The Infrastructure Technology Lead 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 resolution to restore services
- Provide Root Cause Analysis (RCA) post restoration of service
- Design testing approaches, complex processes, reporting streams, and assist with the automation of repetitive tasks
- Provide technical/strategic direction to team members
- Review requirement documents, define hardware requirements and update processes and procedures as necessary
- Ensure ongoing compliance with regulatory requirements
- Responsible for applications dealing with the overall operating system
- Conduct project related research
- 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:
- 6-10 years of experience in roles centered around infrastructure delivery (application hosting and/or end user services) with a proven track record of operational process change and improvement
- Understanding of how specialization within area contributes to the business and of competitors' products and services
- Ability to develop projects required for design of metrics, analytical tools, benchmarking activities and best practices
- Ability to work with virtual / in-person teams, and work under pressure / 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
- Ability to communicate technical concepts to non-technical audience
Education:
- Bachelor’s/University degree, Master’s degree preferred
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
Main responsibilities:
-This role is part of productive and non-productive environments support teams; it needs skills to be able to work with banking enterprise applications monitoring tools. It’s a multidisciplinary role that will support several monitoring tools, the individual must be self-taught to accelerate the learning curve of new tools and observability technologies.
-Ability to understand any issue that arises under the use of the three pillars of observability data such as metrics, logs and traces.
-Detect an analyze the significance of events to our operations, software development life cycles, applications security, and end-user experience.
-Implement continuous automation; automatic discovery, instrumentation, and baselining of every system component on a continuous basis shifts IT effort away from manual configuration.
-Comprehensive approach to IT service management, including wide perception of changes, developments, upgrades, infrastructure, and application configurations.
-Build and manage monitoring tools, develop data pipelines, sometimes investigate incidents, and most certainly troubleshoot from time to time.
-Responsible of developing the vision and execution of the observability roadmap (policies, tools and resources) working closely with DevSecOps and infrastructure teams.
-Develop, implement and integrate policies, procedures, tools and resources to support the observability framework.
-Gather new requirements from IT teams and market best practices to enhance the framework.
-Work with support teams on applications scalability, logging, monitoring, intelligent alerting and self-healing.
-Work with product owners to ensure all technical products and services follow observability standards and policies.
-Constantly update personal technical and business knowledge and skills and mentor others to increase the knowledge and skills of the team.
Technical skills:
-Bachelor’s degree in computer science or equivalent combination of education and experience.
-Hands-on experience configuring, implementing and instrumenting observability/monitoring tools including AppDynamics and Splunk are highly desirable. Optionally, are desirable Dynatrace, Evolven, Prometheus, Grafana, Datadog, ELK (Elasticsearch, Logstash, and Kibana), etc. Monitoring full-stack cloud, hybrid, and traditional on-premise systems.
-In-depth knowledge of DSLs (domain-specific languages) such as Apache Lucene, Elasticsearch/ELK Query, Splunk Search Language (SPL), Google Cloud Monitoring query Language (MQL), Prometheus PromQL, Kibana Query Language (KQL), etc.
-Knowledge of configuration management, monitoring dashboards, metrics, alerts, thresholds, reports, etc.
-Prior experience in working with log aggregation, metrics, distributed tracing, synthetics monitoring and real user monitoring. Proven experience working as a L3 support.
-Experience working with incidents support such as ITIL or other ITSM frameworks.
-Excellent troubleshooting skills.
-Soft skills: leadership, communication, collaboration, influencing and organizational skills.
-Experience with automation using PowerShell, Python, Shell scripting or similar tech preferred.
-Knowledge of data visualization.
-Collect, aggregate and visualize collected metrics to provide actionable insights.
-Diagnose and troubleshoot technical issues.
-Intermediate English level is a must; written and spoken, be able to establish technical conversations. Advanced level is a plus.
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Job Family Group:
Technology
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Job Family:
Applications Support
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Time Type:
Full time
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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.
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What We Do
Citi's mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients. We have 200 years of experience helping our clients meet the world's toughest challenges and embrace its greatest opportunities. We are Citi, the global bank – an institution connecting millions of people across hundreds of countries and cities.
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