Mainframe Operations Support - Infrastructure Analyst 1

At the Citi Technology Infrastructure (CTI) Global Production Operations we operate multiple services and technologies and are currently seeking a talented person to run our operations within Mainframe technology as a key part of the CTI Enterprise Command Center Operations Team. As the Mainframe Analyst you will run IT Service orientated coverage within Citi infrastructure to reduce or mitigate any actual or potential outage to our supported businesses. This is all done from our state-of-the-art regional Command Center in partnership with the Workflow Coordinators, Staff Managers and the Mainframe Team in cooperation with our other Operations centers located in North and South America, Europe and Asia.

This position gives you an excellent deal of liberty to self-determine organizational and career direction. Being a part of Command Center Operations team, it is expected you demonstrate competency in Mainframe Technology and the ability to quickly learn multiple platforms, toolsets and processes.

Functional Role & Responsibilities:

In this role as Production Support Command Center Mainframe Platform Support Team - Infrastructure Analyst 1, you will be responsible for day-to-day 24/7 technical support in a follow the sun model in cooperation with team members located in Costa Rica/Irving/Warsaw. Infrastructure analyst is responsible for detecting and reporting all issues reported by monitoring tools and Automation tool. Effective and timely execution of your assignments based on Process control manuals, as well as correct event/incident management will be key to your success in this role. Takes part in GreenZone activities, maintenance actions, Reporting issues to responsible application and supports teams. Takes ownership and deliver with pride to succeed together on all activities required from our scope of support.

Key Responsibilities:

    • System monitoring using monitoring tools as a reporting system that will lead to issue resolution according to procedures to avoid potential financial losses.

    • Reporting of all issues in business approved event management system according to defined department standards.

    • Repair action coordination, conference call handling, and escalation of not resolved issues to higher management levels.

    • Perform all activities in accordance with procedures to maintain the availability of the service. Any change in environment that deviates from standard procedures BAU, must be performed in accordance with the guidelines in the approved change notification. Any incompatibilities should be escalated and clarified.

    • Reporting to a direct supervisor noticed nonstandard problems that could cause significant financial losses.

    • Provision of professional services to all customers reporting problems outside working hours, Preliminary assessment of these problems and reporting them to the appropriate on duty support teams.

    • Compliance with processes, administration, compliance and attestation within a defined time frame, to ensure that the department complies with the audit and take responsibility for delivering the results

    • Passing on related organizational and infrastructure knowledge during daily, scheduled and hands on introductory trainings

Qualifications:

    • 2 to 4 years of experience in Mainframe related Experience or Training will be an advantage.

    • ITIL Foundation Certification or similar will be an advantage.

    • Good level of both spoken and written English.

    • The ability to work under the pressure of time in a financial organization

    • Organized, methodical, multi-task and timely Engaging in delivery concepts within a rigorous time frame

    • Ability to quickly acquire knowledge and learn new platforms and tools.

    • Ability to work effectively with virtual and remote teams

    • Ability to work with technical and non-technical personnel for Major incidents.

    • Willingness to take responsibility for their tasks. Proactivity and flexibility in working schedules.

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.

Knowledge/Experience:

Essential

• Mainframe Operations

• IT Support

Desirable

• Mainframe Support or Development

Skills: (Technical skills)

Essential

• Service delivery

• Service Management

Desirable

• ITIL

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