Infrastructure Operation Support Analyst

Job Description:

In this role, you will introspectively review Command Center 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. Furthermore, innovation should be fostered through collaboration with Tier II, Tier III, SME, and Engineering colleagues to ensure Command Center support services are using best practices.

In conjunction with this, you will drive operational efficiencies by using a wide range of tools available within Command Center Operations. By maintaining an awareness of all Command Center workflows and automation/efficiency opportunities, you should be able to provide input to management on automation enhancements and workflow optimization opportunities

We're looking for candidates who are able to analytically and critically compare how we do business today to how we should do business tomorrow to help ensure that we continue to reach and surpass our goals. 

Responsibilities:

• Responsible for providing Tier I technical support for Citibank’s global network including diagnosing and solving incidents and problems related to the functioning of Citi network infrastructure. Execute or implement automated and scripted changes or infrastructure requests.
• Troubleshoot and provide client support for technology and infrastructure issues.
• Document and update incident technical details into ServiceNow ticketing system.
• Escalate issues to Tier II and III support if unable to resolve through initial triage and troubleshooting.
• 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.

Requirements:

• Possesses intermediate knowledge of the technology infrastructure supported by the Command Center.
• Demonstrated technical competencies and history of increased responsibilities during previous 2 years.
• 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.
• Ability to work with virtual and in-person teams, and work under pressure or to a deadline
• Background in operating network services within international dynamic environment. 
• Understanding of OSI model and network protocols. 
• Industry specific certifications – CCNA or adequate knowledge would be an advantage. 
• Effective written and verbal communication skills 

What we can offer you:

By joining Citi Solutions Center Poland, you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive base salary (which is annually reviewed) and enjoy a whole host of additional benefits such as:

• Private Medical Care Program
• Life Insurance Program
• Pension Plan contribution (PPE Program)
• Employee Assistance Program
• Paid Parental Leave Program (maternity and paternity leave)
• Sport Card
• Holidays Allowance
• Sport and team recreation activities
• Special offers and discounts for employees
• Access to an array of learning and development resources
• A discretional annual performance related bonus
• A chance to make a difference with various affinity networks and charity initiatives

Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day. We want the best talent around the world to be energized to join us, motivated to stay, and empowered to thrive. 

• Sounds like Citi has everything you need? Then apply to discover the true extent of your capabilities.