Infrastructure Analyst 1
Citigroup Inc
Heredia, Costa Rica
hace 2 días

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.

This position is an integral part Production Operations, a key part of our First Line Operations. 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.

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 Service Monitoring Analyst monitors production environments and resolves any application / production issues keeping the team, sectors, and management informed.

You work with technologists (application development and infrastructure) to resolve incidents and minimizing customer impact through timely resolution.

You will be a strong team player and have experience in working with remote teams. You may be involved in writing scripts to automate data extracts, frequently seen issues, and may be responsible for safeguarding assets and raising / resolving the relevant change requests.

You will execute service standard procedures, engaging leadership, providing timely updates, and working to resolve incidents.

Key Responsibilities and Performance

  • Monitor Citi’s technology infrastructure by acting as a key point of contact between the business and operations, escalating issues or initiating changes based on approved processes
  • Work in a fast-paced environment, ensuring high severity incidents are handled with appropriate urgency through escalation to appropriate teams
  • Review tickets in queue to identify potential business-impacting issues, following standard processes to resolve issues in a timely manner and providing regular updates to the business as needed
  • Adopt a client-centric mindset, consistently delivering high quality services across technical areas while understanding and using tools to resolve incidents
  • 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
  • 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’re 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.
  • Providing a great experience to the users of your platform is important to you.
  • You have experience using service management tools (ServiceNow is preferred).
  • You have skills and proficiency with MS PowerPoint, Excel, Access or other analytical tools.
  • You have a Bachelor’s degree or equivalent work experience.
  • We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


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