{"id":3390679,"url":"https://alion.io/job/citi-infra-intermediate-technical-analyst","title":"Infra Intermediate Technical Analyst","company":{"id":7841,"name":"Citi","domain":"citi.com","url":"https://alion.io/company/citi","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":100,"open_postings":504,"ghost_share":0.006,"stale_share":0.131,"repost_share":0.073,"time_to_fill_p50_days":9,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Analytics","role_family":"Analytics","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Cambridge, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":73000,"max_usd":136000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1085},"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ServiceNow","optional":false}],"status":"closed","first_seen_at":"2026-10-28T09:51:50Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-10-30T00:47:19Z","board_verified":false,"closed_at":"2026-10-30T00:47:19Z","days_open":1,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":1},"description":"Do you enjoy supporting technology operations on a global level? Are you willing to partner with multiple teams across various functions to deliver premier services? Are you passionate about new technologies and possess the skills necessary to support one of the largest infrastructure environments in the world? Do you have an urge to develop into a leader and run technology teams across the globe? We might have a career opportunity waiting for you.\nAt the Production Support Command Centre Infrastructure Operations team, we operate multiple services and technologies and are currently seeking a talented person to support our operations within Network & Distributed technology. As the “Senior Technical Analyst” you will play a key role in supporting the Service Monitoring, Level 1 and Level 2 Infrastructure Support and Change Implementation. This is all done from our state-of-the-art regional Command Centre in partnership with the Shift Managers, Regional leads, Staff Managers and the analysts in Network/Distributed Team in cooperation with our other Operations centers located in North and South America, Europe and Asia. This role will have a direct reporting line into “Regional Lead” to promote collaboration and consistency. This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.\nRole and Responsibilities:\nIn this individual contributor role, you will be responsible for handling the incidents and changes in network and distributed environment to ensure that operational aspects of the service delivery are being completed on time.\nSupport the Shift Lead/Manager/Staff manager/Regional lead by executing the processes in network and distributed platforms inline to the KB procedure. \nEngage higher level support, Platform leads, upper management, and other stakeholders when required. \nProvide inputs to operations, projects and other areas and contribute to achieving the franchise goals. \nPartner with multiple management teams to ensure appropriate integration of functions to meet goals as well as identify and define necessary system enhancements to support process improvements. \nProvide technical/strategic direction and act as advisor/coach to junior analysts \nProvide Tier I and T II Technical Support for Citi’s global technology infrastructure. \nResolve simple, automated and scripted incidents \nExecute/Coordinate or implement simple, automated and scripted changes for infrastructure requests. \nProvide timely response to phone calls into the Command Centre Technical Support hotline from internal colleagues within CTI, Citi business clients, vendors, and technology teams. \nTroubleshoot and provide client support for technology and infrastructure issues. \nRecognize severe events as they occur and engage Command Centre Management immediately upon awareness of severe technology degradation. \nDocument and update incident technical details into ServiceNow ticketing system. \nEscalate issues to Tier II support if unable to resolve through initial troubleshooting that are within the Command Centre operating procedures. Propose new process steps or optimize the existing process thereby bringing benefit to operations. \nCommunicate with Command Centre Management to provide frequent status updates regarding technical issues and status of the remediation efforts. \nExecution of standard operational processes which involve technology and client interfaces. \nKnowledge, Skills and Competences:\nProblem solving, methodical with analytical skills. High energy with ability to adjust changes. \nGood level of knowledge in network and distributed technologies. \nAble to communicate technical terminology at the appropriate level to the audience \nGood organizational and coordinating skills, able to set priorities \nHigh-reaching and with dedication towards continual growth and self-improvement \nGood time management skills with high sense of urgency and dedication \nClear personal work ethic that inspires quality and enthusiasm \nResilient and highly responsive in overcoming adversity \nAbility to work through a multitude of challenges/obstacles to achieve the desired result \nAbility and willingness to operate within tightly controlled operational procedures \nExperience & educational preferences:\nTechnical Operations/Support experience of6+ years is required. \nNetwork technical knowledge at CCNA level is required with Enterprise Switching and Routing Troubleshooting expertise.\nDistributed knowledge related to servers is required. Understanding of a multilayer environment is helpful. \nBachelors/master’s degree is preferred. \n------------------------------------------------------\nJob Family Group:\nTechnology------------------------------------------------------\nJob Family:\nInfrastructure------------------------------------------------------\nTime Type:\nFull time------------------------------------------------------\nMost Relevant Skills\nPlease see the requirements listed above.------------------------------------------------------\nOther Relevant Skills\nFor complementary skills, please see above and/or contact the recruiter.------------------------------------------------------\nCiti 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.\nIf 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.\nView Citi’s EEO Policy Statement and the Know Your Rights poster.","description_format":"text","description_chars":5723,"description_truncated":false,"requirements":{"experience_years_min":6,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"China","iso":"CN","kind":"region"},{"name":"India","iso":"IN","kind":"region"},{"name":"Germany","iso":"DE","kind":"region"},{"name":"Japan","iso":"JP","kind":"region"},{"name":"France","iso":"FR","kind":"region"},{"name":"United Arab Emirates","iso":"AE","kind":"region"},{"name":"United 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