Details: Office Location / Address: Regular Education Level: NAM-USA-TX-Irving, NAM-USA-KY-Florence Shift: Full-time Employee Status: Bachelor's Degree Citigroup's Global Consumer Group serves consumers through retail banking, cards, and consumer finance, providing a full range of innovative and comprehensive products and services. Our businesses also offer industry-leading advanced technology, a strong worldwide presence, and a powerful global franchise. Voice Recording Application Sr. Manager The role of the Voice Recording Application Sr. Manager is to provide technical and operational leadership for the Voice Recording Systems. This includes both production support resolving trouble tickets to support daily business operations, Enginnering, capacity planning, project implementations and compliance governance. The Voice Recording Application Sr. Manager will partner with Operations, other IT groups, and the voice recorder to troubleshoot, diagnose and resolve production problems. Work efforts must comply with Service Level Agreements (SLAs) and Citi standards for incident management, change control and documentation.In Requisition:Provide on-call coverage (24/7) for voice recorders trouble ticketsGather necessary data / examples to diagnose problemWhen appropriate, open and manage vendor support requestsDevelop or determine problem resolutionTest resolution on development systemObtain operational approval of test results and implementation planFollow Citi IT change implementation requirementsParticipate in required conference calls for severity 1/2 issuesEnsure prompt resolution and SLA complianceImplement system enhancement requestsAssess deliverables, identify critical paths and dependenciesEstimate time and cost requirementsEstablish development plan, schedule, and risk / contingency plansTest any system changes in development environment prior to implementationCoordinate scheduling and implementation of request solutionFollow Citi IT change implementation requirementsCommunicate request status to the internal Citi customersDocument timely status updates on assigned trouble tickets and maintenance requests
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