Infra Intmd Systems Analyst Job at Citi (Chennai)

Job Description

The shift lead is responsible for the daily, ATM monitoring, and ticket management of Citibank’s ATMs globally. This role will interface with various Citigroup technologies for management, and operations teams while simultaneously directing staff on best practices for handling internal procedural and systemic issues. Lead will review and scheduled adequate shift coverage for the Team on a daily and monthly basis. This position will lead teams and develop training modules in support of managing the ATM fleet from a Maintenance, performance and ticket management perspective. Shift lead provide coverage for individual shifts and also provide 24/7 on call support for all escalations as needed. This role requires adherence to day/swing shift schedules, US hours.

Job Responsibility

Serve as the primary escalation point for team, procedural, and customer issues, providing clear guidance
Triage and manage multiple processes efficiently to ensure accuracy and consistency across all shifts
Standardize ATM support processes and address escalated employee concerns
Collaborate with internal and external teams for effective support within a complex operational model
Lead the team to ensure adherence to SLA standards for ticket queues, calls, and live chats
Ensure adequate 24/7 shift coverage through effective team scheduling
Identify and implement process improvements to enhance operational efficiency
Report and track aging and recurring issues and tickets, ensuring timely resolution
Communicate status updates and issues effectively to business users, service providers, and management
Support new team member training and onboarding, including streamlining system access provisioning
Conduct quality reviews of tickets and live chats for service desk score cards
Implement proactive monitoring of service desk queues to meet established SLAs
Maintain and update SharePoint documentation, ensuring accuracy and relevance at all times
Attend and actively contribute to all relevant ATM Operations calls and meetings, providing Service Desk insights, raising potential issues, and engaging in problem-solving discussions
Extract and provide service desk reports as needed
Step in to help service desk with tickets and live chats when volumes are high and as needed
Complete operational tasks as assigned by management
Foster effective team communication through regular huddles and team meetings to promote collaboration and operational alignment

Requirements

Strong verbal and written communication skills
Proven leadership abilities with experience managing diverse teams
Flexibility to provide on-call support and adapt shift schedules as business needs require
Ability to lead complex teams, manage unique processes, and adapt to rapid change
Strong analytical and problem-solving skills for complex situations
Aptitude for managing multiple issues in a fast-paced, deadline-driven environment
Excellent organizational skills with the ability to manage simultaneous issues and follow-ups
Bachelor's degree or equivalent experience in Helpdesk Management is required
In-depth knowledge of Trouble Ticketing systems
Proficiency with Monitoring Tools
Understanding of Network Protocols, including LAN/WAN and TCP/IP
Familiarity with Internet/Browsers and MS Exchange
Competency in Microsoft Office Suite (Word, Excel, Outlook)

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Infra Intmd Systems Analyst

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