Infrastructure Analyst 2

Do you enjoy supporting technology operations on a global level? Are you willing to partner with multiple teams across various functions to deliver premier services? Are you passionate about new technologies and possess the 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 the Production Support Command Centre Infrastructure Operations team, we operate multiple services and technologies and are currently seeking a talented person to support our operations within Network & Distributed technology. As the “Technical Analyst” you will play a key role in supporting the Service Monitoring, Level 1 and Level 2 Infrastructure Support and Change Implementation. This is all done from our state-of-the-art regional Command Centre in partnership with the Shift Managers, Regional leads, Staff Managers and the analysts in Network/Distributed Team in cooperation with our other Operations centres located in North and South America, Europe and 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 as required. 

Role and Responsibilities: 

In this individual contributor role, you will be responsible for handling 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 lead by executing the processes in network and distributed platforms inline to the KB procedure. 

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

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

• Resolve simple, automated and scripted incidents 

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

• Provide timely response 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/batch issues. 

• Recognize severe events as they occur and engage Command Centre Management immediately upon 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 through initial troubleshooting that are within the Command Centre operating procedures. Propose new process steps or optimize the existing process thereby bringing benefit to operations. 

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

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

Knowledge, Skills and Competences: 

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

• Good level of knowledge in network and distributed technologies. 

• Able to communicate technical terminology at the appropriate level to the audience 

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

• Good time management 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 to operate within tightly controlled operational procedures 

Experience & educational preferences: 

• Technical Operations/Support experience of 4+ years is required.  

• Network technical knowledge at CCNA level is required. 

• Distributed knowledge related to servers is required. Understanding of a multilayer environment is helpful(Wintel/Unix) 

• Bachelors/master’s degree is preferred.