The Infrastructure Technology Lead Analyst 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.
Responsibilities:
- Create complex project plans, perform impact analyses, solve/work high impact problems/projects, and provide resolution to restore services
- Provide Root Cause Analysis (RCA) post restoration of service
- Design testing approaches, complex processes, reporting streams, and assist with the automation of repetitive tasks
- Provide technical/strategic direction to team members
- Review requirement documents, define hardware requirements and update processes and procedures as necessary
- Ensure ongoing compliance with regulatory requirements
- Responsible for applications dealing with the overall operating system
- Conduct project related research
- Has the ability to operate with a limited level of direct supervision.
- Can exercise independence of judgement and autonomy.
- Acts as SME to senior stakeholders and /or other team members.
- Appropriately 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.
Recommended Qualifications:
- 6-10 years of experience in roles centered around infrastructure delivery (application hosting and/or end user services) with a proven track record of operational process change and improvement
- Understanding of how specialization within area contributes to the business and of competitors' products and services
- Ability to develop projects required for design of metrics, analytical tools, benchmarking activities and best practices
- Ability to work with virtual / in-person teams, and work under pressure / 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
- Ability to communicate technical concepts to non-technical audience
Education:
- Bachelor’s/University degree, Master’s degree preferred
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
Objetivo del rol
Diseñar, administrar, evolucionar y brindar soporte de tercer nivel a las plataformas de End User Services, garantizando la disponibilidad, seguridad, estabilidad y desempeño de los servicios de Virtualización, Microsoft y Desktop Services que soportan la operación del negocio. Será responables de impulsar la modernización tecnológica, la automatización y mejores prácticas operativas para mejorar la experiencia del usuario final.
Responsabilidades principales
1. Gestión del equipo
- Coordinación con equipos tecnológicos regionales y globales para apoyar la prestación, transición y mejora continua de los Servicios para el Usuario Final.
- Apoyar iniciativas de transformación de servicios, incluyendo transferencia de conocimiento, preparación operativa, estabilización del servicio y actividades de adopción por parte de los usuarios.
- Colaborar con partes interesadas internas y socios tecnológicos para garantizar la implementación exitosa de los cambios tecnológicos en el lugar de trabajo y los usuarios finales.
- Liderar ingenieros de VDI / EUC (Endpoints & User Computing)
- Asignar prioridades, cargas de trabajo y planes de capacitación
- Definir guardias, escalaciones y niveles de soporte (L2 / L3)
- Evaluar desempeño y fomentar mejora continua
2. Ingeniería de Plataformas de End User Services (Virtualización y Endpoints)
- Asegurar la operación de tecnologías como:
- Gestión de capacity planning, performance y disponibilidad
- Administración de imágenes maestras y ciclos de parcheo
- Control de costos
3. Seguridad y cumplimiento
- Integración con Active Directory
- Cumplimiento con políticas corporativas y regulatorias
4. Gestión de proveedores y stakeholders
- Relación con vendors (Microsoft, VMware,partners)
- Coordinación con:
- Seguridad
- Infraestructura
- Networking
- Service Desk
- Traducción de requerimientos de negocio a soluciones técnicas
5. Estrategia y mejora continua
- Definir roadmap tecnológico de virtualización
- Evaluar nuevas tecnologías
- Migraciones on‑prem → cloud o esquemas híbridos
6. Calificaciones
- Experiencia apoyando o participando en implementaciones tecnológicas, transiciones de servicios o iniciativas de transformación laboral se considera un plus.
- Se prefiere familiarizarse con tecnologías como Microsoft 365, Exchange Online, Teams, SharePoint Online, OneDrive, VDI o plataformas similares para usuarios finales.
- Se desea experiencia trabajando con equipos geográficamente distribuidos o apoyando entornos multinacionales.
7. Idioma
- Habilidades avanzadas de comunicación en inglés, tanto escrita como verbal, con la capacidad de trabajar eficazmente en entornos multinacionales.
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Job Family Group:
Technology
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Job Family:
Infrastructure
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Time Type:
Full time
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Most Relevant Skills
Please see the requirements listed above.
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Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.
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