Job Description :
Service Delivery Analyst is to deliver the mainframe automation services globally in association with Citi’s service delivery partners.
The function scope is to understand and follow Technology Automation & Tools goals, understand priorities and execute the strategy and provide feedback to the leadership team for the purpose of continuous service improvement and operational excellence.
Having complete understanding of mainframe execution and exposure to automation tools will be an advantage. Being creative with good interpersonal skills to influence people and getting things done will be a plus.
Job Background / Context :
Citi Technology Infrastructure Mainframe Automation & Tools is responsible for system monitoring, alert generation, automation, system recovery and eliminate human intervention globally
Service delivery analyst is responsible to deliver the mainframe automation services for its customers and business in association with TCS delivery partners.
Key Roles & Responsibilities :
Maintaining healthy automation environment of all the regions across the globe and improve overall service quality of all the customers.
Meeting project requirements and the service level expectations within the agreed timeline.
Ensure that customer service is top priority and improvement plans are in place year over year
Relay the organization goals and priorities to the service delivery partners and deliver the goals as per strategy and priority
Establish reporting metrics for all the projects and performances of the team.
Ensures essential procedures are followed and contributes to defining standards.
Act as project manager for all the automation related projects, design and plan for the project rollout dates without any impact to the services.
Participate in forums outside of your immediate responsibility to move the Data Center organization forward
Maintain the relationship between the group, customers and vendors
Have good knowledge of Mainframe automation products is a plus
Able to suggest and rollout proactive solutions and continue to revamp the overall automation environment
Develops strategies to ensure technology infrastructure meets business strategy goals.
Provide solutions to eliminate manual intervention, improve customer service and provide efficiency to handle workload
Demonstrates an in-depth understanding of how technology infrastructure integrates within the overall technology function to achieve objectives;
requires a good understanding of the industry.
Applies in-depth understanding of concepts and procedures within own area and basic knowledge of other areas to resolve issues that have impact beyond own area.
Provides evaluative judgment based on analysis of factual information in complicated, unique and dynamic situations; draws on diverse range of internal and external sources.
Audit & Compliance
Engage with global customers to ensure consistency.
Global CIS mainframe Automation & Tools handles 180 z / OS LPAR globally. All of these instances require standard monitoring and make sure consistent automations are deployed.
Ensure that the team, tools and processes are fully compliant and audit ready
Monitor the skills level of the delivery partner and ensure delivery partners are trained fully to support our business requirements
Ensure that team is staffed adequately to deliver the projects and BAU functions
Ensure to have regular interaction with the team to influence delivery partners to align with the organization goals
Ensure that succession planning is in place for the SME’s
4 to 6 years of work experience in general mainframe with open to learn new automation tools.
Knowledge of Mainframe programming and Automation skills are plus.
Good project management and people management skills.
Ability to communicate clearly, lead audio / video conference meetings, display strong caliber in both written and verbal communications
Ability to support multiple issues under a demanding environment
Ability to investigate and analyze major incidents
Provide input to management on automation improvements and workflow optimization opportunities
Be able to train staff on automation and monitoring products
Handle problems and incidents effectively with or without supervision
Adhere and carry out CTI compliance and regulations
Good understanding and exposure of the command center and automation domain and excellent attitude toward customer service needs be clearly demonstrated
Relevant practical experience in mainframe automation tools and process