Citi Infrastructure Manager in Mexico
Primary Location: Mexico
Other Location: Asia Pacific, Europe, Middle East, and Africa, Latin America; Canada
Job Function: Technology
Shift: Day Job
Employee Status: Regular
Travel Time: No
Job ID: 16077582
Reporting to Field Services Head, responsible for managing the regional field support activities for Campuses, Branches, Contact Center and affiliates under the area of coverage assigned.
Regular interaction with third party desktop, telephony, printing services, network support and field engineers’ services, substantial effort to ensure that the SLAs are honored and end to end oversight of all the processes.
Local senior management escalations handling and resolution. Provision of regular interaction with 8 peers that are covering the remaining portion of Mexico areas, also with regional Customer Service Center located out country and many other regional work streams.
Field Services manager will be responsible for moving around 12,000 users from 12 campuses into primary center (Revolución Campus) and secondary center (Metepec Campus) according to citi works global strategy which includes 12 campuses closure during 2016-2019. This specific position will be managing 3000 users which include critical services as Call Centers.
„h Local day-to-day management of the assigned region field support engineers. Coordination of the business as usual field dispatch and supporting projects that require field support duties.
„h 5000 monthly average tickets expected to be solved through a managed services contract
„h L1 support for network and voice services
„h Sound judgment for solving non-standard issues and Incidents prioritization.
„h Teamwork with the Central Services dispatcher team to seek for continuous customer satisfaction improvements. Metrics analysis.
„h Connect and interact with different vendors and global/regional teams (Customer Service Center, Global Command Center, etc.) in the incident resolution related to infrastructure issues and internal customer delivery.
„h Service level indicators analysis, responsible for the success of the committed service level agreements, within each region.
„h Interact with end users to understand their needs, deliver proposals or route to the corresponding team to attend these requirements.
„h Broad knowledge of the global operating model and CTI products available, promote the usage of this tools and be able to integrate them in Business proposals.
„h Ensure compliance with internal information security policies, legal and regulatory.
„h Escalation point for all CTI Desktop Support services for the assigned area, interaction with the different vendors (internal and external) until the issue resolution.
„h On a day to day basis, execute the escalate process if needed with the appropriate internal and external teams.
„h Maintain technical teams with the appropriate level of training to attend the user requirements, promote teamwork under a processes oriented environment.
„h Position accountable for taking local decisions for fixing critical issues on time.
„h Successful candidate will be self-driven, highly motivated, and comfortable interacting with internal and external resources with versatile styles.
„h Strong track record in driving successful working relationships.
„h Managing field services preferable within a financial services environment.
„h Direct people management, including remote teams.
„h Microsoft Products/OS, desktop and servers
„h Basic Networking and Voice skills
„h Financial Industry connectivity (e.g. Business to Business networks, Central Bank connectivity requirements, etc.)
„h Tracking resolution efforts and resulting actions that may be required (problem and incident management).
„h Working in a heavily controls-focused environment and process-driven.
„h Experience in call centres environments preferably in finance industry
„h Dealing with implementations during weekends and after normal business hours
Qualifications include, but are not limited to:
„h B.S./B.A. degree level is desirable, but experience is more relevant than formal qualifications. 5 year¡¦s experience at least.
„h English communications, written and spoken, is desirable. 70% approximately.
„h Standard MS Office tools
Exceptional candidates who do not meet these criteria may be considered for the role provided if they have the necessary skills and experience.
„h Education: B. A. Computer Science