Infra Tech Lead Analyst - C13 - HEREDIA

The Infrastructure Technology Lead Analyst 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:

• Create complex project plans, perform impact analyses, solve/work high impact problems/projects, and provide resolution to restore services
• Provide Root Cause Analysis (RCA) post restoration of service
• Design testing approaches, complex processes, reporting streams, and assist with the automation of repetitive tasks
• Provide technical/strategic direction to team members
• Review requirement documents, define hardware requirements and update processes and procedures as necessary
• Ensure ongoing compliance with regulatory requirements
• Responsible for applications dealing with the overall operating system
• Conduct project related research
• Has the ability to operate with a limited level of direct supervision.
• Can exercise independence of judgement and autonomy.
• Acts as SME to senior stakeholders and /or other team members.
• 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:

• 6-10 years of experience in roles centered around infrastructure delivery (application hosting and/or end user services) with a proven track record of operational process change and improvement
• Understanding of how specialization within area contributes to the business and of competitors' products and services
• Ability to develop projects required for design of metrics, analytical tools, benchmarking activities and best practices
• Ability to work with virtual / in-person teams, and work under pressure / to a deadline
• Experience in a Financial Services or large complex and/or global environment preferred
• Effective written and verbal communication skills
• Effective analytic/diagnostic skills
• Ability to communicate technical concepts to non-technical audience

Education:

• Bachelor’s/University degree, Master’s degree preferred

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

The Infrastructure Services Program Management group is seeking a Private Cloud Infra Delivery/Technical Program Management Lead reporting into the Compute Portfolio Management Global Lead. Primary responsibilities: coordinating JIRA, Confluence, ServiceNow and PTS to manage delivery of Private Cloud efforts requested by Infrastructure Services Organization. The work involves coordination of milestone delivery working with peer organizations within Infrastructure Services and cross-functional teams within Technology Infrastructure. The individual will drive to successful outcomes within a given timeline, deliver transparency in risk management and reporting through various levels of management, coordination of requirements gathering, coordination of standard solution designs, coordination of security / risk policies with security teams, coordination with operations and engineering teams on blockers, management of project documentation in accordance with  Citi Program Management Council (CPMC), Citi Program and Project Management Procedure (CPPMS) standards and methodologies, and Infrastructure Services Program Management PCM (Process Control Manual)

Responsibilities:

• Develop and maintain detailed IT work plans thru use of JIRA/Confluence, Advanced Project Roadmap (e.g., schedules, budget, project estimates, resource plans and status reports)
• Interfaces with key stakeholders and portfolio manager regarding status of projects.
• Provides expertise in area and an intermediate level of understanding of the principles of IT project leadership
• Provides in-depth and sophisticated analysis with interpretive thinking to define problems and develop innovative solutions
• Identifying and managing to the critical path and milestones of a schedule
• Identification of risks, which affect milestone deliverables with follow through on mitigation, resolution, and path to green
• Knowledge of key technical dependencies across Compute, awareness of consequences or downstream impact associated with both timely and properly planned deliverables
• Adhere to Citigroup service and delivery processes and procedures
• Development of JIRA and Confluence dashboards for full transparency into assigned initiatives, communication of status and issues to all stakeholders, including senior management, on a timely basis
• Ability to persuade, carry influence and rally diverse interest toward common goals
• Coordination of global virtual teams working across multiple time zones / regions: NAM, EMEA, ASPAC, LATAM
• As plan requires during planned Green Zone, support weekend change bridge, communications and coordination across various technical support teams serving as primary escalation point within Infrastructure Services Program Management
• Prepare and report status on a regular basis, including metrics needed for various risk groups and dashboards where applicable
• Appropriately assess risk when business decisions are made, demonstrating 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

Technical Attributes:

• Advanced:
  • Understanding of Data Center IT components that include Private Cloud
  • Knowledge of virtual environments, containerization, and cloud technologies
• Strong and Demonstratable skills with following:
  • JIRA/Confluence (e.g., dashboards, advanced roadmap, kanban/sprint boards, issues)
  • ServiceNow (e.g., INC, CHG, REQ, SLTN)
  • Microsoft Excel (e.g., Pivot Tables, vertical and horizontal look ups)
  • Microsoft Project (e.g., Project schedule building/editing with multiple dependencies/schedules shifting)

​Skills:

• Ability to work independently, multi-task, and take ownership of various parts of a project or initiative
• Ability to work under pressure and manage to tight deadlines or unexpected changes in expectations or requirements
• Execution oriented with strong attention to detail
• Ability to work in a matrix environment and partner with virtual teams
• Excellent analytical, problem solving and critical thinking skills.
• Exceptional oral and written communication skills
• Exceptional presentation skills.  Ability to present to senior levels of management (e.g., SVP, Director) and to facilitate discussions at the senior stakeholder level

Qualifications:

• 5-8 year’s relevant experience in Financial Services or similar fields with documented track record of success
• Project Management skills/working knowledge of the techniques for planning, monitoring, and controlling programs and resources.
• Valuing Diversity: Demonstrates an appreciation of a diverse workforce. Appreciates differences in style or perspective and uses differences to add value to decisions or actions and organizational success

Education:

• Bachelor’s/University degree or equivalent experience

Mandatory Technical Skills

• English Advanced
• Jira / Confluence /JQL Advanced
• Understanding of OpenShift, VMware, RedHat
• Excel Advanced

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

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