The Infra Intmd Tech Analyst is an individual contributor support with a combination of Shift Lead Role and responsible for process improvements, automation initiatives within Distributed Operations. The individual is expected to understand and follow CTI Command Center Operations operating procedures, daily support practices, major incident support, etc. and provide feedback to the leadership team, for the purpose of continuous service improvement and operational excellence. Maintaining an awareness of all Command Center workflows and automation/efficiency opportunities, He / She should be able to provide input to management on automation enhancements and workflow optimization opportunities. It is expected that the candidate has demonstrated historical competency in Distributed while also has the technical aptitude to progress towards cross disciplinary technology operations support.
The Infra Intmd Tech Analyst is a senior analyst level role responsible for assisting with Distributed server issues, batch support, etc and command center administration activities, including Distributed server 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:
•Provide Tier I Technical Support for Citi’s global technology infrastructure.
•Resolve simple, automated and scripted incidents
•Execute/Coordinate or implement simple, automated and scripted changes for infrastructure requests.
•Provide timely response to phone calls into the Command Center Technical Support hotline from internal colleagues within CTI, Citi business clients, vendors, and technology teams.
•Troubleshoot and provide client support for technology, Batch 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. Propose new process steps or optimize the existing process thereby bringing benefit to operations.
•Communicate with Command Center Management to provide frequent status updates regarding technical issues and status of the remediation efforts.
•Execution of standard operational processes which involve technology and client interfaces.
•Have a continuous improvement mindset and look forward to improvement areas and automate the redundant process, if any.
Qualifications:
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
Knowledge of Shell scripting, Python, Ansible, YAML, and Terraform is a plus.
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.
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.
Knowledge/Experience:
Essential
Desirable
Skills: (Technical skills)
Essential
Desirable
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