Citi - Soporte Técnico Jr - Command Center (Xico)

Jr Technical Support - Command Center will facilitate daily workflow distribution among the available staffing base for a specific command center function. The overall objective is to use infrastructure technology knowledge and identified policies to process data, resolve issues, and execute administrative tasks.

Responsibilities

• Diagnose and resolve problems through troubleshooting and basic analysis, and escalated issues as appropriate.
• Participate in testing activities, including the creation and execution of basic test scripts.
• Assess the applicability of previous or similar experiences and evaluate options under circumstances not covered by procedures.
• Exchange ideas and information in a concise and clear manner.
• Use the monitoring systems to conduct in-depth analysis and provide the Command Center Management and Technical Support teams with an immediate health check on the technology infrastructure that may be involved in the incident.
• Receive calls from internal clients or partners within CTI reporting business impacting high‑severity issues which require immediate engagement.
• Rapidly engage Command Center Management and Technical Support teams upon receipt of these types of calls.
• Provide rapid response to all actionable alerts in order to execute within the CTI Command Center proactive‑based support model.
• Recognize severe events as they occur through use of the monitoring tools and engage Command Center Management and Technical Support teams immediately upon awareness of severe technology degradation.
• Assist in coordinating conference calls to conduct in‑depth technical reviews on ongoing incidents and provide notifications to management and business clients regarding critical incidents.
• Provide effective response when answering phone calls into the CTI Command Center Hotline.
• Serve as the entry point for incidents into the support incident lifecycle; this includes initial incident recording and classification.

Qualifications

• Previous relevant experience in the technology infrastructure supported by the Command Center.
• Availability to work 12‑hour shifts, 4 days on, 3 days off, rotating start times and days off.
• Effective written and verbal communication skills.
• Effective analytic/diagnostic skills.
• Ability to work with virtual and in‑person teams, and work under pressure or to a deadline.
• Demonstrated knowledge of operational process changes and improvement.
• Experience in Tandem, IBM, Unisys, and Open platforms.
• Proficiency with English is necessary for engagement with Integral Command Center leadership, super‑Intermediate.

Education

• Bachelor's/University degree or equivalent experience.

Other job‑related duties may be assigned as required.

Job Family Group

Technology

Job Family

Infrastructure

Time Type

Full time

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.