The Infrastructure Analyst 2 is an individual contributor support role in which required experience must fall within Distributed Operations. The individual 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. Maintaining an awareness of all Command Center workflows and automation/efficiency opportunities, they should be able to provide input to management on automation enhancements and workflow optimization opportunities.
It is expected that the candidate has demonstrated historical competency in Distributed while also has the technical aptitude to progress towards cross disciplinary technology operations support.
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 Center 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 Center 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 Center operating procedures.
•Communicate with Command Center 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.
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.