Infrastructure Technology Analyst

hace 4 semanas

Xico, México Citi A tiempo completo

The Infrastructure Technology Analyst is a key role within the Technology Infrastructure team, responsible for assisting with LAN / WAN and help desk administration activities. The analyst will work closely with the team to maintain network infrastructure, provide technical guidance, and ensure security in accordance with Citi's policies and procedures.

**Key Responsibilities**:

Resolve moderately complex problems/projects through analysis, technical experience, and precedents
Participate in testing activities, including the creation and execution of basic test scripts and evaluating results for possible enhancements
Complete control activities (risk, self-assessment, COB, audit, etc.) and make recommendations for enhancements
Collect and organize requirements for hardware acquisition and deployment activities
Gather, compile, and synthesize information regarding technology processes or systems; create and prepare reports
Assist in systems implementation/enhancements and post-implementation activities
Reach solutions through technical experience and precedents
Exchange ideas and information in a concise and clear manner
Has the ability to operate with a limited level of direct supervision.
Can exercise independence of judgement and autonomy.
Acts as SME to senior stakeholders and/or other team members.

**Qualifications**:

2-5 years of experience in a Technology Infrastructure role (education/professional) with demonstrated knowledge of operational process change and improvement
Effective written and verbal communication skills
Effective analytic/diagnostic skills
Ability to communicate technical concepts to non-technical audience
Ability to work with virtual and in-person teams, and work under pressure or to a deadline

**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.

The role involves extensive interaction, collaboration, and facilitation with internal infrastructure teams for causal code solutions as well as client production support teams to assess actual impact. Developed communication and diplomacy skills are required in order to guide, influence, and properly inform others, which includes members from other teams and at times external customers or vendors.

**Key Responsibilities**:

Lead Problem Reviews of mostly Severity 3, and occasional Severity 2 and 1 Major Incidents
Gather process flows and research the infrastructure prior to the start of investigations
Identify focal points then lead causal analysis investigations to successfully identify causes of problems that impact the Citi Technology Infrastructure Operations and Technology IT estate
Ensure necessary reports (RCAs, Post-Mortem Reports) are created to a high standard of written English and delivered in a timely manner
Track problem resolution tasks and document evidence of their completion.
Maintain problem reports (post-mortem reports) so that they are current
Ensure global proactive remediation
Suggest the areas of improvement in terms of automation & streamlining business
Perform regular Problem Management meetings with Application / Business / Development areas to track progress of error resolution tasks
Identify and manage Service Improvement Programs for chronic incidents
Drive continuous improvements with technology teams from causal analysis investigations

**Qualifications**
3+ years of experience in an IT-related operational support role
Knowledge of Service Management / Problem Management desirable, certified in ITIL a plus
ServiceNow experience is a plus
Must be proficient in Spanish and English (written and Spoken)
Able to produce high-quality problem reports
Broad technical experience an advantage
Strong analytic/diagnostic skills and attention to detail
Confident communicator at all levels
Innovative; challenges the status quo
Bachelor's degree or equivalent work experience required
**Job Family Group**:
Technology
**Job Family**:
Infrastructure
**Time Type**:
Full time
Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

View the "EEO is the Law" poster. View the EEO is the Law Supplement.

View the EEO Policy Statement.

View the Pay Transparency Posting

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