Citi Group Advanced Network Analyst - AVP Hybrid 

United States, Texas, Irving 

885985417

Network Operations Technician (Advanced Network Analyst)

The ECCS Advanced Network Analyst is an individual contributor support role in which required experience must fall within Network Operations. The individual in this position is expected to understand and follow CTI Command Center Operations operating procedures, daily support practices, major incident support, etc. and provide feedback to the leadership team, for the purpose of continuous service improvement and operational excellence. Maintaining an awareness of all Command Center workflows and automation/efficiency opportunities, they should be able to provide input to management on automation enhancements and workflow optimization opportunities.

• Provide Tier II Technical Support for Citi’s global technology infrastructure.
• Troubleshoot and provide client support for technology and infrastructure issues.
• Resolve complex automated and scripted incidents.
• Execute or implement complex 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.
• 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.
• Resolve Tier II issues which are escalated to Tier II support.
• 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

• 5+ years of hands on enterprise network operations support experience
• Expert understanding of OSI model and troubleshooting of technology related issues
• Expert 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
• CCNP level knowledge and experience (at least 5yrs)
• 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
• Expert familiarity with Cisco IOS and Nexus NX-OS
• Advanced familiarity with Arista EOS
• Advanced knowledge of F5 and Citrix Netscaler load balancers

Critical Competencies:

• Expert level troubleshooting skills and resolving 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 escalated network checkouts
• Identify and remediate major impacting events within the network and other related technologies
• Work with vendors across the technology to provide the highest possible uptime rate of network services
• Act as Shift Lead Deputy as necessary
• Train junior team members across all platforms
• Actively manage a major incident call as the senior network technical resource

Work Schedule:

• Wednesday - Saturday, 10:30 am - 11pm CST. Every other Wednesday off

Anticipated Posting Close Date: