The Infrastructure Senior Technology Analyst is an intermediate level role responsible for assisting with LAN / WAN and help desk administration activities, including network maintenance, technical guidance, and security in coordination with the Technology Infrastructure team. The overall objective is to use infrastructure technology knowledge and identified policies to process data, resolve issues and execute administrative tasks. Renault ID: R1938076

Responsibilities:

• Create complex project plans, perform impact analyses solve/work high impact problems/projects, and provide resolutions to restore services
• Drive Root Cause Analysis (RCA) post restoration of service
• Design testing approaches, complex processes, reporting streams, and create automation of repetitive tasks
• Review requirement documents, define hardware requirements and examine and update processes and procedures as necessary
• Provide technical/strategic direction and act as advisor/coach to lower level analysts
• Develop projects required for design of metrics, analytical tools, benchmarking activities and best practices
• Responsible for overall operating system applications
• Contribute to technical direction and strategic decisions
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
• Perform 3rd level support for desktop incident tickets related to convergence standard applications, Windows client OS builds, patch deployment and other desktop supported enterprise products.
• Point of contact for desktop operations by providing reliable information, standard processes, information security and available solution with regard to desktop operations related inquiries and requirements for desktop enterprise products
• Provide 3rd level support expertise and assistance to desk side operations support, Helpdesk and Software and Patch deployment team and other application support streams related to desktop environment inquiries, issues and escalations.
• Investigate, diagnose, troubleshoot, resolve and monitor incident tickets within the agreed Service Levels and document all procedures in ticketing system – ServiceNow.
• Escalates incident/problem tickets to Subject Matter Experts (Engineering, application owner, infrastructure support or vendor) if required to develop fix or patch in desktop environment.
• Research reported issues to find resolution through log analysis, problem replication, knowledgebase searches, and peer collaboration
• Perform troubleshooting, repair and reporting of faulty desktop system management client such as Radia in Windows 7 and SCCM client in Windows 10 used for desktop patching, software delivery, and systems reporting in Citi environment.
• Ensure team goals for (SLA) Service Level Agreements are met.
• Contribute to desktop projects (global installs/upgrades) as a project team member
• Remotely diagnose and resolve requests utilizing remote tools
• Troubleshoot and collaborate with other departments to assist with infrastructure related issues
• Document customer interactions in incident management system including asset management
• Follow management guidance, adhering to IT policy and procedure

Qualifications:

• 5-8 years of experience in Infrastructure Technologies delivery with a proven track record of operational process change and improvement
• Ability to communicate technical concepts to non-technical audience
• Ability to work with virtual and in-person teams, and work under pressure or to a deadline
• Experience in a Financial Services or large complex and/or global environment preferred
• Effective written and verbal communication skills
• Effective analytic/diagnostic skills
• Excellent communications skills - spoken & written
• Strong Analytical skills with methodical approach to problem solving
• Operating systems: Windows (Desktop: 7, 10)
• Cloud Desktops (Citrix / VMWare)
• Proficient with MS Office products such as Word, Excel, PowerPoint, Outlook
• Active Directory
• SCCM
• HPCA / Radia
• Citi Distribution Portal (CDP)
• Scripting / Programming
• ITIL V3 Foundation certification

Education:

• Bachelor’s/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - GB

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Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

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