Advanced Network Analyst - AVP (Hybrid)

About Citi

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments, and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management.

As a bank with a brain and a soul, Citi creates economic value that is systemically responsible and in our clients’ best interests. As a financial institution that touches every region of the world and every sector that shapes your daily life, our Enterprise Operations & Technology teams are charged with a mission that rivals any large tech company. Our technology solutions are the foundations of everything we do. We keep the bank safe and provide the technical tools our workers need to be successful. We design our digital architecture and ensure our platforms provide a first-class customer experience. Our operations teams manage risk, resources, and program management. We focus on enterprise resiliency and business continuity. We develop, coordinate, and execute strategic operational plans. Essentially, Enterprise Operations & Technology re-engineers client and partner processes to deliver excellence through secure, reliable, and controlled services.

Citi Technology Infrastructure provides the critical technical foundation for Citi’s operations and is responsible for delivering IT solutions, scalable infrastructure services, and secure capabilities while creating a trusted customer experience and enabling Citi’s workforce to be the best for our clients. Making the bank simpler, greener, and better connected while powering it with trusted, well-secured platforms and data, and automating policy enforcement through code are all at the heart of our refreshed global strategy. Data Quality, Simplification, Environmental Stability, Automation, and Service Excellence are the key pillars and priorities on our strategic journey.

The Chief Technology Office plays a critical role in fulfilling the firm’s commitment to safety and soundness by ensuring Citi delivers efficient and high-quality solutions and technologies, coordinating foundational macro technology strategies, ensuring Citi’s readiness to safely leverage new technologies, and making Citi a competitive destination for the best technical talent.

Our commitment to diversity includes a workforce that represents the clients we serve globally from all walks of life, backgrounds, and origins. We foster an environment where the best people want to work. We value and demand respect for others, promote individuals based on merit, and ensure opportunities for personal development are widely available to all. Ideal candidates are innovators with well-rounded backgrounds who bring their authentic selves to work and complement our culture of delivering results with pride. If you are a problem solver who seeks passion in your work, come join us. We’ll enable growth and progress together.

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.

It is expected that the candidate has demonstrated historical competency in one of these disciplines while also has the technical aptitude to progress towards cross disciplinary technology operations support.

Responsibilities:

• 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

Qualifications:

• 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

Additional information may be found at www.citigroup.com | Twitter: @Citi | YouTube: www.youtube.com/citi | Blog: http://blog.citigroup.com | Facebook: www.facebook.com/citi | LinkedIn: www.linkedin.com/company/citi.

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In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View Citi’s EEO Policy Statement and the Know Your Rights poster.