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Infrastructure Senior Technical Analyst

3.00 to 5.00 Years   Mumbai City   02 Apr, 2019
Citibank India
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
Industryanking / Financial Services
Functional AreaTestingStatistics / Analytics
EmploymentTypeFull-time

Job Description

Job Summary:

  • The functional duties of this position include troubleshooting, request fulfillment, remote support, trouble ticket escalation, monitoring and follow-up throughout the resolution cycle for all supported Voice related products globally
  • Primary interface for internal/external Citigroup businesses and customers as well as other technical support teams to provide Voice related technical and procedural assistance
  • Responsible for technical support on the Global Voice platforms which includes timely processing of all maintenance activities and ensuring that all related tasks are handled in a controlled and compliant manner against internal policies and procedures
  • Responsible for continual process improvements and adaptation to new business processes and procedures
  • Working according the service level objective to ensure issues and requests are resolved in a timely fashion and properly documented.
  • Ensure high-levels of Customer Service and Satisfaction in a challenging Shared Services environment
  • Conducting deep incident diagnosis and determining the most effective and standard method of restoring service
  • Accountable for daily, weekly, and monthly MIS reporting related to system maintenance activities
  • Assist in audit and compliance efforts for department, including risk review, self-assessment, COB/business monitoring and documentation of policies and procedures, participation in occasional auditing projects or provides information and access to accounting records as required
  • Contribute/Create process control manual and other documentation as required
, Job Skills/Qualifications:
  • Advanced/Level3 skills and strong experience in supporting Voice infrastructure components related to Avaya, Cisco, and Genesys PBX platforms
  • Advanced/Level3 skills and strong experience in supporting Oracle & Ribbon SBCs
  • Knowledge and experience on Voice recording, Dialers & IVRs is plus
  • Good understanding of LAN/WAN technology a plus
  • Ability to organize, prioritize and schedule work assignments to help ensure high levels of Customer Service and Satisfaction in a challenging Shared Services environment
  • Understanding of CTI integration and interoperability with other components
  • Good understanding of VoIP architecture
  • Ability to perform troubleshooting and problem solving
  • Ability to manage multiple tasks and priorities
  • Ability to manage aggressive deadlines
  • Attention to details
  • Fluent level of English speaker
  • Excellent analytical skills
  • Ability to work flexible hours
  • Excellent communication skills verbal and written
  • Avaya, Cisco or equivalent certification
  • College/university degree preferred

Keyskills :
processoperationsmisenvironmentmultipletroubleshootingarchitecturejavasupportmaintenanceserviceservicesactivesharedmonthlydirectorycustomertechnical

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