• Competitive
  • Singapour, Singapore
  • CDI, Plein-temps
  • Citibank NA
  • 20 nov. 17

Applications Support Technical Specialist

Applications Support Technical Specialist

  • Primary Location: Singapore,Singapore,Singapore
  • Education: Bachelor's Degree
  • Job Function: Technology
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 17054810


Description

The role will focus predominately on the support of the Global Liquidity Reporting System (GLRS) application - Working closely with existing GLRS L1, L2 and L3 Application support manager and resources. This will include planning, resourcing, training, communication, tracking and reporting to ensure timely Support resolution with the minimum of disruption to the client base. The support manager will create strong relationships with client partners and internal support groups to ensure effective oversight, management and reporting of client impacting issues.
Additionally, The role will present exposure to multiple departments and regional support teams across Citi as well as senior management, control and compliance, legal, and development / engineering teams - specifically, to Citi businesses within Treasury.
Responsibilities include:
  • Work closely with Level 3 onshore and offshore resources to ensure escalated issues are resolved in a timely manner with documented RCA
  • Management of Agg Tool and Simulation resources to support business process and issues
  • Point of Escalation to manage high impacting issues and provide communication to end users
  • Improve current processes to facilitate excellent customer service, For e.g. ServiceNow
  • Direct and support the daily operational activities of the end user support services department
  • Provide Reporting Metrics for Global meetings with the FRO's (FRO Mumbai, FRO Tampa, FRO BD etc) and Senior Management
  • Maintain tracking of reported incidents, Service Requests
  • Build/enhance the GLRS Support Model where required and ensure this is enforced with users and support teams
  • Management of bi-weekly meetings with the FRO's in order to provide updates on reported issues
  • Ensure weekly reports are sent to FRO's on reported issues
  • Hold daily/weekly meetings with staff in order to provide guidance and management updates
  • Improve communications processes with FRO's and Tech Teams.
  • Project Management - Monitor and Maintain compliance around GLRS related project activities
  • Vendor Management - Monitor and ensure quality service of Level 1, Level 2 GIDA resources


Qualifications

  • BS/BA required
  • 5+ years prior experience as an Analyst in financial services
  • 3+ years prior experience working as a support manager in an executive administrative role and previous experience in financial reporting and budgeting
  • Excellent Project  Management experience
  • Experience in large mutli-location process-driven environments and will have very strong oral and written communication skills and an analytical approach to their work
  • Experience in supporting web based technology applications in a large enterprise environment
  • Understanding of financial products (Securities, Deposits, Loans, Derivatives, Debt and Secured Financing) on a bank's balance sheet is preferred
  • Strong technical proficiency, including advanced Excel skills
  • The candidate must be able to work with teams as well as independently in a dynamic, fast paced environment
  • Excellent interpersonal skills
  • Strong multi-tasking skills
  • Self-starter and able to work on own initiative
  • Strong customer service skills along with verbal, written, and interpersonal communication skills
  • Excellent Project  Management skills - such as planning, multi-tasking, communicating
  • Good understanding of supporting a complex and distributed technical environment
  • Solid problem solving and analytical skills
  • Strong team player