avp (c12) voice control Analyst (rohq - citi technology infrastructure)Citigroup

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.
- Oversees and coordinates the completion of capacity reviews for the 279+ application instances (Child IDs) across 35 products deployed globally using the internal tracker used to schedule, complete, review and remediate threshold breaches.
- Completes the reconciliation of applications noted on the tracker to the CSI inventory to ensure all applications are reviewed in accordance with CITMP.
- Validates that the generated reports from voice products are accurately compiled for completion of reviews
- Oversees and coordinates the completion of standard build configuration reviews in accordance with the Engineering standard build compliance checklists (SBCC)/configuration assurance checklists (CAC)
- Oversees the onboarding of applications automated configuration assurance tools like HPNA
- Oversees tracking and remediation of policy exceptions reported during periodic manual & automated configuration assurance checklists (CAC).
- Reconciliation of the applications noted on the tracker to the CSI inventory to ensure all applications are reviewed in accordance with CITMP and the Configuration Management PCM.
- MCA submission and tracking for non-capacity and non-configuration related voice KRIs defined in MCA Testing PCM to ensure segregation of duties.
- Requires to develop advanced technical/automations skills in Excel, VBA, Power query, Excel Macros, etc required for the role
- Manage the day-to-day inventory management in accordance with the Citi System Inventory (CSI) application for voice deployments globally.
- Voice Controls Manager is responsible for ensuring voice solutions follow the established telephony services framework and are compliant with CSI guidelines,
- Manages the product life-cycle via version control elements to minimize EOL/EOVS component risk
- Ensures the associated deployment architecture (host/server) is correctly associated in all inventory systems (ServiceNow, NetInfo, CSI, database)
- Ensures appropriate financial charge-back profiles are applied
- Ensures Integration uses appropriate CSI IDs in Aperture for hardware assignments
- Performs the data quality review (CDQR) & annual data quality review (ADQR) timely and defects are remediated accordingly
- Ensures continuity of business (CoB) tests are completed in accordance with the CoB calendar testing cycles creating CoBTrack records & assigns L3 resources that perform the CoB tests globally associated with their assigned inventory
- Manages the system mappings for all voice products within their respective regions
- Manages ISA assignments to ensure EERS revocation requests are routed to correct provisioning support team(s) and are de-provisioned in accordance with CISS policies & standards
- Ensures functional IDs are assigned with the an owner & attributes for each deployed solution and privileged passwords are stored in accordance with CISS policies & standards.
- Manages CSI inventory inception dates in accordance with Integration team's projects for new deployment(s) and are ready for handover to voice operations
- Manages inventory updates across voice inventories, ensures servers/hosts are decommissioned in ServiceNow in order to retire CSI records associated with the decommissioning of EOVS components
- Updates CSI records with CAP/RE & project number for their respective inventory assignments
- Participates in the project handover process to ensure operational readiness across all support partners.
Job Family Group: Technology
Job Family: Infrastructure
Time Type: Full time
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 .
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Citigroup

Taguig City, Metro Manila
Permanent
Full-time