Infrastructure Technical Analyst

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 inputs to operations, projects and other areas and contribute to achieving the franchise goals.
• Partner with multiple management teams to ensure appropriate integration of functions to meet goals as well as identify and define necessary system enhancements to support process improvements.
• Provide technical/strategic direction and act as advisor/coach to junior analysts
• 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 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.