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Senior Infrastructure Lead Analyst

hace 2 meses

Xico, México Citi A tiempo completo

Job Summary

The Senior Infrastructure Lead Analyst is accountable for the overall infrastructure service delivery and improvement, business engagement, project & demand management, estate, and financials for Citi's infrastructure services.

This role requires a comprehensive understanding of multiple areas within a function and how they interact in order to achieve the service level and stability of business services. Applies in-depth understanding of the business impact of technical contributions. Accountable for delivery of a full range of services to one or more banking businesses. Excellent communication skills required to negotiate internally, often at a senior level. Exercises control over resources, policy formulation and planning. Involved in short- to medium-term planning of actions and resources to remediate or improve service performance and continuity.

Key Responsibilities

Client Services

• Responsible for the overall relationship between Infrastructure Team and the IT team

• Primary point of contact for questions and escalations; drive remediation with appropriate Infrastructure teams.

• Provide clear and consistent communications across the businesses of Infrastructure activities impacting Consumer technology

• Provide clear communications to the Infrastructure Management team regarding business activities.

• Prepare and deliver monthly LOB/Domain MOR's to CIO's/ Tech Heads and deliver message on health of business

• Facilitate the annual client satisfaction survey, communicate results, and drive action plans for YOY improvements

Project Delivery

• Facilitate the initiation and communication of Infrastructure Strategic Initiatives that impact the Consumer clients.

• Provide Senior Leadership from initiation to implementation for key business projects.

Infrastructure Roadmap

• Publishes forward view of the Consumer infrastructure roadmap

• Engage Consumer teams to review infrastructure solutions and deployment strategies.

Service Delivery

• Joint accountability for the services (service health, risks, performance) within your respective client organizations

• Partner to facilitate the management of incident/problem activities.

• Ensure data capture in ServiceNow is accurate; assist in making as complete as possible with right context

• Assess service readiness of all major releases/ implementations.

• Partner with Production Mgmt on service risk and process maturity assessments and drive remediation of SIPs.

• Review capacity needs of the Consumer environments and ensure demand forecasts are evaluated and cared for.

• Identify any underutilization of resources that may provide an efficiency opportunity.

• Maintain end-to-end configurations for services in partnership with Production Mgmt Configuration Manager

• Support the reviews of the Service Provider to meet/exceed SLA's.

Estate Management

• Understanding of Estate Risk Profile and Resiliency for respective Consumer clients

• Drive remediation of all priority (tier 1 & 2) EOVS and tech mandatory activities.

• Understanding of Estate utilization, capacity planning, target platforms and transition strategy

• Deliver on Productivity targets for business

Financial Management

• Coordinate the Infrastructure annual plan process and deliver plan reviews with respective Consumer clients.

• Define key business volume drivers, opportunities, and targeted improvements

• Develop and deliver Financial Reporting required by the regions/LOBs/countries.

• Manage the Consumer demand strategy and provide demand analysis to the Consumer businesses

• Partner with Estate Mgmt on EOL/EOVS/Optimization/app retirement inventory and define the costs/benefits.

• Perform chargeback analysis and facilitate any billing disputes and resolutions.

• Provide cost modeling and 'what if' scenario analysis

• Identify financial control process gaps/pain points and drive service improvements.

Qualifications

• 15+ years of overall experience in IT

• 8-10 years of relevant experience over infrastructure implementation role or senior level experience in an Infrastructure Support role with SME in one or more areas (ie open systems wintel/Linux or openshift/PCF, network/communications, Mainframe Unisys/Tandem/IBM, or SAN/VMware infrastructure)

• Successful experience managing service performance of infrastructure production environments

• Experience for technical leadership of SRE team including processes design, establishing and monitoring for automation, self-healing and chaos engineering with focus in infrastructure.

• Experience in leading, diagnose and troubleshoot to solve Major Incidents in production environment.

• Budget management, Risk & Control management, influencing skills

Education

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

• Certification in one SME area

• Support the end-user satisfaction process (NPS) and service improvement programs

• Knowledge in infrastructure monitoring tools

• English / Spanish