Network Support Senior Analyst

Summary of Responsibilities To monitor BAU operations for Citi and maintain SLA for incident tickets & service requests. To raise and implement change requests (RFC) based on change management guidelines. To support local and regional voice initiatives, migration and project rollout. To ensure that country managed voice devices are built and maintained in compliance with Citi Engineering (CATE) and information security published standards. To maintain and update voice related inventory and diagrams. Job Description: A.   Manage day-to-day BAU voice operations for Citi. Act as point of contact & escalation for any voice infrastructure related issue and address inquiries from internal clients regarding voice products and services. Ensure that managed voice devices are up and running on a 24x7 basis. Attend regular calls with the regional teams to discuss management updates, initiatives and activities. Join incident management call to troubleshoot and isolate high severity issues and provide technical recommendation in order to restore voice services and minimize impact to business. B.   Monitor tickets and CMP/Orders to maintains at least 99.0 % adherence to SLA for incident tickets and service requests. Participate in regular performance reviews with the vendors such as Telcos in relation to SLA and discuss any pending or outstanding items and identify recurring issues. C.   Maintain accuracy of the voice inventory in the Service Now (SNOW) and Netinfo or equivalent new repository system including voice server and devices, telco circuits and voice related configuration for specific businesses and technical diagrams. Ensure that inventory is being updated regularly including voice expense management and product driver reports and are submitted to stakeholders in a timely manner. D.   Ensure compliance to Citi published standards. Participate in internal audits and quarterly Managers Control Assessment (MCA). Coordinate with Citi Engineering team and regional voice team (L2/L3) for VTM for voice devices and schedule implementation in a timely manner. Coordinate with BISO for any information security initiatives.   E.   Attend kick off meeting set by the Project Manager to determine the scope of the project/initiative as far as voice and network infrastructure is concerned. Prepare and submit the following required documents to the assigned PM.a.   Technical overview. Collaborate with Citi Regional Voice Project support team on recommendation and design of voice infrastructure.b.   Estimated man-hour to complete the projectc.    Timelines of voice-related activitiesd.   Request and review proposal from accredited Citi vendors (ex. Telco, cabling and voice devices) F.   6. Voice Smarthand and B&I will be provided access to voice devices and tools required in preparation and submission of necessary configuration for SNOW change request/Request for Change (RFC). Change implementation will be done based on the standard change window or green zone. Voice Operations Officer should coordinate with respective service providers for the schedule of installation and activation of voice devices. Prepare access pass/work permit to allow service providers to work inside the Citi controlled premises. Voice Smarthand and B&I should coordinate and work together with Regional and Global Voice Operations teams during actual implementation of the change. G.  Ensure that implementation of any change request will not create any issues/problems with existing production services. Immediate fallback must be carried out if problems are encountered due to change implementation. Immediately notify stakeholders on the status any change. Report immediately to management for any failure and problems encountered in the change implementation. Submit regular update/report and track completion of the assigned task. H.   Shall be responsible for escorting the Citi accredited vendors with approved site access/ work permit, to perform maintenance activities inside the Technology Room and Comms room (Branch and Campus). I.  Engage the Citi Enterprise Command Center (ECC) formerly Global Command Center, Global Voice Ops and the Incident Management to get all the necessary technical support to address the critical issue (Sev1 and high Sev2) at the same time collaborating these Global Support team in doing fault isolation together with the onsite vendors (desktop and voice) on the floor/s. Job Skills/Qualifications: 1. Extensive technical experience in voice infrastructure (ACD, VoIP and IP Telephony).2. Has at least 3-5 yrs. experience in management and administration of voice servers specifically Avaya Communication Manager 5.x, Cisco Unified Communication Manager (8.x), Cisco Voice Gateways and Nice Call Recorders.3. Has knowledge in set-up of voice circuits such as E1/R2, ISDN-PRI, SIP and voice adjuncts such as Avaya CMS, AES, Voice Portal. Knowledge in Cisco Unity or UCCX is an advantage.4. Technical certifications such as Avaya (ACA), Cisco (CCNA Voice) ITIL V3, etc. is preferred but not required.5. Has experience in implementation of complex, medium-to-large scale projects as team member or technical lead.6. Can interface with different levels of the organization including internal business clients, regional contacts and vendors in a multi-cultural environment.7. Has experience handling 24x7 operations for a multi-national organization. Educational Level: Bachelor's Degree and other IT related course