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 Subject Matter Expert SME to senior stakeholders and or other team members
Appropriately assess risk when business decisions are made demonstrating particular consideration for the firms 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

Qualifications

5 years of experience in roles centered around infrastructure delivery application hosting andor end user services with a proven track record of operational process change and improvement
Experience and knowledge supporting the full Virtual Workspace stack including but not limited to vSphereESXi NSX Storage Horizon infra and agent Horizon client F5UAG Remote Access layer
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 nontechnical audience

Education

Bachelors University degree Masters degree preferred
Additional Job Description
The role currently provides a 247 support operation On occasions there may be a requirement for weekend coverage in support of our clients and other projects

Skills Technology Required

Expert knowledge in application management and deployment through SCCM and Thin Apps
Hands on experience on Horizon component upgrades and strong understanding of all components in Horizon
Hands on experience with running and supporting optimized Windows 107 image on Horizon in enterprise environments
vSphere Horizon Monitoring implementation and troubleshooting using monitoring tools VROps SysTrack etc
Able to understand core infrastructure issues and need to guide businesses on troubleshooting
Troubleshoot and resolve virtual desktop incidents with Root Cause Analysis RCA
Scripting knowledge PowerShell Power CLI VBS etc Automating teams manual work through scripting automation
Familiar with Desktop Application Support
Proficiency in MS Office Access Outlook Excel including Office 365
Knowledge of FSLogix implementation for Instant Clone Desktop pools
Hands on experience with support BYOD remote access including Two Factor Authentication 2FA
Ability to produce Run Books Knowledge Base articles for lower level teams and conduct effective training sessions
Requires pristine professionalism to interact with Executives and Senior Leadership members on a regular basis

IT Support Professional

Windows Server Admin

Specialist

L2 Technical Support

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