Job Description

Primary Location: Costa Rica Education: Bachelor’s Degree Job Function: Operations Schedule: Full-time Shift: Day Job Employee Status: Regular Travel Time: No Job ID: 18008631 Description •Perform complex assignments and in-depth analysis of data and system interaction for resolution of investigations. •Supervises assigned groups for success based on the Queries & Investigation framework. •Actively monitors and executes actions to ensure SLA, KPI and other performance metrics are met. •Works hand-in-hand with Managers, and Service Delivery to ensure Critical and High impact issues are discussed for resolution. •Provides resolution for queries, incidents and problems. •Able to staff to peak according to monitor using shiftable baseline methodology. •Applies specialized field knowledge in monitoring, assessing problems, root cause analysis, interpreting issues, summarizing and/or evaluating processes and information for resolution. •Liaises between technology, operations support, production support, production teams and stakeholders to provide resolution. •Handles escalations on L0 – L3 complexity cases and drives for resolution with involved stakeholders. •Integrates disciplinary knowledge within own specialty area of understanding related industry practices. •Good understanding of how systems and teams interact with each other in accomplishing the objectives of the area. •Develops technical knowledge of industry practices and standards via training, shadowing. •Must be able to exchange information in a concise and logical way while being sensitive to audience diversity. •Learns and has a strong knowledge of their own process and its linkages with other processes and teams (within FRSS and with other CSC Products). •Is held accountable for job responsibility according to goals. •Adaptability to change and propose operational execution corrections and feedback if needed to managers and stakeholders from business. •Good understanding of the FRSS/ CSS organization structure. •Interacts effectively in team meetings, providing constructive and relevant input. •Conducts himself in a professional manner, communicates effectively. •Understands and updates procedure documents and knowledge databases that are factually and grammatically correct alongside ease of understanding. •Expresses opinions in a positive and constructive way during meetings and 1:1. •Provides performance feedback to Junior and Senior analyst and aids in their development. •Demonstrates ability to work under pressure delivering solutions to incidents and problems. •Ability to work flexible schedules. •Self-motivated and ability to work independently. •Proactively escalate issues to direct/matrix manager and supervisor. •Good communication skills – oral and written. •Proactively takes charge of own training needs and executes CSS University training plans. •Proactively discusses Indivual Development with direct managers and owns his/her career. •Is able to appropriately do crisis management, ensuring plans and solutions are duly displayed to all stakeholders and drives for resolution. •Is constantly learning and has a curious mind. •Follows the office dress code and acts in a professional manner. •Demonstrates team work and helps junior analysts in area for the team success. •Provide excellent customer service to internal/external clients. •Participates in VOE initiatives and other site wide initiatives. •Shows a demonstrated familiarity with CSS Value Contribution Model & FRSS vision, mission & strategy. •Self-Driven, able to execute with minimal supervisions on the required processes. Qualifications Required Qualifications: A degree in Systems/Industrial Engineering, Accounting, Finance OR related business experience. 5+ years of relevant work experience as supervisor/junior manager. Basic Knowledge of SQL, VBA programing languages is a plus. Intermediate to Advance English proficiency. 80% required.

Source: Citi jobs in Costa Rica

How to Apply

Click Here to Apply

Apply for this Job

Name *

Email *

Message *

Upload resumé (pdf, doc, docx, zip, txt, rtf)

Upload cover letter (pdf, doc, docx, zip, txt, rtf)

Is fire “hot” or “cold”? *