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 Citi Technology Infrastructure (CTI) Global Production Operations we operate multiple services and technologies and are currently seeking a talented person to run our operations within Network & Distributed technology as a key part of the CTI Enterprise Command Centre Operations Team. As the Workflow Coordinator/Shift Lead you will run and oversight functions providing Service Monitoring, Level 1 and Level 2 Infrastructure Support and Change Implementation. This is all done from our state-of-the-art regional Command Centre in partnership with the Workflow Coordinators, Staff Managers and the Network/Distributed Team in cooperation with our other Operations centres located in North and South America, Europe and Asia. This role will have a direct reporting line into Regional 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 coordination of your shifts global staff (30+ engineers) and service oversight to ensure that operational aspects of the service delivery are being completed on time.
- Shift Management and Command & Control. Lead and direct shift activities, maintaining an active overview of operations and ensuring alignment with operational objectives.
- Serve as the operational authority during shifts, overseeing all incident management and task assignments.
- Act as the decision-maker on incident escalations, managing risks and ensuring seamless resolution of high-impact issues. Engage higher level support, Platform leads, upper management, and other stakeholders when required.
- Team Assignment: Assign incident queues, tasks, and responsibilities to technicians, optimizing workload distribution and supporting team capacity.
- Regional Coverage: Coordinate with other Shift Leads, ensuring continuous handover and seamless transition of operations between shifts.
- Issue Resolution Oversight: Monitor incident queues and ensure that incidents are addressed promptly, engaging Advanced Technicians as needed for complex cases.
- Service Delivery Standards: Maintain accountability for high service delivery quality, addressing any delays or issues proactively and escalating as necessary.
- Workload Management: Oversee workload assignment across the shift, adjusting as needed based on incident volume and operational demands.
- Task Delegation: Delegate technical responsibilities to Advanced Technicians, who act as technical leads, while focusing on operational oversight and shift management.
- Incident Queue Monitoring: Monitor incident queues to ensure effective queue management, prioritization, and timely resolution.
- Continuously assess workload distribution and shift dynamics, reallocating resources as necessary to maintain optimal shift efficiency.
- Handover Documentation: Ensure smooth handover between regions at shift change, documenting ongoing incidents, tasks, and any escalated issues.
- Cross-Region Communication: Act as the primary communication point for cross-regional shift transitions, collaborating with WFCs in other regions for consistent service.
- Shift Performance Reporting: Provide end-of-shift reports detailing SLA adherence, incident resolution times, and any outstanding operational challenges.
- Incident Escalation: Escalate critical incidents to Platform Leads or senior management when additional oversight is required.
- Data and Analytics Integration: Use data insights to inform operational adjustments and optimize future shifts.
- Approve high-risk actions such as main circuit failovers, verifying preconditions to minimize potential disruptions.
- Log critical approvals and actions in incident records, ensuring compliance and providing documentation for post-incident reviews.
- Balance global workload assignment with local task distribution, coordinating with Local Shift Leads for seamless task flow within each region.
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:
- Operations support experience 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
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Job Family:
Infrastructure
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Time Type:
Full time
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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 Accessibility at Citi.
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