Infrastructure Analyst, Citi

Citi

Location:
United States, Irving

Category:
IT - Administration

Contract Type:
Not provided

Salary:

59200.00 - 82600.00 USD / Year

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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 centres located in North and South America, Europe and Asia.

Job Responsibility:

Handling the incidents and changes in network and distributed environment to ensure that operational aspects of the service delivery are being completed on time
Support the Shift Lead/Manager/Staff manager/Regional lead by executing the processes in network and distributed platforms inline to the KB procedure
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 from internal colleagues within CTI, Citi business clients, vendors, and technology teams
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 that are within the Command Centre operating procedures
Propose new process steps or optimize the existing process thereby bringing benefit to operations
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:

Problem solving, methodical with analytical skills
High energy with ability to adjust changes
Good level of knowledge in network and distributed technologies
Able to communicate technical terminology at the appropriate level to the audience
High-reaching and with dedication towards continual growth and self-improvement
Good time management skills with high sense of urgency and dedication
Clear personal work ethic that inspires quality and enthusiasm
Resilient and highly responsive in overcoming adversity
Ability to work through a multitude of challenges/obstacles to achieve the desired result
Ability and willingness to operate within tightly controlled operational procedures
Technical Operations/Support experience of 4+ years is required
Network technical knowledge at CCNA level is required
Distributed knowledge related to servers is required
Understanding of a multilayer environment is helpful
Bachelors/master’s degree is preferred

What we offer:

medical, dental & vision coverage
401(k)
life, accident, and disability insurance
wellness programs
paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays

Additional Information:

Job Posted:
June 04, 2025

Expiration:
June 17, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Infrastructure Analyst

Citi

Location:United States, Irving

Category:IT - Administration

Contract Type:Not provided