Citi Infrastructure Analyst 1 in Mexico

  • Primary Location: Mexico

  • Other Location: Asia Pacific, Europe, Middle East, and Africa, Latin America; Canada

  • Education: Other

  • Job Function: Technology

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 17042320

Description

Infrastructure Analyst 1

Job Purpose:

The Infrastructure Analyst is an individual contributor support role in which required experience must fall within the Mainframe and Distribute platform with an emphasis on console operations and monitoring of Banamex environments. The GCC Infrastructure Analyst working in close partnership with the Shift Support Manager in this position 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.

This position will report the to Shift Manger of Mexico CCO and is expected to act a mentor and trainer to more junior operations staff

JobBackground/context:

Citigroup Technology Infrastructure (CTI) is responsible for providing technical support and delivery to internal Citigroup businesses on a global & regional basis.

CTI Command Center Operations (CCO) is responsible for providing monitoring, support & escalation of infrastructure, network, batch & service failures globally, via Service Monitoring within strategic Command Centers, Level-1 Infrastructure Operations Support, Global Batch Management Services, Automation & Tooling and Incident Control.

KeyResponsibilities:

·This position will facilitate daily workflow distribution amongst the available staffing base for specific command center function. This includes handling workflow re-allocation in response to dynamic operational needs or unexpected staffing challenges while maintaining minimum coverage levels for the function or engaging management for escalation

·Use the monitoring systems to conduct in-depth analysis and provide the Command Center Management and Technical Support teams an immediate health check on the technology infrastructure that may be involved in the incident

·Receive calls from internal clients or partners within CTI reporting business impacting high severity issues which require immediate engagement.

·Rapidly engage Command Center Management and Technical Support teams upon receipt of these types of calls

·Perform highly effective monitoring in addition to event and fault management of the firm’s infrastructure and applications for Mexico

·Provide rapid response to all actionable alerts in order to execute within the CTI Command Center proactive based support model

·Recognize severe events as they occur through use of the monitoring tools and engage Command Center Management and Technical Support teams immediately upon awareness of severe technology degradation

·Assist in coordinating conference calls to conduct in-depth technical reviews on on-going incidents and provide notifications to management and business clients regarding critical incidents

  • Provide effective response when answering phone calls into the CTICommand Center Hotline. Serve as the entry point for incidents into thesupport incident lifecycle; this includes initial incident recording andclassification

DevelopmentValue:

·Ability to work in a fast-paced operations environment.

·Ability to work under pressure with conflicting priorities and a fluctuating and potentially voluminous operational workload.

·Ability to articulate technical information to large audience with various levels of technical knowledge base, including a business management audience.

·Ability to drive communication between business leaders and IT.

Knowledge/Experience:

·Possesses intermediate knowledge of the technology infrastructure supported by the Command Center.

·Possesses the necessary technical skills and managerial acumen required to drive critical issues to resolution through direct engagement and collaboration with partner organizations across CTI.

·Effective prioritization skills and high energy.

·Ability to work in a fast-paced operations environment.

·Ability to work under pressure with conflicting priorities and a fluctuating and potentially voluminous operational workload.

·Ability to articulate technical information to large audience with various levels of technical knowledge base, including a business management audience.

·Ability to drive communication between business leaders and IT.

·Must exhibit sound and comprehensive communication and diplomacy skills to exchange complex information with inherent confidence.

·High sense of urgency and commitment to exceeding customer expectations.

·Strong personal work ethic that inspires excellence and enthusiasm amongst peer group.

·Ability to work through a multitude of challenges/obstacles in order to achieve the desired end result.

·Ability to provide clear and detailed documentation of all technical troubleshooting tasks performed on all incidents in order to maintain proper continuity in a 24x7 operations center environment.

·Ability and willingness to operate within tightly controlled operational procedures.

·Strong dedication towards continual growth and self-improvement including year-over-year progression in industry certifications and overall technical proficiencies and knowledge base.

Strong analytical, organizational, written and interpersonal skills.

Skills:

• Effective prioritization skills and high energy.

• Ability to work in a fast-paced operations environment.

• Ability to work under pressure with conflicting priorities and a fluctuating and potentially voluminous operational workload.

• Ability to articulate technical information to large audience with various levels of technical knowledge base, including a business management audience that may lack a deep technical understanding of internetworking technology solutions.

• Understands Banamex specific business processes and operational practices

Qualifications

Qualifications:

·B.S./B.A. degree level is desirable, but experience in Tandem, IBM, Unisys and Open platforms is more relevant than formal qualifications.

·Proficiency with English is necessary for engagement with Global Command Center leadership

Competencies

·Think strategically

·Develop talent

·Focus on clients

·Operational effectiveness

·Promote teamwork

·Drive results and manage performance

·Manage risk