Infrastructure Technical Analyst

Citi; New York (NY); Hybrid; USD 13,000 - 19,000; Full time

Job summary

Citi is seeking an Infrastructure Technical Analyst in Chennai, offering a hybrid work model. The role focuses on supporting production infrastructure, incident management, and change execution across global centers.

You will work with regional leads and Shift Managers in a high-availability environment to ensure service reliability. The role emphasizes collaboration, documentation, and proactive problem-solving, with opportunities to mentor junior analysts and contribute to process improvements

Qualifications

• 6+ years of technical operations/support experience.
• Network technical knowledge at CCNA level.
• Distributed servers knowledge; multilayer environment helpful.
• Bachelor's/Master's degree preferred.

Responsibilities

• Handle incidents and changes in network and distributed environments.
• Provide Tier I technical support for Citi’s infrastructure.
• Coordinate and implement simple changes for infrastructure requests.
• Document incident details in ServiceNow and escalate when needed.
• Provide input to operations and collaborate with multiple management teams.

Skills

Network knowledge

Analytical skills

Communication

Time management

Problem solving

Mentoring/ coaching

Education

Bachelor's degree

Master's degree

Tools

ServiceNow

Job description

Infrastructure Technical Analyst

Location: Chennai, Tamil Nadu, India

Job Type: Hybrid

Discover your future at Citi

Working at Citi is far more than just a job. A career with us means joining a team of approximately 219,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

Job Overview

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.
• Good level of knowledge in network and distributed technologies.
• Able to communicate technical terminology at the appropriate level to the audience
• Good organizational and coordinating skills, able to set priorities
• High-reaching and with dedication towards continual growth and self-improvement
• Good time management 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 to operate within tightly controlled operational procedures

Experience & educational preferences:

• Technical Operations/Support experience of 6+ years is required.
• Network technical knowledge at CCNA level is required.
• Distributed knowledge related to servers is required. 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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