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:

The Infrastructure Analyst 2 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.

Job Responsibility:

Diagnose and resolve problems through evaluative judgment, troubleshooting and analysis
Ensure successful completion of data loads and batch processing
Participate in testing activities, including the creation and execution of basic test scripts
Execute project plan task
Participate in control activities (risk, self-assessment, COB, audit, etc.) and make recommendations for enhancements
Evaluate issues using existing procedures or similar/related experiences
recommend and implement solutions
Exchange ideas and information in a concise and clear manner
Appropriately assess risk when business decisions are made
Provide Level2 Technical Support for Citibank's global network with a focus on network infrastructure in the Americas region
Provide 'Break/Fix' support of standard enterprise Cisco Internetworking Technology solutions
Provide 'Break/Fix' support for Internetworking technology infrastructure solutions such as Load Balancers (F5 and Citrix), Juniper Routers, DNS (QIP/IPAM), VoIP Appliances (Avaya), WiFi/Wireless communications support, SDWAN
Provide timely response to escalations from internal colleagues within CTI, Citi business clients, vendors, and others
Coordinate conference calls to conduct in depth technical reviews on ongoing incidents
Represent NSS on conference calls for business impacting incidents
Drive major incident conference calls as a representative of NSS
Maintain focus and poise for the duration of the major incident support cycle
Collaborate with NSS Level3 Support, NSS SMEs, SDMs, Vendor Support Teams etc.
Communicate with NSS Management to provide frequent status updates

Requirements:

3+ years of experience in providing network operations support
Experience supporting a network with 1000+ nodes is preferred
NOC (Network Operations Center) experience is highly preferred
Intermediate level working knowledge of enterprise TCP/IP communications (IPv4, QoS, IPSEC, etc)
Intermediate level working knowledge of enterprise standard Ethernet media types: Fastethernet, Gigabit and TenGigabit
Intermediate level working knowledge of Cisco/Juniper/Arista routers and switches, SDWAN technology and Cloud services platform
Intermediate level working knowledge of three of the following routing protocols: EIGRP, BGP, OSPF, RIP
Cisco Certified Network Professional (CCNP) is highly preferred and required within 1 year of hire
Cisco Certified Network Associate is preferred (CCNA)
Juniper Networks Certified Internet Associate/Specialist/Professional (JNCIA, JNCIS, JNCIP)
Information Technology Infrastructure Library – Version 3 Foundations (ITIL Version 3)
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
Effective analytic/diagnostic skills
Fluent English

Nice to have:

Developer skills such as Python
Language Skills beyond English are a plus (Spanish, Portuguese)

Additional Information:

Job Posted:
November 26, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Infrastructure Analyst 2