Provide Senior Tier I Technical Support for Citi’s global technology infrastructure.
Resolve simple, automated and scripted incidents
Execute or implement simple, 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.
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 triage and 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.
1+ years of hands on enterprise network operations support experience
Advanced understanding of OSI model and troubleshooting of technology related issues
Advanced understanding of network protocols (to include but not limited to) : OSPF EIGRP BGP MPLS RSTP STP HSRP VRRP VRF VTP DHCP DNS CDP LLDP ARP FTP TFTP
CCNA certification or level knowledge
Able to work well in a fast paced environment and be comfortable in stressful situations
Can effectively communicate with both management as well as non-technical personnel on any technology issue to ensure they understand the nature of the issue and current statue easily understood on any outage conference calls
Detail oriented self-motivated goal driven
Advanced familiarity with Cisco IOS and Nexus NX-OS
Intermediate familiarity of Juniper JUNOS and Arista EOS
Intermediate knowledge of load balancer technologies, familiar with F5 and Citrix Netscaler
Daily Tasks :
Resident expert on how to 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 network checkouts
Identify and remediate possible major impacting events within the network
Work with vendors across the technology to provide the highest possible uptime rate of network services
Quickly identify the layer 1 and 2 connections to an IP address
Act as WFC Deputy as necessary
Train junior team members on becoming qualified L1s
Actively participate a major incident call as a network technical resource
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 - CR