Citi Infrastructure Tech Analyst in Mexico

  • Primary Location: Mexico

  • Education: Other

  • Job Function: Technology

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 17066329


Infrastructure Tech Analyst

Job Purpose:

The Project & Integration Citrix Platform is responsible for Citrix (CAP) & VDI platform requirements and projects attention for Mexico and LATAM, as well as incidents level 2 and 3 assistance .

CTI Project & Integration Citrix Platform is responsible for:

  • All business areas requiring Citrix (CAP) & VDI services in LATAM/NAM

  • Ensuring that both LATAM ICG and GCG operations migrated to Citrix platform are supported

  • Incident Level 2 and 3 Metrics

  • Applications provisioning

  • One Off, Massive, Custom Build, Packaging Integration

  • CAP (Client Access Point) & VDI (Virtual Desktop Image) Provisioning

  • LATAM Projects – Administration/Metrics & Goals.

Job Background/context:

CTI Mexico is responsible to provide first in class infrastructure services and support for Mexico Business Lines and approximate of 50,000 CTI Customers (Including GCB, ICG and Enterprise O&T).

CTI Mexico Customer Operations is responsible for the support of over 45,000 CTI customers in over 1,450 branches and 158 Campuses located in 400 cities across Mexico. This involves operational delivery of End User infrastructure products encompassing: PCs (+45,000), Peripherals (+34,000) , Messaging, Collaboration , Mobile (+3000 Blackberries) , Printing, Voice (+34,000 Ports) and Data services. In addition, CTI Mexico Customer Operations is responsible for Mass Software Distribution, Control and Compliance for 45,000 PC and 6,500 ATM machines.

Key Responsibilities:

  • First support contact for production environments virtual products incidents, communicating with the corresponding Virtual Workspaces teams to effectively solve the issues.

  • Citrix infrastructure support for XenApp 6.5 Mexico farm.

  • Projects Implementation planning (Timeline, negotiate and communicate risks with the corresponding areas)

  • Receive and document LAT-MEX Projects.

  • Analyze and prepare business cases presentations for management decisions making

  • LAT-MEX Projects Life cycle Management & Monitoring.

  • Internal Documents (Create manuals – process & applications)

  • Assist Application Owners on Wintel Packaging for Virtualization

  • Daily & weekend Server Health Checkouts, in order to monitor performance and maintain an adequate infrastructure

  • Projects & Business BAU - Network bandwidth and performance analysis.

  • VDI & CAP Profiling (business application installation and configuration)

  • Server building and rebuilding. Farm XA 4.5 & XA 6.5 (LATAM/NAM)

  • Create and manage farm XA 4.5 & XA 6.5 publications.

  • VDI & CAP issues troubleshoot

Tests & follow up Cap session and servers decommissioning.

Development Value:

  • 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.


  • Technology Management (specifically Desktop technology infrastructure)

  • Microsoft Products/OS, desktop and servers

  • OVCM Basic Skills

  • Knowledge of business applications used in the different sectors is desirable

  • Knowledge of Convergence Build applications

  • Knowledge of policies that apply to desktop infrastructure ,like security and standardization

  • Problem and incident management skills in different Business areas

  • Working in a heavily controls-focused environment


  • Effective prioritization skills and high energy.

  • Ability to communicate effectively (written and spoken) with global and regional teams

  • Good understanding of project management standards

  • Good organizational, presentation, negotiation and customer service skills

  • Dynamic, enthusiastic and reliable team member comfortable and effective in both face-to-face and virtual interaction

  • Strong personal work ethic

  • Ability to operate within tightly controlled operational procedures.



  • Bachelor's Degree in Computer Systems Engineer or similar is desirable, but experience is more relevant than formal qualifications

  • Capable of maintaining English conversations is necessary to drive Major Problem Review calls with global teams

  • 2 years of experience in desktop plataforms is highly appreciated


  • Operational effectiveness

  • Stress management

  • High sense of urgency

  • Highly adaptable to a diverse culture

  • Manage risk

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