Senior Problem Resolution Specialist

hace 22 horas


San Francisco, 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.

**Key Responsibilities**:

Lead Problem Reviews of Severity 1, 2 and 3 Major Incidents
- Identify focal points then lead causal analysis investigations to successfully identify the true root causes of problems that impact the Citi Technology Infrastructure Operations and Technology IT estate
- Ensure necessary reports (RCAs, Post-Mortem Reports) are created to a high standard of written English and delivered in a timely manner
- Develop and cultivate multi-functional / multi-sector partner relationships at all levels of the organization
- Track problem resolution tasks and document evidence of their completion.
- Keep problem reports (post-mortem reports) current at all times

**Requirements**:

Broad experience in an IT - related operational support role
- Fundamental experience with ITIL good practices a plus
- Operational experience with Service Management / Problem Management is helpful
- Experience with enterprise level service management tools (e.g., Service Now, BMC Remedy, HP Service Center) preferred
- Highly proficient interpersonal skills and consistent track record facing off with senior Business/Technology partners
- Fully Bi-Lingual (English / Spanish) required, Portuguese is a plus
- Highly organized presentation, negotiation and customer service skills
- Creative thinker who challenges the status quo

Citi is the world leader in the financial services sector with 250,000 employees, handling over 200+ million customer accounts while operating in over 190 countries with 16,000+ offices worldwide.

As a member of the Citi Technology Infrastructure Operations team, you will be responsible for identifying and resolving complex technical issues that impact the organization. You will work closely with cross-functional teams to develop and implement solutions, and provide expert-level guidance to junior team members. If you have a passion for problem-solving and a strong background in IT operations, we encourage you to apply for this exciting opportunity.



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