Citi Group Network Infrastructure Analyst C09 

Costa Rica 

971673093

• Provide 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
• Intermediate understanding of OSI model and troubleshooting of technology related issues
• Intermediate-high 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 **(specially BGP)**
• CCNA level knowledge and experience (at least 1yr, CCNA certification as a plus)
• 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
• Intermediate familiarity with Cisco IOS and Nexus NX-OS.
• Intermediate English.

• Troubleshoot and resolve hardware related issues across Cisco, Nexus, Arista, and Juniper devices
• Perform hardware replacements for non-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
• 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
• Perform all triage functions

Time Type:

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