at CCNA level is required
- Distributed knowledge related to servers is required. Understanding of a multilayer environment is helpful
- Bachelors/master’s degree is preferred.
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Job Family Group:
Technology------------------------------------------------------
Job Family:
Infrastructure------------------------------------------------------
Time Type:
Full time------------------------------------------------------
Most Relevant Skills
Please see the requirements listed above.------------------------------------------------------
Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.------------------------------------------------------
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