Infra Intermediate Technical Analyst

Citi; Chennai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Citi is seeking a Senior Technical Analyst in Chennai to support 1st and 2nd line infrastructure operations and change implementation from the Production Support Command Centre. You will work with global teams to resolve incidents, coordinate changes, and maintain robust service delivery.

Ideal candidates have 6+ years in technical operations, CCNA-level networking knowledge, and a degree (Bachelor’s/Master’s).

Qualifications

• 6+ years of technical operations/support experience.
• Network knowledge at CCNA level with enterprise switching and routing troubleshooting.
• Distributed knowledge related to servers; multi-layer environment helpful.
• Bachelors or Master's degree preferred.

Responsibilities

• Provide Tier I and II technical support for Citi’s global technology infrastructure.
• Coordinate and implement simple, automated infrastructure changes.
• Document incident details in the ServiceNow ticketing system.
• Escalate issues to Tier II when necessary and propose process improvements.
• Provide status updates to CommandCentre Management and stakeholders.
• Support Shift Lead and regional leads to ensure smooth ops.

Skills

Network knowledge

Analytical skills

Communication

Time management

Organizational skills

Team coordination

Education

Bachelors/Masters degree

CCNA certification

Tools

ServiceNow

Job description

Job Description:

Do you enjoysupportingtechnology operations on a global level? Are you willing to partner with multiple teams across various functions to deliver premier services? Are you passionate aboutnew technologiesandpossessthe skills necessary to support one of the largest infrastructure environments in the world? Do you have an urge to develop into a leader and run technology teams across the globe?We might have a career opportunity waiting for you.

At theProduction Support Command Centre Infrastructure Operations team,weoperatemultiple services and technologies and are currently seeking a talented person tosupportour operations within Network & Distributed technology.As the“Senior Technical Analyst” you will play a key role in supporting theService Monitoring, Level 1 and Level 2 Infrastructure Support and Change Implementation.This is all done from ourstate-of-the-artregional Command Centre in partnership with theShift Managers, Regional leads,Staff Managers and theanalysts inNetwork/Distributed Team in cooperation with our other Operations centerslocatedin North and South America,Europeand Asia. This role will have a direct reporting line into“Regional Lead”to promote collaboration and consistency.This job description provides a high-level review of the types of work performed.Other job-related duties may be assigned as required.

Role and Responsibilities:

• Support the Shift Lead/Manager/Staff manager/Regional leadbyexecuting the processesin network and distributed platformsinline to theKB procedure.

• Engage higher level support, Platform leads, upper management, and other stakeholders whenrequired.

• Provide inputs to operations, projects and other areas and contribute to achieving the franchise goals.

• Partner with multiple management teams to ensureappropriate integrationof functions to meet goals as well asidentifyand define necessary system enhancements to supportprocess improvements.

• Provide technical/strategic direction and act as advisor/coach tojunioranalysts

• Provide Tier I and T II Technical Support for Citi’s global technology infrastructure.

• Resolve simple,automatedand scripted incidents

• Execute/Coordinate or implement simple,automatedand scripted changes for infrastructure requests.

• Providetimelyresponse to phone calls into the CommandCentreTechnical Support hotline from internal colleagues within CTI, Citi business clients, vendors, and technology teams.

• Troubleshoot and provide client support for technology and infrastructure issues.

• Recognize severe events as they occur and engage CommandCentreManagementimmediatelyupon 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 throughinitialtroubleshooting that are within the CommandCentreoperating procedures. Propose new process steps oroptimizethe existing process thereby bringing benefit to operations.

• Communicate with CommandCentreManagement to provide frequent status updatesregardingtechnical issues and status of the remediation efforts.

• Execution of standard operational processes which involve technology and client interfaces.

Knowledge,Skillsand Competences:

• Problem solving, methodical with analytical skills. High energy with ability to adjust changes.

• Good levelof knowledge in network and distributed technologies.

• Able to communicate technical terminology at theappropriate levelto the audience

• Good organizational and coordinating skills, able to set priorities

• High-reaching and with dedication towards continual growth and self-improvement

• Good timemanagement skills with high sense of urgency and dedication

• Clear personal work ethic that inspires quality and enthusiasm

• Resilient and highly responsive in overcoming adversity

• Ability to work through a multitude of challenges/obstacles to achieve the desired result

• Ability and willingness tooperatewithin tightly controlled operational procedures

Experience & educational preferences:

• TechnicalOperations/Support experienceof6+ yearsisrequired.

• Network technical knowledge at CCNA level isrequired with Enterprise Switching and Routing Troubleshooting expertise.

• Distributed knowledge related to servers isrequired. Understanding of a multilayer environment is helpful.

• Bachelors/master’s degree is preferred.

Job Family Group:

Technology

Job Family:

Infrastructure

Time Type:

Full time

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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