Infrastructure Technical Analyst

As a Senior Technical Analyst at the Production Support Command Centre Infrastructure Operations team, you will have the opportunity to support the Service Monitoring, Level 1 and Level 2 Infrastructure Support, and Change Implementation in the Network & Distributed technology environment. Your role is crucial in ensuring the operational aspects of service delivery are completed on time. You will work closely with Shift Managers, Regional leads, Staff Managers, and analysts in the Network/Distributed Team across various global locations to maintain consistency and collaboration. Reporting directly to the Regional Lead, you will play an integral part in the operations. **Role and Responsibilities:** - Handle incidents and changes in the network and distributed environment to maintain operational service delivery timelines. - Execute processes in network and distributed platforms following the KB procedure under the guidance of Shift Lead/Manager/Staff Manager/Regional Lead. - Collaborate with higher-level support, Platform leads, upper management, and stakeholders as needed. - Provide inputs to operations, projects, and other areas to contribute to achieving franchise goals. - Partner with management teams for function integration, goal achievement, and system enhancements for process improvements. - Offer technical/strategic direction and mentor junior analysts. - Provide Tier I Technical Support for global technology infrastructure and backup Tier 2 Technical support ETS analyst. - Resolve simple, automated, and scripted incidents and implement changes for infrastructure requests. - Respond promptly to phone calls into the Command Centre Technical Support hotline. - Troubleshoot and provide client support for technology and infrastructure issues. - Identify severe events and engage Command Centre Management immediately. - Document incident technical details into ServiceNow ticketing system. - Escalate issues to Tier II support, propose process optimizations, and communicate status updates to Command Centre Management. - Execute standard operational processes involving technology and client interfaces. **Knowledge, Skills, and Competences:** - Strong problem-solving and analytical skills with adaptability to changes. - Proficiency in network and distributed technologies. - Familiarity with Data analysis and Automation tools like Ansible, Python, etc. - Basic knowledge of AI. - Effective communication of technical terminology to different audiences. - Excellent organizational and coordinating skills with the ability to prioritize tasks. - Commitment to continual growth and self-improvement. - Efficient time management with a sense of urgency and dedication. - Strong work ethic focused on quality and enthusiasm. - Resilient and responsive in overcoming challenges. - Ability to navigate obstacles to achieve desired results. - Willingness to operate within operational procedures. **Experience & Educational Preferences:** - 6+ years of Technical Operations/Support experience. - Network technical knowledge at CCNA level. - Understanding of distributed knowledge related to servers; certifications like MCSE, Unix, Red Hat are beneficial. - Bachelors/masters degree is preferred. Citi is an equal opportunity employer that values diversity and inclusion in the workplace. Qualified candidates will be considered regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Accommodations for applicants with disabilities are available upon request. As a Senior Technical Analyst at the Production Support Command Centre Infrastructure Operations team, you will have the opportunity to support the Service Monitoring, Level 1 and Level 2 Infrastructure Support, and Change Implementation in the Network & Distributed technology environment. Your role is crucial in ensuring the operational aspects of service delivery are completed on time. You will work closely with Shift Managers, Regional leads, Staff Managers, and analysts in the Network/Distributed Team across various global locations to maintain consistency and collaboration. Reporting directly to the Regional Lead, you will play an integral part in the operations. **Role and Responsibilities:** - Handle incidents and changes in the network and distributed environment to maintain operational service delivery timelines. - Execute processes in network and distributed platforms following the KB procedure under the guidance of Shift Lead/Manager/Staff Manager/Regional Lead. - Collaborate with higher-level support, Platform leads, upper management, and stakeholders as needed. - Provide inputs to operations, projects, and other areas to contribute to achieving franchise goals. - Partner with management teams for function integration, goal achievement, and system enhancements for process improvements. - Offer technical/strategic direction and mentor junior analysts. - Provide Tier I Technical Support for global