GNCC Technical Support Manager
Citi - Irving, TX

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Reference Code: 12049472
Location: Irving, TX, US
Education Level: High School Diploma/GED
Brief Description
of the Organization Citi, the leading global financial services company, has approximately 200 million customer accounts and does business in more than 160 countries, providing 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, and wealth management. Additional information may be found at or . Description
Citi Technology Infrastructure (CTI) performs . We support the day-to-day operations of Citi through technology infrastructure services. CTI transforms . We are working to offer an ever-increasing level of service and innovative technology solutions to our business partners and end-users. CTI is global organization consisting of Global Data Center, Global Technology Operations, Global Information Technology Service Management, and regionally aligned technology infrastructure teams in North America, Latin America, EMEA (Europe, Middle East, Africa), and Asia Pacific. CTI also has business aligned technology infrastructure and services management organizations for critical large clients including Citi ICG (Institutional Client Group) and GCG (Global Consumer Group). The CTI Global Network Operations (GNO) team provides 24x7x365 network support via the Global Network Control Center (GNCC). The GNCC is a dual hemisphere support model with one command center in Irving, Texas and the other in Singapore. Each center provides real-time backup for the other enabling efficient transfer of operations in the event of an emergency. Continuity of business between the two centers can be achieved within minutes.

The GNCC supports over 45,000 Cisco devices and 35,000 data circuits across 103 countries. The GNCC is the single point of contact for all network related issues and provides end to end support for the Global Citi network. The GNCC Operates with a highly sophisticated and integrated tool set which includes full integration between applications which provide Incident Recording, Asset Management, Event Management, Performance Management, Configuration Management, Change Management, and Incident Notification. The GNCC Infrastructure Monitoring team provides 24x7 event management/fault management services through the use of an industry leading Network Management System (EMC Smarts). The GNCC Infrastructure Monitoring team provides 24x7 incident recording and classification and serves as the entry point for all customer reported incidents into the GNCC. The GNCC TierI and TierII Technical Support teams provide 24x7 investigation, diagnosis, resolution, recovery, and closure for all network service incidents reported into GNCC. The GNCC TierIII team provides expert level support to the remainder of GNCC and is the escalation point for the other teams. TierIII also works collaboratively with Network Engineering and other critical technology partners throughout the firm on a wide range of technology projects and strategic initiatives to continuously enhance Citi’s technology services. The GNCC Team also consists of regionally aligned network SMEs (subject matter experts) and SDMs (Service Delivery Managers) who provide expert level support and regional service management for clients and internetworking technology infrastructure within their supported region (North America, Latin America, EMEA, Asia Pacific).
GNCC Technical Support Manager Daily Responsibilities The Technical Support Manager will have full ownership of all GNCC technical support engagements including but not limited: 1. All incidents opened as part of event management/infrastructure monitoring 2. All incidents opened in response to phone calls into the GNCC Support hotline 3. All WAN circuits incidents 4. All infrastructure/hardware degradation or failure 5. All technology performance issues reported by clients such as latency, intermittent connectivity, lack of connectivity, file transfer failure, 3rd party connectivity failure, etc The Technical Support Manager must effectively manage all ticket queues and ensure all incidents are handled with appropriate prioritization and are driven to resolution as quickly as possible. The Technical Support Manager must partner directly with the regional SMEs and Service Managers, the L3 staff, the Infrastructure Monitoring Manager, and all other key operational personnel to effectively drive resolution of all incidents. Effective technical support of the Citi network Support: Execution · Ensure compliance with GNCC ticket templates to maximize the effectiveness of ticket notes. Identify repeat offenders and bring them into compliance. · Maintain full awareness of GNCC Support engagements during the shift (walk the floor). Example: Do not have a technician on the phone working a Sev2 EMS for hours without Shift Mgr or L3 or SME engagement. · Ensure all staff follow appropriate troubleshooting methodologies on all incidents. Example: Do not pursue configuration modification if no specific configuration issue has been identified; Do not pursue hardware replacement unnecessarily; instead, follow a methodical troubleshooting process and proceed accordingly. · Ensure direct management engagement on all aging tickets and potentially aging tickets (tickets 2+ days old) · Ensure direct management engagement on all Severity-1 and Severity-2 incidents from incident creation through resolution and closure Support: Process · Ensure the team has broad capabilities to provide proper TierI and TierII technical support for all GNCC managed technologies · Ensure management review of all tickets escalated to GNCC Level-3 and that ‘lessons learned’ from these tickets are effectively communicated back to the team · Ensure synchronization between Technical Support teams and Regional SMEs and Regional Service Managers to maximize effectiveness of Technical Support back into the Regions · Ensure awareness amongst all staff members of hot issues, GNCC caveats, etc. · Provide review/approval from all RFCs raised by GNCC Technical Support staff, ensure all staff are aware of and compliant with change management policies. · Act as a final control point for all P1 RFCs scheduled for implementation during the shift. This includes reviewing the scheduling of the change, the risk posed the environment, the implementation and backout plan, etc. No P1 RFC should proceed without a final review from the on-duty Manager. If there are concerns about proceeding, engage the GNCC Global Duty Manager Effective Service Operations: · Ensure rapid resolution or proper escalation of all incidents · Participate in daily ticket review with GNCC SMEs and Sr Management in accordance with the standard GNCC Operational Oversight practices. The Shift Manager and support staff must promptly act on all direction provided during ticket reviews. · Directly perform senior level escalations to Citi internal technology teams or vendors, Specifically, GNCC Managers should be performing these senior escalations on a manager-to-manager basis in addition to the initial rounds of escalation performed by operations staff · Ensure tickets are working with an appropriate level of prioritization based on criticality, severity, urgency, etc. Tickets specifically identified by Sr Management must receive priority, as these tickets are flowing up the chain for a reason and require rapid remediation and full shift manager and technical support engagement. · Provide timely response to phone calls into the GNCC Technical Support hotline from internal colleagues within CTI, Citi business clients, vendors, and others. · Coordinate conference calls to conduct in depth technical reviews on ongoing incidents. Major Incident Support · Represent GNCC on conference calls for business impacting incidents which may or may not be due to a failure in GNCC managed technology infrastructure · Drive major incident conference calls as a representative of GNCC through consistent, professional, and highly assertive communication · Maintain focus and poise for the duration of the major incident support cycle and work through all challenges with a results oriented attitude and relentless focus on enhanced customer service through rapid incident resolution · Collaborate with GNCC TierIII Support, GNCC SMEs, SDMs, Vendor Support Teams, etc, with the goal of aligning all parties towards achieving incident resolution as quickly as possible · Communicate with GNCC Management to provide frequent status updates regarding the technical issue, status of the remediation efforts, and ongoing business impact Departmental Contributions Introspectively review GNCC 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. Foster innovation. Work with TierIII, SMEs, SDMs, and Engineering colleagues to ensure GNCC support services stay ahead of the market. Think about what we do today versus what we should be doing tomorrow. Drive operational efficiencies. Maintain awareness of all GNCC workflows and automation/efficiency opportunities. Utilize the wide range of tools to enhance efficiencies within GNCC Operations. Provide input to GNCC management on automation enhancements and workflow optimization opportunities This is a night shift position, working Sundays, Mondays, Tuesdays and alternating Saturdays from 6:00 PM -6:00 AM . Qualifications Qualifications / Requisite Knowledge Base 1) 3+ years of experience in providing network operations support. Experience supporting a network with 1000+ nodes is preferred. NOC (Network Operations Center) experience is highly preferred. 2) 3+ years of supervision/leadership in a network operations or other enterprise technology support environment is absolutely required . NOC Management experience highly preferred. Executive communications & crisis management experience highly preferred. 3) Intermediate level working knowledge of enterprise TCP/IP communications (IPv4, QoS, IPSEC, etc) 4) Intermediate level working knowledge of enterprise standard Ethernet media types: Fastethernet, Gigabit and TenGigabit. 5) Intermediate level working knowledge of Cisco routers and switches, WANs, (T1, T3, MPLS) 6) Intermediate level working knowledge of three of the following routing protocols: EIGRP, BGP, OSPF, RIP 7) Any of following Industry Certifications are highly preferred*: I. Cisco Certified Network Professional (CCNP) is highly preferred and required within 1 year of hire. Cisco Certified Network Associate is preferred (CCNA). II. Juniper Networks Certified Internet Associate/Specialist/Professional (JNCIA, JNCIS, JNCIP) III. Information Technology Infrastructure Library – Version 3 Foundations (ITIL Version 3) *A commensurate knowledge base in absence of certification is acceptable. 8) Language Skills beyond English are a plus. Areas of need: Spanish, Portuguese. General Attributes, Characteristics, and Capabilities 1) Highly assertive communications skills, commanding personality. Ability to engage a large audience and lead the discussion with clear, articulate, and highly assertive communication. Must be aggressive but also professional. Must show confidence in all communications so that key stake holders are not doubtful of the information being communicated. 2) Effective prioritization skills and high energy. Ability to work in a fast-paced network operations environment. Ability to work under pressure with conflicting priorities and a fluctuating and potentially voluminous operational workload. 3) Ability to articulate technical information to large audience with various levels of technical knowledge base, including a business management audience that may lack a deep technical understanding of internetworking technology solutions. Ability to drive communication between business leaders and IT. Must exhibit sound and comprehensive communication and diplomacy skills to exchange complex information with inherent confidence. 4) High sense of urgency and commitment to exceeding customer expectations. Strong personal work ethic, inspires excellence and enthusiasm amongst peer group 5) Resilient and highly responsive in overcoming adversity, ability to work through a multitude of challenges/obstacle in order to achieve the desired end result 6) Ability to provide clear and detailed documentation of all technical troubleshooting tasks performed on all incidents in order to maintain proper continuity in a 24x7 network operations center environment. 7) Ability and willingness to operate within tightly controlled operational procedures. Proficiency in managing customer satisfaction requirements within the confines or operational procedures to achieve a suitable outcome for all stakeholders. 8) Demonstrated technical competencies and history of increased responsibilities during previous three years. Strong dedication towards continual growth and self-improvement including year-over-year progression in industry certifications and overall technical proficiencies and knowledge base. 9) Strong analytical, organizational, written and interpersonal skills

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