Service Desk Regional Lead

hace 7 meses

Ciudad de México Citi A tiempo completo

**Responsibilities**:

- Manages one or more apps support teams.
- Provide a holistic view of the production environment for both technology and business management, working closely as a trusted partner for senior business heads.
- Provide guidance on feedback reviews with development managers, ensuring outstanding issues are tracked to closure, particularly long-term strategic fixes.
- Performs controlled resolution of incidents and problems including prioritization and escalation to relevant groups when appropriate, root cause analysis of all problems with follow-through to resolution.
- Requires awareness of audit and compliance related issues.
- Contributes to formulation of strategies for apps support and other functional areas.
- Ability to handle incidents, problems and change at a global enterprise level. Calm and analytical when faced with major incidents on critical systems.
- Responsible for delivery of end results and shares responsibility for budget management which directly impacts the apps support area; accountable for resource planning.
- Manages customer satisfaction requirements of operational procedures to achieve a suitable outcome for all stakeholders
- Exhibits sound and comprehensive communication and diplomacy skills to exchange complex information with inherent confidence with operations and technology partners on a regional or global basis.
- Focus on people development, evaluating subordinates' performance and making decisions on pay increases, hiring, terminations and other personnel actions and deputize for the regional support manager.
- Performs other duties and functions as assigned

**Qualifications**:

- 6-10 years experience in an Apps Support role would be an added advantage, but not essential
- Experience with people management
- Highly assertive communications skills, commanding personality. Ability to engage a large audience and lead the discussion with clear, articulate, and highly assertive communication. Must show confidence in all communications
- Effectively share information with other support team members and with other technology teams
- Ability to plan and organize workload
- Consistently demonstrates clear and concise written and verbal communication skills
- Ability to communicate appropriately to relevant stakeholde

**Education**:

- Bachelor’s/University degree, Master’s degree preferred

Spanish & English speaking skills are mandatory

Responsible for vendor SLA governance and Service Delivery & Management.

Focus on eliminating redundant processes and work towards smart automation of Service Desk scope of work.

Leverage skills in collaborating with & advising cross-functional teams on matters related to service catalogue and successful deployment & adoption of new service tools and processes.

Participate in definition and standardization of SLA, OLA and vendor contracts.

Responsible for end to end escalation Management, Identification & Resolution.

Utilize the efficiencies gained by automation to onboard new work into the Service Desk scope.

Identify and right place the activities between Enterprise Command Centre(ECC), Service Desk & L2 function

Set up the on-boarding process for new work coming into Service Desk Review the existing L2 landscape and plan movement of Service Desk or ECC type of work accordingly.

Provide strategic influence and exercise control over vendor resources, service management and planning

Monitor Quality and Metrics as committed in plan and ensure compliance. Suggest appropriate policies and processes for bringing in Operational service excellence.
- **Job Family Group**:
Technology
- **Job Family**:
Applications Support
- **Time Type**:
Full time
- Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**.

View the **EEO Policy Statement**.

View the **Pay Transparency Posting

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