Infrastructure Senior Tech Analyst

hace 8 horas

Heredia, Costa Rica Citi A tiempo completo

The Infrastructure Senior Technology Analyst 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.

Responsibilities:
Create complex project plans, perform impact analyses solve/work high impact problems/projects, and provide resolutions to restore services
Drive Root Cause Analysis (RCA) post restoration of service
Design testing approaches, complex processes, reporting streams, and create automation of repetitive tasks
Review requirement documents, define hardware requirements and examine and update processes and procedures as necessary
Provide technical/strategic direction and act as advisor/coach to lower level analysts
Develop projects required for design of metrics, analytical tools, benchmarking activities and best practices
Responsible for overall operating system applications
Contribute to technical direction and strategic decisions
Has the ability to operate with a limited level of direct supervision.
Can exercise independence of judgement and autonomy.
Acts as SME to senior stakeholders and /or other team members.
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:
5-8 years of experience in Infrastructure Technologies delivery with a proven track record of operational process change and improvement
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
Experience in a Financial Services or large complex and/or global environment preferred
Effective written and verbal communication skills
Effective analytic/diagnostic skills

Education:
Bachelor's/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Acts as a Vendor Relationship Liaison
Will have oversight responsibilities over day-to-day Service Desk Operations.
Will need to collaborate with workforce management teams to ensure proper staffing and scheduling are achieved.
Ensure that all contractual service levels are met by our service provider.
Work with service provider to mitigate any performance issues including assisting with recovery planning in collaboration with our service providers.
Contribute to financial targets and initiatives by safeguarding against unnecessary expenses and recommending cost saving opportunities
Plans for upcoming organizational needs and implement strategies in a proactive manner.
Ensures department operates efficiently and according to company policies and standards.
Resolve escalated issues and complaints.
Development, maintenance and testing of the project's business continuity plan.

Tools to be used and nice to have knowledge:
ADMAN – Active Directory Management
Airwatch
ASMGR – Avaya System Manager
ASA - Avaya System Administrator
CUCA – Cisco Connection Administrator
CUCM – Cisco Communication Manager
CHDP – Citi Help Desk Portal
CMP – Citi Marketplace
CDP – Client Distribution Portal
Pinnacle
Safeword
Safeword Premier
CyberArk
WAIS - WAIS Emergency Access
ServiceNow
Voyager
WMC - Wireless Management Console
VCenter – Virtual workspace center
Zoom Console
WRA – Windows remote assistance.
Systrack
ResolveIT
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Job Family Group:
Technology------------------------------------------------------
Job Family:
Infrastructure------------------------------------------------------
Time Type:
Full time------------------------------------------------------
Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi") invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity reviewAccessibility at Citi.

View the "EEO is the Law" poster. View theEEO is the Law Supplement.
View theEEO Policy Statement.
View thePay Transparency Posting

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