Global Technology Infrastructure Specialist

hace 1 semana


San Francisco, Heredia, Costa Rica Citi A tiempo completo
Job Description

We are seeking a Global Technology Infrastructure Specialist to join our team at Citi. This role involves providing Tier I Technical Support for our global technology infrastructure, resolving simple incidents, executing/coordinate changes, and troubleshooting issues.

Key Responsibilities:
  • Provide timely response to phone calls into the Command Center Technical Support hotline from internal colleagues, 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 Center 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 Center operating procedures.
Requirements:
  • 8+ years of hands on enterprise distributed operations support experience.
  • Advanced understanding of distributed servers and troubleshooting of technology related issues.
  • Intermediate understanding of batch operations in distributed space.
  • Good knowledge of ITIL process.
  • 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 issues encountered.
  • Self-motivated, goal driven and quick learner.
  • Knowledge of ticketing tools like ServiceNow is a plus.


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