Approved Renault R23005377

The Services Support Team Lead role is a senior level position responsible for operationally managing a variety of services & team members including the maintenance, operational resiliency and service availability within the conferencing space. This will also involve working closely with engineering teams as part of the design, acquisition and deployment of hardware, software and network infrastructure in coordination with the Technology team.

Responsibilities:

• Serve as a technology subject matter expert for internal and external stakeholders and provide direction for all firm mandated controls and compliance initiatives, all projects within the group and in creating a technology domain roadmap
• Ensure that all integration of functions meet business goals
• Define necessary system enhancements to deploy new products and process enhancements
• Recommend product customization for system integration
• Identify problem causality, business impact and root causes
• Exhibit knowledge of how own specialty area contributes to the business and apply knowledge of competitors, products and services
• Advise or mentor junior team members
• Impact the engineering function by influencing decisions through advice, counsel or facilitating services
• 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.
• Manage a globally dispersed team of skilled team members.
• Responsible for implementing changes (including Change Management governance) across all conferencing services within End-Use Services.
• Co-Ordinating & Managing on-going issues including Major incidents and working closely with the Incident Management Team/Command center
• Partnering with Citi's Third party suppliers with a focus on Service availability / resilience and driving outcomes (including RCA's).
• Co-Ordinating & Managing L1/L2 Teams.
• Co-ordinating & Partnering with all Helpdesk/Service teams to ensure Knowledge Base articles remain up to date and relevant and training to teams across new features
• Pro-actively review Ticket Trends and share across teams to drive product enhancements/developments.

Qualifications:

• 6-10 years of relevant experience in an Engineering/Operations role
• Experience working in Financial Services or a large complex and/or global environment
• Project Management experience
• Consistently demonstrates clear and concise written and verbal communication
• Comprehensive knowledge of design metrics, analytics tools, benchmarking activities and related reporting to identify best practices
• Demonstrated analytic/diagnostic skills
• Ability to work in a matrix environment and partner with virtual teams
• Ability to work independently, multi-task, and take ownership of various parts of a project or initiative
• Ability to work under pressure and manage to tight deadlines or unexpected changes in expectations or requirements
• Proven track record of operational process change and improvement

Education:

• Bachelor’s degree/University degree or equivalent experience
• Master’s degree preferred

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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.

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