Infra Intermediate Technical Analyst

Overview

Senior Technical Analyst role in the Production Support Command Centre Infrastructure Operations team, supporting network and distributed technology services, Level 1 and Level 2 infrastructure support, and change implementation.

What you'll do

• Handle incidents and changes in the network and distributed environment to ensure operational service delivery is completed on time.
• Support the Shift Lead, Manager, Staff Manager and Regional Lead by executing processes on network and distributed platforms in line with KB procedures.
• Engage higher-level support, platform leads, upper management and other stakeholders when required.
• Provide inputs to operations, projects and other areas and contribute to achieving franchise goals.
• Partner with multiple management teams to integrate functions and meet goals, and identify and define necessary system enhancements to support process improvements.
• Provide technical and strategic direction and act as advisor and coach to junior analysts.
• Provide Tier I and Tier II 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.
• Respond in a timely manner to calls into the Command Centre Technical Support hotline from internal colleagues, 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 in the ServiceNow ticketing system.
• Escalate issues to Tier II support if they cannot be resolved through initial troubleshooting within Command Centre operating procedures.
• Propose new process steps or optimize existing processes to benefit operations.
• Communicate with Command Centre Management to provide frequent status updates on technical issues and remediation efforts.
• Execute standard operational processes involving technology and client interfaces.

What you'll need

• Technical Operations or Support experience of 6+ years.
• Network technical knowledge at CCNA level, with enterprise switching and routing troubleshooting expertise.
• Distributed knowledge related to servers.
• Problem-solving and methodical analytical skills.
• Good level of knowledge in network and distributed technologies.
• Ability to communicate technical terminology at the appropriate level to the audience.
• Good organizational and coordinating skills, with the ability to set priorities.
• Good time management skills with a high sense of urgency and dedication.
• Ability and willingness to operate within tightly controlled operational procedures.

Nice to have

• Understanding of a multilayer environment.
• Bachelor's or master's degree.
• High energy with the ability to adjust to changes.
• High-reaching and dedicated to continual growth and self-improvement.
• Clear personal work ethic that inspires quality and enthusiasm.
• Resilient and highly responsive in overcoming adversity.
• Ability to work through multiple challenges and obstacles to achieve the desired result.

Details

• Location: Chennai, Tamil Nadu, India.
• Employment type: Full time.
• Reports directly to the Regional Lead.
• Works from the regional Command Centre in partnership with Shift Managers, Regional Leads, Staff Managers and analysts, in cooperation with operations centres in North and South America, Europe and Asia.