Citigroup Inc
Command Center Operations Mainframe Analyst- (Hybrid)
Citigroup Inc, Irving, Texas, United States, 75084
The ECC Level 1 Mainframe Analyst is an individual contributor support role for the Enterprise Command Center Mainframe Support Team. In this role you will be responsible for providing technical support for Citibank’s global Mainframe infrastructure, including diagnosing, solving incidents and problems related to the functioning of the Mainframe infrastructure.
The individual in this position is expected to understand and follow CTI Command Center Operations operating procedures, daily support practices, major incident support, etc. and provide feedback to the leadership team, for the purpose of continuous service improvement and operational excellence. Maintaining an awareness of all Command Center workflows and automation/efficiency opportunities, they should be able to provide input to management on automation enhancements and workflow optimization opportunities.
Responsibilities:
Provide Tier I technical support for Citi’s global technology infrastructure
Be up to date with all operational processes and procedures within the first year
Execution of standard operational processes
Resolve incidents, changes, or infrastructure requests
Provide timely response to phone calls into the Command Center Technical Support hotline from internal colleagues within CTI, Citi business clients, vendors, and technology teams
Troubleshoot and provide client support for technology and infrastructure issues
Recognize severe events as they occur and engage SME/WFC and Mainframe Management immediately upon awareness of severe technology degradation
Document and update incident technical details into ServiceNow ticketing system
Escalate issues to SME/WFC and/or Tier II support if unable to resolve through initial triage and troubleshooting
Communicate with SME/WFC and Mainframe Management to provide frequent status updates regarding technical issues and status of the remediation efforts
Cooperate with coworkers to support workload breakdown
Provide recommendations for process improvements to WFC/Process Lead; participate in changes as necessary
Qualifications:
Strong communication skills, both written and verbal
Previous relevant experience preferred in Mainframe console operations.
Knowledge of z/OS, JES2, CICS command structures.
TWS scheduling knowledge a plus.
IPL experience with z/OS or ZVM LPARs a plus.
IBM SA (System Automation) experience a plus
Effective analytic/diagnostic skills
Ability to work with virtual and in-person teams, and work under pressure or to a deadline
Demonstrated knowledge of operational processes.
Familiarity of PC skills including Microsoft Office Products
Knowledge of Service Now, ability to open, transfer, and close tickets
Education:
Bachelor’s/University degree or equivalent experience
*** Please note this role require shift work 11AM-11PM, 3.5 days a week, Sun-Wed or Wed-Sat.
Job Family Group:
Technology
Job Family:
Infrastructure
Time Type:
Full time
Primary Location:
Irving Texas United States
Primary Location Full Time Salary Range:
$59,200.00 - $82,600.00
In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.
Most Relevant Skills
Please see the requirements listed above.
Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.
Anticipated Posting Close Date:
Aug 20, 2025
Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
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 (https://www.citigroup.com/citi/accessibility/application-accessibility.htm) .
View Citi’s EEO Policy Statement (https://www.citigroup.com/global/eeo-aa-policy) and the Know Your Rights (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) poster.
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.
The individual in this position is expected to understand and follow CTI Command Center Operations operating procedures, daily support practices, major incident support, etc. and provide feedback to the leadership team, for the purpose of continuous service improvement and operational excellence. Maintaining an awareness of all Command Center workflows and automation/efficiency opportunities, they should be able to provide input to management on automation enhancements and workflow optimization opportunities.
Responsibilities:
Provide Tier I technical support for Citi’s global technology infrastructure
Be up to date with all operational processes and procedures within the first year
Execution of standard operational processes
Resolve incidents, changes, or infrastructure requests
Provide timely response to phone calls into the Command Center Technical Support hotline from internal colleagues within CTI, Citi business clients, vendors, and technology teams
Troubleshoot and provide client support for technology and infrastructure issues
Recognize severe events as they occur and engage SME/WFC and Mainframe Management immediately upon awareness of severe technology degradation
Document and update incident technical details into ServiceNow ticketing system
Escalate issues to SME/WFC and/or Tier II support if unable to resolve through initial triage and troubleshooting
Communicate with SME/WFC and Mainframe Management to provide frequent status updates regarding technical issues and status of the remediation efforts
Cooperate with coworkers to support workload breakdown
Provide recommendations for process improvements to WFC/Process Lead; participate in changes as necessary
Qualifications:
Strong communication skills, both written and verbal
Previous relevant experience preferred in Mainframe console operations.
Knowledge of z/OS, JES2, CICS command structures.
TWS scheduling knowledge a plus.
IPL experience with z/OS or ZVM LPARs a plus.
IBM SA (System Automation) experience a plus
Effective analytic/diagnostic skills
Ability to work with virtual and in-person teams, and work under pressure or to a deadline
Demonstrated knowledge of operational processes.
Familiarity of PC skills including Microsoft Office Products
Knowledge of Service Now, ability to open, transfer, and close tickets
Education:
Bachelor’s/University degree or equivalent experience
*** Please note this role require shift work 11AM-11PM, 3.5 days a week, Sun-Wed or Wed-Sat.
Job Family Group:
Technology
Job Family:
Infrastructure
Time Type:
Full time
Primary Location:
Irving Texas United States
Primary Location Full Time Salary Range:
$59,200.00 - $82,600.00
In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.
Most Relevant Skills
Please see the requirements listed above.
Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.
Anticipated Posting Close Date:
Aug 20, 2025
Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
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 (https://www.citigroup.com/citi/accessibility/application-accessibility.htm) .
View Citi’s EEO Policy Statement (https://www.citigroup.com/global/eeo-aa-policy) and the Know Your Rights (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) poster.
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.