Analista de Infraestructura y SLA's - C10 - Hybrid - Ciudad de México

The Infrastructure Analyst 2 is an intermediate level role responsible for assisting with LAN / WAN and help desk administration activities, including network maintenance, technical guidance, and security in coordination with the Technology Infrastructure team. The overall objective is to use infrastructure technology knowledge and identified policies to process data, resolve issues and execute administrative tasks.

Responsibilities:

• Diagnose and resolve problems through evaluative judgment, troubleshooting and analysis
• Ensure successful completion of data loads and batch processing
• Participate in testing activities, including the creation and execution of basic test scripts
• Execute project plan task
• Participate in control activities (risk, self-assessment, COB, audit, etc.) and make recommendations for enhancements
• Evaluate issues using existing procedures or similar/related experiences; recommend and implement solutions
• Exchange ideas and information in a concise and clear manner
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• 0-2 years of experience in a Technology Infrastructure role
• Ability to communicate technical concepts to non-technical audience
• Ability to work with virtual and in-person teams, and work under pressure or to a deadline
• Effective written and verbal communication skills
• Effective analytic/diagnostic skills

Education:

• Bachelor’s/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Key Responsibilities:

• Service level indicators analysis, responsible for the success of the committed service level agreement and asset management
• Vendor performance management through monthly metrics analysis.
• Coordination of the business as usual field dispatch and supporting projects that require field support duties.
• 5000-7000 monthly average tickets expected to be solved through a managed services contract
• L1/L2 support for desktops, laptops, workstations and peripheral devices such as printers, scanners, biometrics
• L1 support for network, video and voice services
• Sound judgment for solving non-standard issues and Incidents prioritization.
• Teamwork with the Central Services dispatcher team to seek for continuous customer satisfaction improvements.
• Connect and interact with different vendors and global/regional teams (Customer Service Center, Global Command Center, Network Core Infrastructure Services, Service Delivery, etc.) in the incident resolution related to infrastructure issues and internal customer delivery.
• Interact with end users to understand their needs, deliver proposals or route to the corresponding team to attend these requirements.
• Broad knowledge of the global operating model and CTI products portfolio available. Promote the usage of this tools and be able to integrate them in Business proposals.
• Ensure compliance with internal information security policies, legal and regulatory.
• Escalation point for all CTI Desktop Support services for the assigned area, interaction with the different vendors (internal and external) until the issue resolution.
• On a day to day basis, execute the escalate process if needed with the appropriate internal and external teams.
• Position accountable for taking local decisions for fixing critical issues on time.
• Fixed Assets Management

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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.

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