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26 Jan 2018

Systems Specialist 4 – (Heredia, Provincia de Heredia, Costa Rica)


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Job Description

Primary Location: Costa Rica,Heredia Education: High School Diploma/GED Job Function: Technology Schedule: Full-time Shift: Day Job Employee Status: Regular Travel Time: No Job ID: 17085290 Description The GCCS Service Monitoring Analyst is an individual contributor support role in which required experience must fall within one of the following disciplines: Network, Voice, Perimeter Security, Mainframe, or Distributed Systems (i.e. Wintel/UNIX service administration). The individual in this position is expected to understand and follow CTI Command Center Operations operating procedures, daily support practices, major incident support, etc. and provide feedback to the leadership team, for the purpose of continuous service improvement and operational excellence. Functional Role & Responsibilities: • Perform highly effective monitoring in addition to event and fault management of the firm’s infrastructure and applications for the Americas, EMEA, and Asia Pacific regions • Provide rapid response to all actionable alerts in order to execute within the CTI Command Center proactive based support model • Mitigate potential or current business impact by taking immediate action in response to monitoring alerts while operating within CTI Command Center standard procedures • 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. • Assist in coordinating conference calls to conduct in-depth technical reviews on on-going incidents and provide notifications to management and business clients regarding critical incidents • 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 • 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, Telecommunications Carriers, and other Vendors/Partners, upon receipt of these types of calls (Network only) • Record highly detailed incident descriptions inclusive of technical details and business impact into the Incident Recording system • Use the monitoring systems to provide the Command Center Management and Technical Support teams an immediate health check on the technology infrastructure that may be involved in the incident About Citi Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients. Citi’s Mission and Value Proposition explains what we do and Citi Leadership Standards explain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients’ and the public’s trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities. Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop to are widely available to all. Qualifications A Service Monitoring Distributed analyst has the following general characteristics and experience: • General computer knowledge • Ability to utilize Microsoft Office • Ability to escalate issues • Organizational skills • Ability to answer phones and identify where to transfer • Ability to create, assign and transfer tickets. • Being very coachable • Ability to triage issues • Ability to monitor multiple screens • Mainframe infrastructure knowledge • Mainframe Technical skills • Understanding of commands, plus a year of console operations. • Knowledge of jobs structure • Ability to troubleshoot issues • Ability to identify issues for further escalations • Knowledge of Service Now, ability to transfer, close tickets • AS400 overview knowledge • Understanding of AS400 GUI’s and ability to work in green boxes for • BSM knowledge

Source: Citi jobs in Costa Rica

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