Contact Center Voice COB|Controls Lead

The Infrastructure Technology Lead 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 resolution to restore services
Provide Root Cause Analysis (RCA) post restoration of service
Design testing approaches, complex processes, reporting streams, and assist with the automation of repetitive tasks
Provide technical/strategic direction to team members
Review requirement documents, define hardware requirements and update processes and procedures as necessary
Ensure ongoing compliance with regulatory requirements
Responsible for applications dealing with the overall operating system
Conduct project related research
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:

6-10 years of experience in roles centered around infrastructure delivery (application hosting and/or end user services) with a proven track record of operational process change and improvement
Understanding of how specialization within area contributes to the business and of competitors' products and services
Ability to develop projects required for design of metrics, analytical tools, benchmarking activities and best practices
Ability to work with virtual / in-person teams, and work under pressure / 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
Ability to communicate technical concepts to non-technical audience

Education:

Bachelor’s/University degree, Master’s degree preferred

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Manage a team of technical & process experts across various geographies & time zones responsible
Close interaction with Risk & Controls as well as Governance teams and adherence to processes to ensure complete compliance & controls of the unit
Closely track regulations across supported countries applicable to the business environment
Motivate, Support, and engage with the teams and constantly work with them to enhance their skill set
Devise process enhancements and enforce them with various voice support groups to remain clean
Ensure strict compliance to change, problem management as well as other CITMP processes
Ensure identification of Risk, BISO input, Cross border and other aspects from a Control and governance perspective
Lead the collection and submissions of deliverable during periodic audits
Lead the walkthroughs during periodic audits
Regular review and updates of processes and related documentation
Supervise and guide the teams responsible for various controls functions listed below:
Inventory management in accordance with the Citi System Inventory (CSI) application for voice deployments globally.
Ensure voice solutions follow the established telephony services framework and are compliant with CSIS 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 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
Track 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.
Key contact for Records management domain and ensures the timely inputs are provided to Global RMO unit and various inventories are updated on timely basis
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Job Family Group:

Technology
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Job Family:

Infrastructure
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Time Type:

Full time
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