Infrastructure Senior Technology Analyst - Assistant Vice President

The Infrastructure Operations Senior Analyst will be responsible for Level 2 / Advanced Support execution for Mainframe platforms, requiring strong hands-on technical expertise in Mainframe technologies. The role will focus on maintaining platform reliability, resolving complex production issues, driving operational improvements, and supporting the adoption of Site Reliability Engineering (SRE) practices, automation, and AI-enabled solutions.

The successful candidate will work closely with technology teams, application teams, and stakeholders to ensure the stability, reliability, performance, and continuous improvement of the Mainframe environment.

Key Responsibilities:

• Provide Level 2 / Advanced Technical Support for Mainframe platforms and resolve complex production issues.
• Demonstrate strong hands-on knowledge of z/OS, JCL, JES, DB2, CICS, MQ, automation, scheduling, storage, networking, and related Mainframe technologies.
• Perform advanced troubleshooting, problem determination, root cause analysis, and resolution of Mainframe incidents and recurring issues.
• Handle technical escalations and provide timely updates to management and stakeholders.
• Support Mainframe installation, upgrades, migrations, maintenance, and platform changes.
• Drive performance tuning, capacity optimization, availability, and operational stability of Mainframe platforms.
• Identify opportunities to improve operational processes through automation, standardization, and self-service capabilities.
• Actively support SRE adoption and adaptability within Mainframe Operations by implementing reliability, observability, monitoring, automation, and proactive problem-management practices.
• Adopt SRE principles such as SLIs/SLOs, error budgets, incident management, service reliability, automation, and continuous improvement where applicable.
• Identify and implement opportunities for AI integration within Mainframe Operations, including AIOps, intelligent monitoring, anomaly detection, predictive analysis, automated problem identification, and operational automation.
• valuate emerging AI and automation capabilities and identify practical use cases that can improve operational efficiency and platform reliability.
• Work effectively with cross-functional teams to resolve complex technical issues and drive end-to-end solutions.
• Provide technical mentoring and knowledge sharing to junior team members.
• Maintain and enhance Knowledge Base (KB) articles, operational procedures, troubleshooting guides, and technical documentation based on lessons learned and recurring issues.
• Continuously identify opportunities to improve existing processes, tools, and support methodologies.
• Ensure compliance with technology, risk, security, and operational standards.

Core Role Competencies:

• Strong and demonstrable Mainframe technical knowledge with hands-on experience in z/OS, JCL, JES, DB2, CICS, MQ, scheduling, automation, storage, and networking. Ability to independently troubleshoot and resolve complex technical issues.
• Understanding of SRE principles including reliability, observability, monitoring, automation, incident/problem management, proactive remediation, and continuous improvement, with the ability to adopt and apply these practices within Mainframe Operations.

• Demonstrates strong analytical and problem-solving skills, independently assesses complex situations, identifies root causes, evaluates risks, and makes sound technical decisions.
• Identifies opportunities to simplify, standardize, automate, and improve operational processes and methodologies.
• Works effectively with technology partners, application teams, vendors, and leadership, communicating technical findings and recommendations clearly.

Skills / Experience Levels:

• 7 years +Strong hands-on Mainframe technical expertise with Level 2 / Advanced Support experience.
• Strong troubleshooting and production incident management skills.
• Good understanding of SRE concepts and willingness to adopt SRE practices in traditional Mainframe Operations.
• Exposure to automation and modern operational tools.
• Understanding of AI/AIOps and its application to IT Operations.
• Ability to identify opportunities where AI and automation can improve reliability, efficiency, and operational outcomes.
• Strong communication skills with the ability to articulate technical information clearly during high-stress situations.
• Self-directed, detail-oriented, and persistent with a strong ownership mindset.
• Ability to collaborate effectively across Mainframe, SRE, Application, Infrastructure, and other technology teams.
• Strong focus on continuous learning, knowledge sharing, and technology adaptability.
• Proficiency with MS PowerPoint, Excel, Access, or other analytical tools.
• Bachelor's degree in Computer Science/Engineering preferred, or equivalent work experience.

Education:

Graduation

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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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.

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