Technology Analyst
Citibank
مجموع سنوات الخبرة :15 years, 9 أشهر
- Manage production fixes, ad-hoc requests as well as enhancements to the systems by raising change requests and coordinating with all the relevant stakeholders for discussion and approvals to ensure the service are delivered within specified target.
- Act as a central reference and information source for escalating incident/problem management and change request as well as providing input to the Change Advisory Board (CAB).
- Use project management methodologies, principles and techniques to develop project plans, resources and manage projects. This includes negotiating with stakeholders to avoid paying fines for extended support.
- Lead other team members and drive them through complex projects to be successful and meet tight deadlines. This is by giving guidance on the most suitable solution to be taken when issues has been raised.
- Perform data analysis of various systems, comparing results of reports generated from different business systems and verification of this data to comply with the standard operational procedures.
- Ensure all the services provided by the team are well documented which includes the standard operational service, the processes as well as Operational Manuals.
Providing 3rd Level Support by remediating issues and providing temporary and permanent solutions. This includes identifying root cause and undertaking reactive as well as proactive problems analysis and communicates solutions to support groups.
- Responsible for generation of weekly metrics in the form of a Dashboard were all the inconsistencies of system and processes managed by our team for the region is highlighted. Thereafter providing guidance to the System Administrations of the responsible systems in rectifying these identified issues to comply with the Citi standards and procedures.
- Maintaining operating procedures and Citi Standards documentation in the form of User guides and Process Control manuals (PCMs) with up to date instructions on how-to-do and what-to do within the organization.