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Technology Infrastructure Shift Lead

https://www.citi.com/ Logo

Citi

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Location:
Costa Rica , Heredia

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The Technology Infrastructure Support Shift Lead plays a central role in managing and overseeing operational shifts, ensuring effective command and control over shift activities in the global technology operations under their responsibility. Operating within a follow-the-sun model, WFCs are responsible for assigning and monitoring work across the globe, with technical resources distributed across regional sites (NAM, EMEA, LATAM, APAC). Focused primarily on shift management and operational oversight, WFCs ensure service levels and metrics are met while maintaining accountability for technical support operation, which is executed by a series of global resources, from junior technical analysts to advanced technical analysts, during the shift.

Job Responsibility:

  • Shift Management and Command Control
  • Operational Oversight and SLA Fulfillment
  • Shift Assignment and Workload Management
  • Shift Handover and Regional Coordination
  • Reporting and Real-Time Operational Insights
  • Global and Local Shift Leadership
  • Critical Task Approval and Decision-Making

Requirements:

  • 5+ years of hands-on enterprise infrastructure operations support in a global environment
  • Experience managing global technical resources, including workload assignment and oversight
  • Experience in troubleshooting of multiple technologies and related issues
  • Able to work well in a fast-paced environment and be comfortable in stressful situations
  • Can effectively communicate with both management as well as non-technical personnel on any technology issue to ensure they understand the nature of the issue and current statue easily understood on any outage conference calls
  • Detail oriented self-motivated goal driven
  • Adhere to operating procedures and identify any breaches of the process in normal handling of incident tickets
  • Work with vendors across the technology to provide the highest possible uptime rate of Infrastructure services
  • Good English command
  • Technical knowledge in one of the technology domains such as Networking, Servers, Cloud and others: CCNA - CCNP level knowledge and experience or equivalent (at least 2yrs)
  • Advanced familiarity with Cisco IOS and Nexus NX-OS. SDWAN preferable Cisco (Viptela)
  • Intermediate familiarity of Juniper JUNOS and Arista EOS
  • Intermediate knowledge of load balancer technologies, familiar with F5 and Citrix Netscaler
  • Resident expert on how to troubleshoot and resolve hardware issues across all vendors (Cisco, Nexus, Arista, Juniper, F5, Citrix, Checkpoint, Palo Alto)
  • Perform hardware replacements for any environment, including critical environments
  • Troubleshoot software or configuration related issues for Cisco, Nexus, Arista, and Juniper devices
  • Execute network failovers for all routing protocols, especially BGP, OSP, and EIGRP
  • Working knowledge of the following platforms: Amazon Web Services, Linux, Windows Server, Exchange
  • IT problem management or error handling skill would be an advantage
  • Background in operating distributed services within international, dynamic environment is preferred
  • ITILv4 knowledge is required
  • IT infrastructure related technical certifications preferable
  • Experience with process improvement methodologies

Nice to have:

  • IT problem management or error handling skill
  • Background in operating distributed services within international, dynamic environment
  • IT infrastructure related technical certifications
  • Experience with process improvement methodologies

Additional Information:

Job Posted:
April 26, 2025

Employment Type:
Fulltime
Work Type:
On-site work
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