Infra Intmd Tech Analyst Job In Citi In India, Chennai

Job Description SummaryThis support role requires experience which falls within application support Operations The individual in this position is expected to understand and follow IT operations 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 opportunitiesIt is expected that the candidate has demonstrated historical competency in application support while also has the technical aptitude to progress towards cross disciplinary application operations support.

Job DescriptionThis role is responsible for assisting with L1 application support, batch support, etc and command center administration activities, including application support maintenance, technical guidance, and security in coordination with the ICG Production support team The overall objective is to use application knowledge and identified policies to process data, resolve issues and execute administrative tasks In this role you will be responsible for monitoring Citi ICG Applications via centralized monitoring toolsets, provide professional first line support for our internal customers and coordination of service restoration activitiesResponsibilities:

• Provide Tier I Technical Support for Citi's application infrastructure.
  
  
• Demonstrate basic ITIL concepts and understanding on L1 application support operations
• Resolve simple, automated, and scripted incidents
• Execute/Coordinate or implement simple, automated, and scripted changes for application requests
• That position will require you to conduct in a dynamic environment with a fluctuating potentially voluminous operational workload
• Troubleshoot and provide client support for application issues
• Recognize severe events as they occur and engage Command Center Management immediately upon awareness of severe application degradation
• Document and update incident technical details into ServiceNow ticketing system.
  
  
• Escalate issues to Tier II support if unable to resolve through initial 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 application and client interfaces
• Ensure accurate timelines of activities on major incidents are documented
• Preparing SQR's and conducting team meetings on regular basis to communicate process change and improvement plans for teams' betterment
• Good time management skills with high sense of urgency and dedication.
  
  
• Provide timely response to phone calls into the Command Center Technical Support hotline from internal colleagues within CTI, Citi business clients, vendors, and application teams
• Excellent team player
• Willing ness to work in 24X7X365

Qualifications:

• Preferably 5+ years of hands-on enterprise application operations support experience
• Good understanding of application monitoring and experience in handling L1 troubleshooting
• Knowledge in tools like ITRS, Autosys, uDeploy
• Experience in handling MIM calls and representing L1 team will analysis
• Experience in escalation handling
• Experience in report generations and handling meetings
• Experience in shift handovers and assignment of tasks and responsibilities.
  
  
• Basic understanding of batch operations in application support space
• Good knowledge of ITIL process
• 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 application issues encountered
• Self-motivated, goal driven and quick learner
• Knowledge of ticketing tools like ServiceNow
• Be fluent in English - written and spoken
• Have intermediary Excel skills
• Have a conceptual knowledge of infrastructure and applications

Education: Preferably Bachelor's/University degree or equivalent experienceThis job description provides a high-level review of the types of work performed Other job-related duties may be assigned as required.

-------------------------------------------------Job Family Group: Technology-------------------------------------------------Job Family:Infrastructure------------------------------------------------------Time Type:Full time------------------------------------------------------Citi is an equal opportunity and affirmative action employerQualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteranCitigroup Inc and its subsidiaries ('Citi') invite all qualified interested applicants to apply for career opportunities 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 .

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