Infrastructure Senior Manager Vice President
Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you'll have the opportunity to grow your career, give back to your community and make a real impact.
Job Overview
The Infrastructure Senior Manager is an intermediate level role responsible for driving LAN / WAN and help desk administration strategies, including network maintenance, technical guidance, and security in coordination with the Technology Infrastructure team. The overall objective is to coordinate, manage and advise a team of professionals on technical and strategic concepts and activities.
Responsibilities :
- Lead, evaluate, provide resources and drive a team towards realistic goals
- Apply technical expertise to strategize for current / future technological developments and serve as point of contact for technical questions
- Apply knowledge of concepts and procedures to resolve issues
- Responsible for delivery of end results and resource planning; shares responsibility for budget management which directly impacts the Technology Infrastructure area
- Contribute to formulation of strategies for infrastructure technologies functional areas across
- Demonstrate in-depth knowledge of how Technology Infrastructure integrates within the overall technology function to achieve business goals
- Provide evaluative judgment based on analysis of factual information; resolves problems by identifying and selecting solutions through the application of acquired technical experience and guided by precedents.
- Ensure ongoing compliance with regulatory requirements, evaluate controls to help mitigate negative outcomes through prevention, detection and correction
- Persuades and influences others through communication skills; may negotiate with external parties
- Has the ability to operate with a limited level of direct supervision.
- Can exercise independence of judgement and autonomy.
- Acts as SME to senior stakeholders and / or other team members.
- Ability to manage teams.
- Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
Qualifications :
6-10 years of experience in a Technology Infrastructure role with people management experienceProject management experienceAbility to communicate technical concepts to non-technical audienceExperience in a Financial Services or large complex and / or global environment preferredAbility to develop projects required for design of metrics, analytical tools, benchmarking and best practicesEffective written and verbal communication skillsEffective analytic / diagnostic skillsAbility to partner with virtual and in-person teams, define goals to a team, and work under pressure or to a deadlineEducation :
Bachelor's / University degree, Master's degree preferredThis job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
What we do :
Responsible for frontline support of our Citi workforce delivering end-user products and services with key focus on client experience.Serve as an advocate for our client's technology needs, partnering with DWCS and Product Mgmt. to bring these products to the environment.Delivery of white-glove support model encompassing Desktop, infrastructure, Voice, Help Desk, and Apple Support providing a consistent IT experience for our clients and their IT needs.Offering Premium end-user support for all lines of businesses ensuring priority support, global consistency, and standardization of application and hardware technologies for high-touch business lines across all regions.NAM Strategic Project Delivery - Partner with Corporate Realty Services, the Project Management Office, Network Build Services, CATE, and SA teams to deliver state of the art desktop, voice, and network solutions for NAM campuses. Strategic initiatives include building expansions, virtualization / modern management, network refresh, and technology room build-outs. Responsible for overseeing all activities required to implement technical changes in the field, encompassing coordination and overall management. This includes establishing collaboration across all workstreams to ensure the success and positive client experience upon the completion of initiatives or projects.Change Management - Provide on-site support for EOL initiatives related to desktop, network, and Wi-Fi infrastructure. Coordinate all aspects of technology efforts for virtualization projects, business aligned restacks, WAN circuit upgrades, and facilities related electrical maintenance.Frontline Support for Campus & ICG locations : Focused on delivering high-quality client support for all hardware, software, and vendor products across all locations. Our primary goal is to improve the client experience and ensure that all locations are updated with the latest technological advancements.Service Provision : Overseeing and managing hardware vendors and managed field service support model across a distributed U.S. and Canada network. This includes coordinating logistics for parts and hardware, managing the replenishment of seed stock and break / fix inventory, and offering both remote and onsite technical support.Client Management & White Glove Escalation Support : Focused on managing business relationships and handling the escalation of critical end-user issues. This involves collaborating with the necessary workstreams to facilitate problem identification and resolution through both onsite and remote technical support.Responsibilities :
Contribute to formulation of strategies for infrastructure technologies functionsOn-site & Remote Support Service DeliveryEUS Privileged Access GovernanceIncident / Task ManagementHardware Break / FixProject Delivery & IMAC SupportNetwork & Wi-Fi SupportDesktop Asset ManagementDesktop ProcurementVendor / Contract ManagementSummer Analyst / Associate ProgramsCorporate / BYOD Device ProgramsAssistive Technology (AT) Field SupportAnnual COB Testing & SupportBandwidth Upgrades for NAM WAN CampusContact Center SupportQualifications :
Demonstrate high quality of interpersonal and communication skills.The ability to properly communicate project status and escalate issues in a timely fashion.Excellent problem-solving abilities and innovative thinking as they pertain to the desktop.Excellent assertive communication skillsMust possess good customer relations skillsMust possess the ability to work independently or as part of a team and be well organizedMust possess the ability to manage multiple projects and multi-task effectivelyPC Skills : Microsoft Office suite of products & Computer Hardware KnowledgeInternal Products : Service Now, Resolve IT