Infrastructure Support Shift Leader, Citi

Infrastructure Support Shift Leader

Citi

Location:

Costa Rica, Heredia

Category:

IT - Administration

Contract Type:

Employment contract

Salary:

Not provided

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Job Description:

The Infrastructure Senior Technology Analyst is an intermediate role responsible for assisting with LAN/WAN and help desk administration activities, including network maintenance, technical guidance, and security. The individual will oversee shift management, SLA adherence, service delivery quality, and regional coordination.

Job Responsibility:

Create complex project plans, perform impact analyses solve/work high impact problems/projects, and provide resolutions to restore services
Drive Root Cause Analysis (RCA) post restoration of service
Design testing approaches, complex processes, reporting streams, and create automation of repetitive tasks
Review requirement documents, define hardware requirements and examine and update processes and procedures as necessary
Provide technical/strategic direction and act as advisor/coach to lower level analysts
Develop projects required for design of metrics, analytical tools, benchmarking activities and best practices
Responsible for overall operating system applications
Contribute to technical direction and strategic decisions
Acts as SME to senior stakeholders and /or other team members
Command over shift operations, including team assignment, SLA fulfillment, and reporting

Requirements:

5-8 years of experience in Infrastructure Technologies delivery with a proven track record of operational process change and improvement
Ability to communicate technical concepts to non-technical audience
Ability to work with virtual and in-person teams, and work under pressure or to a deadline
Experience in a Financial Services or large complex and/or global environment preferred
Effective written and verbal communication skills
Effective analytic/diagnostic skills

Additional Information:

Job Posted:

March 22, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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