Citi Technology Specialist 4 in Irving, Texas
Primary Location: United States,Texas,Irving
Education: High School Diploma/GED
Job Function: Technology
Shift: Day Job
Employee Status: Regular
Travel Time: No
Job ID: 16061503
The GCCS Mainframe batch Analyst is an individual contributor support role in which required experience must fall within the Mainframe zOS platform. The individual in this position is expected to understand and follow CTI Command Center Operations operating procedures, daily support practices, major incident support, etc. and provide feedback to the leadership team, for the purpose of continuous service improvement and operational excellence. Maintaining an awareness of all Command Center workflows and automation/efficiency opportunities, they should be able to provide input to management on automation enhancements and workflow optimization opportunities.
Functional Role & Responsibilities:
•Provide Tier I Technical Support for Citi’s global mainframe batch processes
•Resolve resource related batch failures by application of appropriate JCL overrides.
•Provide timely response to phone calls into the Command Center Technical Support hotline from internal colleagues within CTI, Citi business clients, vendors, and technology teams.
•Recognize risks to Service Level Agreements (SLA) as they occur and engage Command Center Management immediately upon awareness of significant delays.
•Document and update incident technical details into ServiceNow ticketing system.
•Escalate issues to Tier II support if unable to resolve through initial triage and troubleshooting that are within the Command Center operating procedures.
•Communicate with Command Center Management to provide frequent status updates regarding technical issues and status of the remediation efforts.
•Execution of standard operational processes which involve technology and client interfaces.
Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management.Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.
Citi’s Mission and Value Proposition at http://www.citigroup.com/citi/about/mission-and-value-proposition.html explains what we do and Citi Leadership Standards at http://www.citigroup.com/citi/about/leadership-standards.html explain how we do it. Ourmissionis to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients’ and the public’s trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities.
Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop to are widely available to all.
A Mainframe Batch analyst has the following general characteristics and experience:
•Basic knowledge of JCL
•Basic knowledge of a scheduling tool preferably TWS/OPC
•Experience in ticket handling and documentation
•Ability to prioritize and escalate in a timely manner
•Ability to learn and take direction from peers and management
•Basic knowledge of IBM Utilities to include Virtual Access Method Services (VSAM)
•Ability to multi-task
•Strong written and verbal communication skills
•Be able to work in a stressful environment
•Be flexible and available to provide coverage on other shifts
•Extensive JCL knowledge
•Expert on all TWS/OPC managed
•Certified in EMEA and ASPAC
•Extensive knowledge all platforms (NAM, LATAM, EMEA, ASPAC)
•Extensive documentation skills
•Be able to train staff on different platforms
•Strong CA11 knowledge
•Handle SEV1/2 issues without supervision
•Highly skilled in prioritizing and escalation to correct support teams
•SME on all platforms
•Know the Batch Recovery environment
•Adhere and enforce CTI compliance and regulations
•Good written and verbal communication skills