Support Lead/EMEA GCG Resiliency Coordinator

компания "citibank" russia support lead/emea gcg resiliency coordinator role is having a dual purpose. on one hand it is expected through direct engagement in russia l1 operations ensuring quality of service provided for gcg in russia. it will require maintaining good relations with business and operations on the ground as well as a good degree of understanding of regional and local systems of the market and processes they support. this role will be responsible for driving all reactive and proactive activities and tasks needed to achieve desired service quality with highest emphasis on incident inflow reduction. on the other to drive positive changes within production management and partnering teams in terms of increasing an overall resiliency and continuity of business agenda of supported systems and processes. this part of the job will be emea wide (5 markets where gcg is present) and will require close cooperation with different stakeholders including continuity of business regional team and market specific coordinators.responsibilities: strong understanding of itil processes and ability to drive service excellence within and between teams, leading l1 teams (citi and vendor) driving their maturity while addressing business priorities, experience & comfort in managing escalations with high focus on their communication aspect, ability to drive quality through analytics and metrics, building and promoting metrics driven l1l2 operations, overseeing their day to day results and ability to modify approach to ensuring sla met. ability to build and maintain effective communication with local an regional business, operations and technology leadership teams to ensure effective communication and alignment accountable for embedding continual service improvement practices in day to day operations with a strong bias for driving the operational excellence across the region together with production management leadership team and partners. good understanding of gcg infrastructure and application environment qualifications: 3-5 years of working experience in application technology or production support, preferably in banking sector good understanding of processes within it support in service delivery (incident, problem, change and continuity management) experience in managed services model working closely with the vendor strong communication skills positive ‘can-do’ attitude self-starter, takes ownership and accountability for assigned work midrange experience, understanding cloud, virtualization, apis, and modern software languages, ability to influence people fluent english education: bachelor’s/university degree or equivalent experience