Technology Infrastructure Shift Lead, Citi

Citi

Location:
Costa Rica, Heredia

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Technology Infrastructure Support Shift Lead plays a central role in managing and overseeing operational shifts, ensuring effective command and control over shift activities in the global technology operations under their responsibility. Operating within a follow-the-sun model, WFCs are responsible for assigning and monitoring work across the globe, with technical resources distributed across regional sites (NAM, EMEA, LATAM, APAC). Focused primarily on shift management and operational oversight, WFCs ensure service levels and metrics are met while maintaining accountability for technical support operation, which is executed by a series of global resources, from junior technical analysts to advanced technical analysts, during the shift.

Job Responsibility:

Shift Management and Command Control
Operational Oversight and SLA Fulfillment
Shift Assignment and Workload Management
Shift Handover and Regional Coordination
Reporting and Real-Time Operational Insights
Global and Local Shift Leadership
Critical Task Approval and Decision-Making

Requirements:

5+ years of hands-on enterprise infrastructure operations support in a global environment
Experience managing global technical resources, including workload assignment and oversight
Experience in troubleshooting of multiple technologies and related issues
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
Adhere to operating procedures and identify any breaches of the process in normal handling of incident tickets
Work with vendors across the technology to provide the highest possible uptime rate of Infrastructure services
Good English command
Technical knowledge in one of the technology domains such as Networking, Servers, Cloud and others: CCNA - CCNP level knowledge and experience or equivalent (at least 2yrs)
Advanced familiarity with Cisco IOS and Nexus NX-OS. SDWAN preferable Cisco (Viptela)
Intermediate familiarity of Juniper JUNOS and Arista EOS
Intermediate knowledge of load balancer technologies, familiar with F5 and Citrix Netscaler
Resident expert on how to troubleshoot and resolve 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
Execute network failovers for all routing protocols, especially BGP, OSP, and EIGRP
Working knowledge of the following platforms: Amazon Web Services, Linux, Windows Server, Exchange
IT problem management or error handling skill would be an advantage
Background in operating distributed services within international, dynamic environment is preferred
ITILv4 knowledge is required
IT infrastructure related technical certifications preferable
Experience with process improvement methodologies

Nice to have:

IT problem management or error handling skill
Background in operating distributed services within international, dynamic environment
IT infrastructure related technical certifications
Experience with process improvement methodologies

Additional Information:

Job Posted:
April 26, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Technology Infrastructure Shift Lead