ANALISTA DE INFRAESTRUCTURA Y SLA\US - C10 - HYBRID - CIUDAD DE M\U00E9XICO

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.
esponsibilities.
iagnose and resolve problems through evaluative judgment, troubleshooting and analysisEnsure successful completion of data loads and batch processingParticipate in testing activities, including the creation and execution of basic test scriptsExecute project plan taskParticipate in control activities (risk, self-assessment, COB, audit, etc.) and make recommendations for enhancementsEvaluate issues using existing procedures or similar/related experiences; recommend and implement solutionsExchange ideas and information in a concise and clear mannerAppropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
ualifications.
-2 years of experience in a Technology Infrastructure roleAbility to communicate technical concepts to non-technical audienceAbility to work with virtual and in-person teams, and work under pressure or to a deadlineEffective written and verbal communication skillsEffective analytic/diagnostic skillsEducation.
achelor’s/University degree or equivalent experienceThis job description provides a high-level review of the types of work performed.
Other job-related duties may be assigned as required.
ey Responsibilities.
ervice level indicators analysis, responsible for the success of the committed service level agreement and asset managementVendor performance management through monthly metrics analysis.
oordination of the business as usual field dispatch and supporting projects that require field support duties.
monthly average tickets expected to be solved through a managed services contractL1/L2 support for desktops, laptops, workstations and peripheral devices such as printers, scanners, biometricsL1 support for network, video and voice servicesSound judgment for solving non-standard issues and Incidents prioritization.
eamwork with the Central Services dispatcher team to seek for continuous customer satisfaction improvements.
onnect and interact with different vendors and global/regional teams (Customer Service Center, Global Command Center, Network Core Infrastructure Services, Service Delivery, etc.) in the incident resolution related to infrastructure issues and internal customer delivery.
nteract with end users to understand their needs, deliver proposals or route to the corresponding team to attend these requirements.
road knowledge of the global operating model and CTI products portfolio available.
Promote the usage of this tools and be able to integrate them in Business proposals.
nsure compliance with internal information security policies, legal and regulatory.
scalation point for all CTI Desktop Support services for the assigned area, interaction with the different vendors (internal and external) until the issue resolution.
n a day to day basis, execute the escalate process if needed with the appropriate internal and external teams.
osition accountable for taking local decisions for fixing critical issues on time.
ixed Assets Management------------------------------------------------------Job Family Group.
Technology------------------------------------------------------Job Family.
nfrastructure------------------------------------------------------Time Type.
ull time------------------------------------------------------Citi is an equal opportunity and affirmative action employer.
ualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
itigroup Inc.
and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities.
If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.
iew the "EEO is the Law" poster.
View the EEO is the Law Supplement.
iew the EEO Policy Statement.
iew the Pay Transparency Posting