Systems Specialist 5

DescriptionResponsible for performance and ticket management of Citibank’s ATMs located globally. As a member of a dynamic team this position provides escalated support to all ATMs being centrally monitored. This role will interface with various Citigroup technology and operation teams globally while simultaneously directing vendors and other various support teams on current statuses of ATMs, providing end to end ticket oversight, and ultimately the final resolution to all issues.PRINCIPAL DUTIES AND RESPONSIBILITIESSubject Matter Experts (SME) may be required to support training of new or existing staff.

Provides guidance and instructional support for local teams and initial support to diagnose and resolve ATM issues.

Manage multiple avenues of issues thru monitoring, email, & phone to ensure business expectations for service standards are met.

Organize service provider meets when required to ensure maximum ATM uptime and contractual service requirements are met.

Manage assigned ticket queue and track issues to closure.

Address and acknowledge tickets within the Service Level Agreement (30 minutes).

Report and follow-up aging and reoccurring ATM issues.

Assist with maintaining procedure documentation as it applies to specific countries.

Effectively communicate issues and status updates with business users, service providers, and management teams.

Perform remediation of incidents and problems using canned monitoring tool functions and procedure documentation.

Work shop is 24x7 (365 days a year – weekends and holidays).

Utilizing monitoring tools and ticketing systems for addressing issues.

Review metrics (Spreadsheets, Data Trending/Analysis, Database). as needed

Be the technology advocate for the businesses and/or customers we support.

Deliver exceptional customer service.

Team member is to take ownership in reviewing our current work flow processes to ensure their accuracy.

Foster teamwork, share knowledge with peers and eliminate silos.

Any other responsibilities assigned by Lead or Manager to support the ATM Team or individual growth.

Technical Knowledge/Skills RequiredStrong communications skills

Language support maybe need for NA, EMAE, ASPAC and LATAM Countries

Ability to work various shifts, including 2nd and 3rd shifts and up to one weekend day.

Ability to follow complex and unique processes and adapt to change rapidly

Analytical thought needed to resolve issues in a variety of complex situations

Ability to manage multiple issues in fast-paced, deadline driven environment

Strong problem solving and decision making skills

Superior organizational skills needed to manage several issues and follow-ups simultaneously.

Possess In-depth knowledge of the followingTrouble Ticketing systems

Monitoring Tools

Network Protocols

LAN/WAN knowledge

TCP/IP

Internet/Browsers

Spreadsheets

MS Exchange

Microsoft Office Suite (i.e., Word, Excel, Access, Outlook, Project)

Job Family Group:TechnologyJob Family:InfrastructureTime Type:Full timeCiti 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 (https://www.citigroup.com/citi/accessibility/application-accessibility.htm) .View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCPEEOSupplementFinalJRFQA508c.pdf) .View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeoaapolicy.pdf) .View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp%20EnglishformattedESQA508c.pdf)Effective November 1, 2021, Citi requires that all successful applicants must be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.Citi is an equal opportunity and affirmative action employer.

Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.