Infrastructure Analyst 1
Citigroup Inc
Heredia, Costa Rica
hace 14 días


Network Infrastructure Analyst 1

Who Are We? Citi Technology Infrastructure (CTI) provides the products and services that enable Citi's workforce, along with the majority of the financial solutions that Citi's customers rely on.

We provide the critical technical foundation for Citi's operations through the infrastructure that runs business and general user computing services.

We do this by working as one-team to deliver high quality, reliable and modern infrastructure technologies at the right cost.

We drive to optimize the functionality and capability of the infrastructure technologies. In CTI, we are focused on delivering the best for our clients, and we know that to do this we need a talented team with diverse experiences, backgrounds and skills.

Role Description

The Network Infrastructure Analysts position is an integral part of Production Operations provides the single point, from which Citi continually monitors infrastructure and application services, leads major incident response and executes routine, operational tasks.

This function drives the execution of service standard procedures, identifying opportunities for improved stakeholder experience while maintaining the daily operations of the business..

Key Responsibilities and Performance

  • Pro-actively take ownership of open issues and interface successfully with other departments and multiple levels of management.
  • Ensure customer satisfaction of each service request by maintaining service status, periodic review of calls with reference to escalation timeframe, and timely closure.
  • Determine further action or completion on customer cases received.
  • Follow-up with the customer or ISPs until the issue is resolved.
  • Identify, analyze, troubleshoot, and solve software and hardware issues for routing connection and switching issues.
  • Constantly learn, expand, and share your knowledge.
  • To perform any other tasks, duties, or services requested by his / her immediate superior.
  • Stakeholder Management and People Responsibilities

  • Directly impact the business by ensuring the quality of work provided by self and others; impacts own team and closely related work teams by providing mentoring and training to junior members of the team
  • Actively contribute towards self-development by creating and following development plans based on discussions with management
  • Dedication to process execution, working within current processes while finding opportunities to improve standards through approved channels
  • Core Role Competencies

  • Technical Knowledge : Uses general knowledge of technology and standard principles within specialty area(s) to work on a number of platforms or systems.
  • Competent with standard tools. Supports and operates at a basic level.

  • Processes / Procedures : Ensures processes and procedures are in place for self and others to use. Seeks ways to improve existing processes, making adjustments or recommending reengineering improvements.
  • Customer and Industry Knowledge : Consistently applies a business driver and marketplace focus when prioritizing actions.
  • Risk Management : Conducts periodic reviews of activities to ensure work in compliance with risk objectives, uses Citi's risk management methods.
  • Execution Excellence : Has a can-do attitude, has understanding / knowledge on need for adequate analysis and planning, ahead of taking action on opportunity or problem.
  • Client Centricity : Uses insights from relationships to anticipate needs and provide services beyond their expectations.
  • Actively seeks information to understand issues, expectations, and needs.

  • Effective Communications : Is able to effectively communicate across a number of communication settings and regularly does so.
  • Takes time to consider what the partner knows and cares about, drafts messages, and rehearses so that they are confident delivering the content of the message.

    Seeks input, checks understanding and presents message in different ways to improve understanding.

  • Problem Solving and Decision Making : Makes sound decisions. Considers relevant factors and uses appropriate decision-
  • making criteria and principles. When making decisions, uses a mix of analysis, wisdom, experience and discernment. Assesses business needs, anticipates problems.

    Works independently and is self-directed.


    Skills / Experience Levels

  • You have good communication skills and customer-service focus, English Level 90% or above
  • You have Cisco Certified Network Associate (CCNA) or four modules completed
  • You have basic experienced with network troubleshooting and configuration including switching and routing space.
  • You have a basic technical understanding of internet and networking is needed.
  • You have a background in Computer Science or relatable certifications, equivalent work experience
  • You are commitment to contributing towards and enforcement of policy and procedures.
  • You have excellent analytical and problem-solving skills.
  • You have excellent writing and verbal communications skills.
  • You have the ability to communicate and work directly with customers and / or vendors to identify and resolve technical issues.
  • You have the ability to work the assigned shift, weekends, holidays as required.
  • You enjoy learning and love sharing your knowledge with the team.
  • You work independently and are able to follow processes without oversight from others.
  • You are a detail oriented and perseverant individual, with a solid focus on delivery and execution.
  • You have a positive attitude with the drive to get the work done.
  • You enjoy collaborating and working as part of a cross discipline team.
  • You are a self-starter with good problem solving skills, and you continuously look for ways to improve things.
  • You understand the importance of prioritization of your work.
  • You have skills and proficiency with MS PowerPoint, Excel, Access or other analytical tools.
  • We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


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