Infrastructure Analyst

Citibank (Switzerland) AG; Chennai District; On-site; Confidential; Full time

Job summary

Citibank (Switzerland) AG, based in Chennai, seeks a Senior Technical Analyst to support global technology infrastructure within the Production Support Command Centre. The role covers incident and change handling across network and distributed environments.

You will collaborate with Shift Leads and Citi teams to troubleshoot issues, document incidents in ServiceNow, coordinate changes, and provide Tier I support to Citi's infrastructure.

Qualifications

• Experience in supporting network/infrastructure operations.
• Ability to work with multiple teams across functions.

Responsibilities

• Handle incidents and changes in network and distributed environments to ensure timely service delivery.
• Support Shift Leads/Managers and regional leads by executing processes in line with KB procedures.
• Engage higher level support, platform leads, and stakeholders as required.
• Provide inputs to operations and projects to achieve franchise goals.
• Document and update incident details in ServiceNow and escalate when needed.
• Coordinate simple, automated changes for infrastructure requests.
• Communicate status updates to Command Centre Management.

Skills

Problem solving

Analytical thinking

High energy

Adaptability

Job description

Do you enjoy supporting technology operations on a global level? Are you willing to partner with multiple teams across various functions to deliver premier services? Are you passionate about new technologies and possess the 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 the Production Support Command Centre Infrastructure Operations team, we operate multiple services and technologies and are currently seeking a talented person to support our operations within Network & Distributed technology. As the “Senior Technical Analyst” you will play a key role in supporting the Service Monitoring, Level 1 and Level 2 Infrastructure Support and Change Implementation. This is all done from our state-of-the-art regional Command Centre in partnership with the Shift Managers, Regional leads, Staff Managers and the analysts in Network/Distributed Team in cooperation with our other Operations centres located in North and South America, Europe and 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:

In this individual contributor role, you will be responsible for handling the incidents and changes in network and distributed environment to ensure that operational aspects of the service delivery are being completed on time.

• Support the Shift Lead/Manager/Staff manager/Regional lead by executing the processes in network and distributed platforms inline to the KB procedure.
• Engage higher level support, Platform leads, upper management, and other stakeholders when required.
• Provide inputs to operations, projects and other areas and contribute to achieving the franchise goals.
• Partner with multiple management teams to ensure appropriate integration of functions to meet goals as well as identify and define necessary system enhancements to support process improvements.
• Provide technical/strategic direction and act as advisor/coach to junior analysts
• 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 Centre Technical 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 Command Centre 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 Centre operating procedures.
• Propose new process steps or optimize the existing process thereby bringing benefit to operations.
• Communicate with Command Centre 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.

Knowledge, Skills and Competences:

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