The Infrastructure Analyst 2 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.
Provide Tier II Technical Support for Citi’s global technology infrastructure.
Troubleshoot and provide client support for technology and infrastructure issues.
Resolve complex automated and scripted incidents.
Execute or implement complex automated and scripted changes or 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.
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 ticketing system.
Resolve Tier II issues which are escalated to Tier II support.
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.
Expert level troubleshoot and resolve hardware issues across all vendors (Cisco, Nexus, Arista, Juniper, F5, Citrix, Checkpoint, Palo Alto)
Perform hardware replacements for any environment, including critical environments
Troubleshoot software or configuration related issues for Cisco, Nexus, Arista, and Juniper devices
Adhere to operating procedures and identify any breaches of the process in normal handling of incident tickets
Execute network failovers for all routing protocols, especially BGP, OSP, and EIGRP
Perform escalated network checkouts
Identify and remediate major impacting events within the network and other related technologies
Work with vendors across the technology to provide the highest possible uptime rate of network services
Train junior team members across all platforms
Actively manage a major incident call as the senior network technical resource
0-2 years of experience in a Technology Infrastructure role
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
Effective written and verbal communication skills
Effective analytic / diagnostic skills
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.
Grade : All Job Level - All Job FunctionsAll Job Level - All Job Functions - IN