officer - voice recording tech Analyst (rohq - citi technology infrastructure) (hybrid)Citigroup

The Infrastructure Intermediate 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:
Resolve moderately complex problems/projects through analysis, technical experience, and precedents; provide analysis for more complex issues, escalating as appropriate
Participate in testing activities, including the creation and execution of basic test scripts and evaluating results for possible enhancements
Complete control activities (risk, self-assessment, COB, audit, etc.) and makes recommendations for enhancements
Collect and organize requirements for hardware acquisition and deployment activities
Gather, compile and synthesize information regarding technology processes or systems; create and prepare reports
Assist in systems implementation/enhancements and post implementation activities
Reach solutions through technical experience and precedents
Exchange ideas and information in a concise and clear manner
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:
2-5 years of experience in a Technology Infrastructure role (education/professional) with demonstrated knowledge of operational process change and improvement
Effective written and verbal communication skills
Effective analytic/diagnostic skills
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
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.
Job Description Summary
Infrastructure Technical Analyst
This role requires knowledge of Voice Recording systems like NICE Engage, NTR, Verint as well as Voice Analytica platforms like Voice Biometrics & Nexidia. Additionally, experience with PBXs such as Avaya Communication Manager or Cisco Call Manager would be desirable.
The role involves adding users to and removing users from (MAC work) Voice Recording systems globally within Citi, and confirming that recordings are taking place. The role will also provide Level 1 support to voice recorded users. Perform basic checks of known issues upon receiving trouble tickets from users. Escalate to Level 2 team for unknown, complex or infrastructure related issues.
The role will assist in managing the voice recording request fulfillment team.
The person will be expected to work with team members from PBX support groups to resolve any difficulties with VR MAC work and trouble tickets.
More specifically, the responsibilities include the following:
Work according the service level objective to ensure VR MAC requests are completed and VR Incident tickets are resolved in a timely fashion and properly documented
Escalate difficult to resolve issues to L2/L3 teams and keep the customer updated of the progress
Ensure high-levels of customer service and satisfaction
Determining trends and assisting management in devising proactive steps to address negative trends
Help to achieve and maintain productivity and quality objectives with individual contributions
Participate in continuous process improvement initiatives
Actively participate in self-improvement and training curricula to fulfill competency requirements
Participate in testing new tools; developing operational requirements and documenting testing
Ensure that Corporate CITMP and Security policies related to voice recording MAC work are followed
Qualifications
Technical background with basic understanding on Voice Recording systems with at least 5 years related experience
Experience in customer support
Experience in a financial services environment is desirable but not mandatory
Analytical and methodical approach to problem solving
Experience in working in a controls-focused environment highly desirable
Ability to organize, prioritize, and schedule work assignments
Good knowledge of Office products (Word, Excel, PowerPoint, etc.)
Fluent written and spoken English
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