Incident Management L1

The Infrastructure Intermediate Technology Analyst is an intermediate level role responsible for assisting with LAN / WAN and help desk administration activities, including network maintenance, technical guidance, and security in coordination with the Technology Infrastructure team. The overall objective is to use infrastructure technology knowledge and identified policies to process data, resolve issues and execute administrative tasks.**Responsibilities**:- Resolve moderately complex problems/projects through analysis, technical experience, and precedents; provide analysis for more complex issues, escalating as appropriate- 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 makes 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 experienceThis job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.Experiência profesional deseable de 2 a 5 años:- Experiência de control de incidentes empresariales en todas las disciplinas de TI- Conocimiento de una amplia gama de tecnologías empresariales, incluidos, entre otros, servicios distribuidos (UNIX, LINUX, Windows, AS400, etc.), bases de datos SQL y Oracle, infraestructura de red y telefonía, hardware y plataformas de mainframe, middleware, almacenamiento, uso compartido de archivos variables en la nube, servidores proxy, arquitectura web y diversas infraestructuras de virtualización.- Conocimiento en plataformas de herramientas de Enterprise Service Management como ServiceNow, BMC Remedy,- Disponibilidad para rolar turnos que resulta en trabajo en uno o más turnos en un equipo operativo 24x7x365- Dirigir equipos de soporte para abordar y resolver las interrupciones de manera expedita - Asegúrese de que todos los incidentes estén documentados con precisión en los registros de ServiceNow.- Comprensión de las metodologías ITIL y competente en el marco ITIL v4- **_Inglés_**_ intermedio-avanzado deseable_**. Portugués una ventaja significativa- Lic o Ing. Negociable respecto a experiência profesional.- Desirable:_Some of the specific daily tasks that the Junior Incident Manager is engaged with are:- Triage the support teams for expedited troubleshooting within a technical and business bridges- Manage technical calls to recover highly critical services.- Manually engage and or escalate technical teams needed on the calls.- Support Senior Incident Managers with MIM related tasks- Supports informational major incidents for repeatable events within the organization.- Performs L1 and L2 activities and drives towards mastering each ICM tasks.- **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