Infrastructure Senior Tech Analyst

The Infrastructure Senior Technology 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:

• Manage End User Operations for the Pune CSC (Citi Solutions Centre).

• This covers the whole estate of PC hardware – 11,000+ laptops, thin clients, desktops, etc and support for BYOD services.
• Manage a team of On-Site Desktop engineers to ensure successful delivery of end user support services to the business users.
• On-Site End-user Services support includes all aspects of IT needs for these users across PC, Phone, connectivity, Mail, Audio/Video, applications, Executive support, etc.
• Provide technical support to the Deskside Support team.
• Track and deliver critical initiatives like Windows OS and App version upgrades, etc
• Track and monitor critical KRIs around VTM, Anti-Virus, etc.
• Work with hardware vendors and OEMs for local site requirements.
• Work with Global, Regional and in-country teams to drive critical initiatives within the site.
• Drive End Of Support Refresh projects to ensure currency of desktop infra at site.
• Work with in-country and Regional Asset team to perform regular disposal of old assets as per global guidelines and policies.

Key responsibilities

Work closely with business users and seniors to understand their IT requirements and obtain feedback on services. Keep them informed of new initiatives, deployments, technological updates, etc via mails, meetings, and other means. Proactively engage with business partners and drive execution of End User Services roadmap. Act as advisor on how to leverage the available EUS services. Work with on-site AV vendor to ensure due diligence in maintaining uptime of VC infra at site. Oversee and support critical VC events for senior management including multi-party conferences and town halls meetings. Support major/minor projects along with site restack activities. Manage IT inventory and documentation in line with SEZ/STPI regulations.
Qualifications:

• 8 - 12 years of experience in Infrastructure Technologies delivery with a proven track record of operational process change and improvement
• Ability to communicate technical concepts to non-technical audience
• Ability to work with virtual and in-person teams, and work under pressure or 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

Education:

• Bachelor’s/University degree or equivalent experience