Country Network&Voice Manager (Hybrid)

Manages the overall activities to develop/design, administer, maintain and trouble-shoot of country network and voice infrastructure systems within corporate technology framework standards and policies to meet business objectives within the boundaries of country technology plan, budget, and corporate policies/standards.

Responsibilities:

• Create complex project plans, perform impact analyses solve/work high impact problems/projects, and provide resolutions to restore services.
• Drive Root Cause Analysis (RCA) post restoration of service
• Design testing approaches, complex processes, reporting streams, and create automation of repetitive tasks.
• Processes and procedures as necessary
• Provide technical/strategic direction and act as advisor/coach to lower-level analysts.
• Develop projects required for design of metrics, analytical tools, benchmarking activities, and best practices.
• Responsible for overall operating system applications
• Contribute to technical direction and strategic decisions.
• Has the ability to operate with a limited level of direct supervision.
• Can exercise independence of judgement and autonomy.

• Resolve problems participate projects across country network and voice infrastructure through analysis, technical experience, and precedents; provide analysis for more complex issues, escalating as appropriate.
• Administer the overall activities to develop/design, maintain and trouble-shoot of country, network and voice infrastructure systems within corporate technology framework standards and policies.
• Responds to problems related to/with his/her unit in a way to resolve them fast and effectively with minimal risk exposure to business.
• Collect and organize requirements for hardware acquisition and deployment activities.
• Gather, compile, and synthesize information regarding technology processes or systems; create and prepare reports.
• Assist in systems implementation/enhancements and post implementation activities.
• Reach solutions through technical experience and precedents
• Exchange ideas and information in a concise and clear manner
• Appropriately assess risk when business decisions are made, demonstrating consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
• Provides technical expertise and knowledge in his/her domain in and outside of the department.
• Verify and maintain Network Voice teams technical and procedural documentation processes are adherence to corporate control/risk standards and processes.
• Demonstrate a comprehensive knowledge of how areas of Technology Infrastructure contribute to achieving business goals, projects.
• Shared responsibility for delivery of results and contributes to planning, budget management and formulation of procedures, which directly affects the Technology Infrastructure area; influence for resource planning. Supports CTI Desktop, Network and Voice Group Head in his/her principal functions such as budgeting, planning, and staffing, etc. Provide regular updates.
• Management of vendor performance, maintenance agreements and vendor expenses in his/her domain.
• Participate in testing activities, including the creation and execution of basic test scripts and evaluating results for possible enhancements. Monitor and ensure Network & Voice support teams performs post validation to all changes in his/her domain and all implemented in business green zones.
• Support all Business Continuity requirements. Preparation, Conducting & Documenting the results of COB Testing. Supports and maintains technology infrastructure Network & Voice systems for annual COB testing.
• Provide support to Global Network & Voice teams owning problems, fixes, Major Problem (MIM) Tasks, vendor escalations.
• Ensure all Network & Voice devices managed by either global operations or it is not technically applicable support local managed systems  in same corporate policy and standards
• Complete control activities (risk, self-assessment, COB, audit, etc.) and makes recommendations for enhancements. Conducting entitlement reviews of physical access to the communication rooms accompanying vendors. Performs KRI (Key Risk indicator) checks and prepare, track corrective action plans until resolution.
• Keeps an up to date Network & Voice equipment, data line, telephone line inventory all time. Ensure Network inventory Netinfo system is up to date both circuits & equipment. Provide volumes for rate cards/recovery/Budget Planning/forecasting
• Track systems resource utilization and performance under his/her domain and takes action accordingly with proper corrective action plans.
• Generates regular network and voice resource utilization reports to management. Track Cate capacity analysis and track corrective action plans until resolution.
• Participate in in country/regional/global projects in all phases starting from initiation until closure.
• Act as CTI Country Business recovery coordinator and manages the process of business continuity on behalf of the technology infrastructure unit.
• Manages the record management process on behalf of the technology infrastructure unit.

Qualifications:

• University degree in engineering, MIS/MBA will be plus.
• 5-8 years of experience in Infrastructure Technologies delivery with a proven track record of operational process change and improvement.
• Ability to communicate technical concepts to non-technical audience.
• Ability to work with virtual and in-person teams, and work under pressure or to a deadline.
• Experience in a Financial Services or large complex and/or global environment preferred.
• Effective written and verbal communication skills
• Effective analytic/diagnostic skills
• Experience in infrastructure technologies (Telecommunication, Network, Voice, Video)
• Effective written and verbal communication skills
• Effective analytic/diagnostic skills
• Proficiency in English
• Strong technical skills. Network CCNA,CCNP,  Cisco IP telephony, AVAYA call manager is required.
• Experience on Project Management.
• Multitasking, self-Starter, ability to influence others, flexible to changing priorities.

Education:

• Bachelor’s/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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