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
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Job Family:
Infrastructure
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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.
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 review Accessibility at Citi.
View the "EEO is the Law" poster. View the EEO is the Law Supplement.
View the EEO Policy Statement.
View the Pay Transparency Posting
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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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