Infrastructure Analyst 2

Do you enjoysupportingtechnology operations on a global level? Are you willing to partner with multiple teams across various functions to deliver premier services? Are you passionate aboutnew technologiesandpossessthe skills necessary to support one of the largest infrastructure environments in the world? Do you have an urge to develop into a leader and run technology teams across the globe?We might have a career opportunity waiting for you.

At theProduction Support Command Centre Infrastructure Operations team,weoperatemultiple services and technologies and are currently seeking a talented person tosupportour operations within Network & Distributed technology.As the“Technical Analyst” you will play a key role in supporting theService Monitoring, Level 1 and Level 2 Infrastructure Support and Change Implementation.This is all done from ourstate-of-the-artregional Command Centre in partnership with theShift Managers, Regional leads,Staff Managers and theanalysts inNetwork/Distributed Team in cooperation with our other Operations centreslocatedin North and South America,Europeand Asia. This role will have a direct reporting line into“Staff Manager”to promote collaboration and consistency.This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned asrequired.

Role and Responsibilities:

In thisindividual contributorrole,you willbe responsibleforhandling the incidents and changes in network and distributed environment to ensure that operational aspects of the service delivery are being completed on time.

• Support the Shift Lead/Manager/Staff manager/Regional leadby executing the processes in network and distributed platforms inline to the KB procedure.

• Engage higher level support, Platform leads, upper management, and other stakeholders whenrequired.

• Provide Tier I Technical Support for Citi’s global technology infrastructure.

• Resolve simple,automatedand scripted incidents

• Execute/Coordinate or implement simple,automatedand scripted changes for infrastructure requests.

• Providetimelyresponse to phone calls into the Command Centre Technical Support hotline from internal colleagues within CTI, Citi business clients, vendors, and technology teams.

• Troubleshoot and provide client support for technology and infrastructure/batchissues.

• Recognize severe events as they occur and engage Command Centre Managementimmediatelyupon awareness of severe technology degradation.

• Document and update incident technical details into ServiceNow ticketing system.

• Escalate issues to Tier II support if unable to resolve throughinitialtroubleshooting that are within the Command Centre operating procedures. Propose new process steps oroptimizethe existing process thereby bringing benefit to operations.

• Communicate with Command Centre Management to provide frequent status updatesregardingtechnical issues and status of the remediation efforts.

• Execution of standard operational processes which involve technology and client interfaces.

Knowledge,Skillsand Competences:

• Problem solving, methodical with analytical skills. High energy with ability to adjust changes.

• Good levelof knowledge in network and distributed technologies.

• Able to communicate technical terminology at theappropriate levelto the audience

• High-reaching and with dedication towards continual growth and self-improvement

• Good timemanagement skills with high sense of urgency and dedication

• Clear personal work ethic that inspires quality and enthusiasm

• Resilient and highly responsive in overcoming adversity

• Ability to work through a multitude of challenges/obstacles to achieve the desired result

• Ability and willingness tooperatewithin tightly controlled operational procedures

Experience & educational preferences:

• TechnicalOperations/Support experienceof4+ yearsisrequired. 

• Network technical knowledge at CCNA level isrequired.

• Distributed knowledge related to servers isrequired. Understanding of a multilayer environment ishelpful(Wintel/Unix)

• Bachelors/master’s degree is preferred.