Network Operations Technician C10 (Sr. Level 1)
Heredia, Costa Rica
hace 3 días

Responsibilities :

  • 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.
  • Qualifications :

  • 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
  • Advanced English
  • 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

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