Infrastructure Analyst 2, Citi

Citi

Location:
Costa Rica, Heredia

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

At the Production Support Command Centre Infrastructure Operations team, we operate multiple services and technologies and are currently seeking a talented person to support our operations within Network & Distributed technology. As the “Technical Analyst” you will play a key role in supporting the Service Monitoring, Level 1 and Level 2 Infrastructure Support and Change Implementation. This is all done from our state-of-the-art regional Command Centre in partnership with the Shift Managers, Regional leads, Staff Managers and the analysts in Network/Distributed Team in cooperation with our other Operations centers located in North and South America, Europe and Asia.

Job Responsibility:

Handling the incidents and changes in network and distributed environment
Support the Shift Lead/Manager/Staff manager/Regional lead by executing the processes in network and distributed platforms
Engage higher level support, Platform leads, upper management, and other stakeholders when required
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
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
Propose new process steps or optimize the existing process
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

Requirements:

Technical Operations/Support experience of 4+ years
Network technical knowledge at CCNA level
Distributed knowledge related to servers
Understanding of a multilayer environment
Bachelors/master’s degree is preferred

Nice to have:

Understanding of a multilayer environment

Additional Information:

Job Posted:
July 31, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Infrastructure Analyst 2