Description

Schedule: 11:30am - 8pm CT Monday-Friday

Must be flexible to work outside of hours as needed

The shift lead is responsible for the daily performance 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 schedule 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.

Job responsibilities include but are not limited to:

* First point of escalation for team and procedural issues provides guidance and instructions to team members and is the primary escalation contact for customer concerns.

* Lead a shift / team that support ATM’s and daily processes. Interaction with customers will be managed systemically, verbally and via email channels.

* Lead responsibility will stretch beyond standard work hours based on escalated issues and support needs.

* Ability to triage and lead multiple processes to ensure accuracy and efficiency.

* Handle all escalated employee concerns ensuring standardization of processes for supporting ATMs

* Responsible for ATM configuration management of ATM devices for ATM Monitoring applications

* Scheduling and deploying software packages to ATMs Globally

* Monitoring and remediation of ATM software failures.

* Support ATM certificate and active directory failures for the ATMs Globally

* Ability to triage and lead multiple processes to ensure accuracy and efficiency.

* Assist with various upgrades, integrations and UAT tests

* Ability to create UAT scripts and perform testing per business requirement

* Work in conjunction with peers and other team members to effectively support our complex model.

* Lead staff to ensure assigned ticket queue is effectively worked within the service level agreement standards.

* Assist in identifying process improvements

* Report and follow-up on aging and reoccurring problems.

* Support onboarding of all new countries or any conversions that would impact ATM support.

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

* Support training and onboarding of new team members.

* Responsible for the escalation management for the applications and ATM outages

* Review and update ATM SC procedures in the Share Point as needed

* Support daily tasks and projects as needed

Qualifications:

* Excellent communication and leadership skills

* Ability to be on call and modify daily shift as required to meet the needs of the business.

* Ability to manage a complex team with 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.

* College degree or comparable Helpdesk Management experience required

* Provide on-call support

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

* ability to work flexible hours when needed

* Ability to lead a team with unique processes and adapt to change rapidly

* Ability to follow complex and unique processes

DECISION MAKING

The shift lead must be able to determine the extent of the problem and ensure that proper notification/escalation procedures are followed. In addition, after the trouble has been resolved, he/she must analyze and present data to explain the cause and steps to prevent reoccurrence. He/she must be able to manage trends or alerts to identify the underlying issue and initiate standard remediation. He/she must perform all mandated processes, administration, compliance, & attestation related activities within the defined timeline to ensure the department remains audit compliant. He/she must take ownership and accountability of your own deliverable actions. The analyst should demonstrate the ability to work in a high volume, pressured, support team.

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Job Family Group:

Technology

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Job Family:

Infrastructure

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Time Type:

Full time

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Primary Location:

San Antonio Texas United States

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Primary Location Full Time Salary Range:

$69,050.00 - $96,350.00

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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Anticipated Posting Close Date:

Jan 13, 2025

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Citi 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.

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