Who Are We?
Citi Technology Infrastructure (CTI) provides the products and services that enable Citi's workforce, along with the majority of the financial solutions that Citi's customers rely on.
We provide the critical technical foundation for Citi's operations through the infrastructure that runs business and general user computing services.
We do this by working as one-team to deliver high quality, reliable and modern infrastructure technologies at the right cost.
We drive to optimize the functionality and capability of the infrastructure technologies.
This position is an integral part Production Operations, a key part of our First Line Operations. Production Operations provides the single point from which Citi continually monitors infrastructure and application services, leads major incident response and executes routine, operational tasks.
This function drives the execution of service standard procedures, identifying opportunities for improved stakeholder experience while maintaining the daily operations of the business.
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 Service Monitoring Analyst monitors production environments and resolves any application / production issues keeping the team, sectors, and management informed.
You work with technologists (application development and infrastructure) to resolve incidents and minimizing customer impact through timely resolution.
You will be a strong team player and have experience in working with remote teams. You may be involved in writing scripts to automate data extracts, frequently seen issues, and may be responsible for safeguarding assets and raising / resolving the relevant change requests.
You will execute service standard procedures, engaging leadership, providing timely updates, and working to resolve incidents.
Key Responsibilities and Performance
Monitor Citi’s technology infrastructure by acting as a key point of contact between the business and operations, escalating issues or initiating changes based on approved processes
Work in a fast-paced environment, ensuring high severity incidents are handled with appropriate urgency through escalation to appropriate teams
Review tickets in queue to identify potential business-impacting issues, following standard processes to resolve issues in a timely manner and providing regular updates to the business as needed
Adopt a client-centric mindset, consistently delivering high quality services across technical areas while understanding and using tools to resolve incidents
Stakeholder Management and People Responsibilities
Directly impact the business by ensuring the quality of work provided by self and others; impacts own team and closely related work teams by providing mentoring and training to junior members of the team
Actively contribute towards self-development by creating and following development plans based on discussions with management
Dedication to process execution, working within current processes while finding opportunities to improve standards through approved channels
Technical Knowledge : Processes / Procedures :
Processes / Procedures :
Customer and Industry Knowledge :
Risk Management : Execution Excellence :
Execution Excellence : Client Centricity :
Client Centricity :
Effective Communications :
Problem Solving and Decision Making :
Skills / Experience Levels
You have good communication skills
You enjoy learning and love sharing your knowledge with the team.
You work independently and are able to follow processes without oversight from others.
You are a detail oriented and perseverant individual, with a solid focus on delivery and execution.
You have a positive attitude with the drive to get the work done.
You enjoy collaborating and working as part of a cross discipline team.
You’re a self-starter with good problem solving skills, and you continuously look for ways to improve things.
You understand the importance of prioritization of your work.
Providing a great experience to the users of your platform is important to you.
You have experience using service management tools (ServiceNow is preferred).
You have skills and proficiency with MS PowerPoint, Excel, Access or other analytical tools.
You have a Bachelor’s degree or equivalent work experience.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.