Infra Tech Lead Analyst

Company: Citi
Location: Garland
Posted on: January 20, 2023

Job Description:

The Voice Recording Integration and Support Analyst is a seasoned professional role where in-depth disciplinary knowledge is required and can contribute to the development of new techniques, process improvements and efficient workflow for the area or function. They will possess Integration subject matter knowledge and industry standard expertise within the telephony and voice recording disciplines. The right individual will have an in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the function and overall business. They will be able to evaluate moderately complex issues with substantial potential impact, where development of an approach or taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information. The right individual will have good analytical skills to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Strong communication, negotiation and diplomacy skills are essential and required. They must be confident in their own abilities and able to regularly or if called upon to assume a leadership role within teams. And make a significant impact in terms of project size, geography, etc. by influencing decisions through advice, providing counsel or facilitating services to others in an area of specialization. Work and performance of all teams in the area are directly affected by the performance of the individual.Responsibilities:--- Analyses system / application architecture; ensures that architecture conforms to enterprise blueprints. --- Troubleshooting problems and managing escalations. Provide solutions for issues in timely manner. --- Technical leadership for incidents, diagnosis and determining the most effective way of resolving problems.--- Manage vendor interaction and activities, perform service reviews --- Translates complex business problems into sound technical solutions and has basic commercial awareness.--- Exhibits a sound understanding of concepts and principles in architecture and basic knowledge of these elements in other areas and direct liaison with other development and support teams locally and globally--- Participate in delegated voice recording projects globally and ensure standards and delivery of solutions are to Citi compliance and governance standards.--- Designs, develops, documents, tests, and debugs software that contains logical and mathematical solutions to business/mission--- Applies the appropriate standards, processes, procedures, and tools throughout the development life cycle--- Corrects program errors, prepares operating instructions, compiles documentation of program development, and analyses system capabilities to resolve questions of program intent, output requirements, input data acquisition, programming techniques, and controls--- Work with development team supporting applications and systems which interface with the NICE Voice Recording and Analytic systems to resolve issues as well as implement improvements.--- Strong understanding of Storage Area networks (SAN), Microsoft OS & MSSQL server environments for both software, hardware/ database clusters configurations --- Strong communication, organization, time management and planning skills --- Strong problem-solving skills and analytical approach --- Solid understanding of TCPIP and SIP/ VOIP/ RTP and Voice Codecs and how to trouble-shoot--- Good understanding of Session Border Controllers (SBC), virtualization technologies (VMware) and cloud implementations--- Fluent English written and spoken. Second language is good to have but not essential--- You have proficiency with MS PowerPoint, Excel, Access or other analytical toolsQualifications:--- Consistently demonstrates clear and concise written and verbal communication and prioritization skills--- Strong team-player/ collaborator with effective communication (written and oral) and planning skills--- Ability to develop working relationships, manage multiple activities and changing priorities--- Creative thinker who is well organized and a practical problem solver who can "think outside the box". --- Self-starter with ability to take the initiative, can work under pressure, meet deadlines and master new tasks quickly--- Extensive technical knowledge of the NICE Recording system - Engage 7.2+ / Nexidia Analytics - and application support.--- Experience using SQL Server, Reporting Services Data mining, Business Intelligence (BI), S3 storage, AWS and cloud systems--- Ideal candidates will have some embedded software or app development experience--- Call Center knowledge - ACD, Avaya PBX, Session Border Controllers, IVR, and Voice and Data Networks--- Able to set goals and complete tasks with minimal direction, as well as the ability to identify and escalate broader issues in a timely manner.--- Apply knowledge and experience to varied situations which may require flexibility in decision making to resolve an issue.--- At least 5 years' experience in infrastructure, network or application-level vulnerability testing and auditing.--- Knowledge of network and web related protocols (e.g., SIP, TCP/IP, UDP, IPSEC, HTTP, HTTPS, routing protocols)--- Scripting/programming skills as additional advantage (simple scripting/automating the workflows)--- Fluent English written and spoken --- Effective analytic/diagnostic skills--- Ability to communicate technical concepts to non-technical audienceEducation:Higher Diploma or University degree or equivalent experienceThis job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required. - Job Family Group: Technology - Job Family:Infrastructure Time Type: Full time Primary Location: Irving Texas United States Primary Location Salary Range: $116,880.00 - $175,320.00 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.Citigroup Inc. and its subsidiaries ("Citi") invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi .View the " EEO is the Law " poster. View the EEO is the Law Supplement .View the EEO Policy Statement .View the Pay Transparency Posting - Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.

Keywords: Citi, Garland , Infra Tech Lead Analyst, Professions , Garland, Texas