Job details
The Infrastructure Analyst 1 is an entry level role responsible for assisting with first-level Command Center Infrastructure and Change Management Mainframe Support within the CTI. Global Production Operations Group and for all Regions.
Citi’s enterprise operations support, like our customers, spans the globe. Our dedication to them is to deliver the highest quality of service while sustaining one of the largest mainframe infrastructures in the world. That is why we require specialists who are willing to keep the big picture and our goals in focus.
Are you passionate about technology?
Will you bring into our organization new experience and fresh ideas?
If you answered yes it sounds like you are the person we are looking for.
At the Citi Technology Infrastructure (CTI) Enterprise Command Center we operate multiple services and technologies and are currently seeking talented technicians to be a part of our Mainframe Team. You will play a key role in providing support for our operations.
Functional Role & Responsibilities:
· Perform 1st level support and escalate issues to Tier II support if unable to resolve through initial triage and troubleshooting that are within the Command Center operating procedures for Latin American countries business environments to ensure all Quality Initiatives and Service Level Agreements were achieved daily.
· Use monitoring systems to provide the Command Center Management and Technical Support teams an immediate health check on the technology infrastructure that may be involved in the incident.
· Provide effective response when answering phone calls into the Command Center Hotline. Serve as the entry point for incidents into the support incident lifecycle; this includes initial incident recording and classification.
· Maintain procedural documentation update up to business specification Spanish/English.
· Perform change task review, acceptance, and implement change tasks when due.
General Attributes, Characteristics, and Capabilities
· Effective prioritization skills and high energy.
· Likes to work in a dynamic technology operations environment.
· Ability to work under stress with conflicting priorities and a fluctuating and potentially voluminous operational workload.
· High sense of urgency and commitment to exceeding customer expectations.
· Strong personal work ethic that inspires excellence and enthusiasm.
· Resilient and highly responsive in overcoming adversity.
· Ability to work through a multitude of challenges/obstacles to achieve the desired end result.
· Ability and willingness to operate within tightly controlled operational procedures.
Qualifications
•Experience in a technology support role
•Experience with iSeries/AS400/Mainframe is a plus
•Intermediate level working knowledge of enterprise infrastructure monitoring tools.
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
Formal training will be conducted upon onboarding.
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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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