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Infrastructure Analyst

CITI

Singapore, Singapore

Daily Responsibilities:
Provide TierII Technical Support for Citibank’s global network with a focus on network infrastructure in the Americas region:
85% ‘Break/Fix’ support of standard enterprise Cisco Internetworking Technology solutions
15% ‘Break/Fix’ support for Internetworking technology infrastructure solutions such as
Load Balancers (F5 and Citrix)
Juniper Routers
WAN Accelerators/Optimizers (Riverbed)
VoIP Appliances (Avaya)
WiFi/Wireless communications support
Other small pockets of both new and legacy internetworking technologies managed by NCIS
Provide timely response to phone calls into the NCIS Technical Support hotline from internal colleagues within CTI, Citi business clients, vendors, and others
Coordinate conference calls to conduct in depth technical reviews on ongoing incidents

Major Incident Support:
Represent NCIS on conference calls for business impacting incidents which may or may not be due to a failure in NCIS managed technology infrastructure
Drive major incident conference calls as a representative of NCIS through consistent, professional, and highly assertive communication
Maintain focus and poise for the duration of the major incident support cycle and work through all challenges with a results oriented attitude and relentless focus on enhanced customer service through rapid incident resolution
Collaborate with NCIS TierIII Support, NCIS SMEs, SDMs, Vendor Support Teams, etc., with the goal of aligning all parties towards achieving incident resolution as quickly as possible
Communicate with NCIS Management to provide frequent status updates regarding the technical issue, status of the remediation efforts, and ongoing business impact

Departmental Contributions:
Introspectively review NCIS 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
Foster innovation
Work with TierIII, SMEs, SDMs, and Engineering colleagues to ensure NCIS support services stay ahead of the market
Think about what we do today versus what we should be doing tomorrow
Drive operational efficiencies
Maintain awareness of all NCIS workflows and automation/efficiency opportunities
Utilize the wide range of tools to enhance efficiencies within NCIS Operations
Provide input to NCIS management on automation enhancements and workflow optimization opportunities

Qualifications / Requisite Knowledge Base:
3+ years of experience in providing network operations support
Experience supporting a network with 1000+ nodes is preferred
NOC (Network Operations Center) experience is highly preferred
Intermediate level working knowledge of enterprise TCP/IP communications (IPv4, QoS, IPSEC, etc)
Intermediate level working knowledge of enterprise standard Ethernet media types: Fastethernet, Gigabit and TenGigabit.
Intermediate level working knowledge of Cisco routers and switches, WANs, (T1, T3, MPLS)
Intermediate level working knowledge of three of the following routing protocols: EIGRP, BGP, OSPF, RIP
Any of following Industry Certifications are highly preferred
Cisco Certified Network Professional (CCNP) is highly preferred and required within 1 year of hire. Cisco Certified Network Associate is preferred (CCNA).
Juniper Networks Certified Internet Associate/Specialist/Professional (JNCIA, JNCIS, JNCIP)
Information Technology Infrastructure Library – Version 3 Foundations (ITIL Version 3)
*A commensurate knowledge base in absence of certification is acceptable.
Language Skills beyond English are a plus

General Attributes, Characteristics, and Capabilities:
Highly assertive communications skills, commanding personality
Ability to engage a large audience and lead the discussion with clear, articulate, and highly assertive communication
Must be professional
Must show confidence in all communications so that key stake holders are not doubtful of the information being communicated
Effective prioritization skills and high energy
Ability to work in a fast-paced network operations environment
Ability to work under pressure with conflicting priorities and a fluctuating and potentially voluminous operational workload
Ability to articulate technical information to large audience with various levels of technical knowledge base, including a business management audience that may lack a deep technical understanding of internetworking technology solutions
Ability to drive communication between business leaders and IT
Must exhibit sound and comprehensive communication and diplomacy skills to exchange complex information with inherent confidence
High sense of urgency and commitment to exceeding customer expectations
Strong personal work ethic, inspires excellence and enthusiasm amongst peer group
Resilient and highly responsive in overcoming adversity
Tags: citi, technology, singapore, infrastructure, Juniper Routers, wan, VoIP avaya

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