Citi, the leading global financial services company, does business in more than 100 countries, providing consumers, corporations, governments and institutions with a broad range of financial products and services. Our Operations and Technology business is a global leader in technology with a presence in many countries dating back more than 100 years. Citi enables clients (internally and externally) to achieve their strategic financial objectives by providing them with cutting-edge technologies.
*Job Purpose:*
* The Analyst needs to be able to provide a high-level of Messaging (Exchange, Dataminder Archiving, Mobility, Backbone) technical support to Citi users globally
* Good understanding of the current technological and business processes employed in the Exchange, Mobility, Dataminder and Archiving
* Individual will also be requested to support Video and Audio conferencing for APAC clients
* In addition, they will be required to ensure the response levels for the service desk incident management queues are maintained
* This may require escalation to other teams, both internal and external in order to deliver the expected level of service.
* The Service desk analyst is required to respond to inbound calls to provide a combination of 1st line resolution over the phone as well as efficient 2nd line incident management techniques
* Perform overall service and server availability checks and monitoring
* Develop operational processes and procedures in supporting the environment
* Perform pre and post server maintenance checkouts
* Proactively support services through continual service improvement
* Ensure compliance of solutions to regulatory standards
*Job Background/Context:*
* This role will be based in Irving, TX supporting business clients globally, working in a dedicated team of Service Desk support analysts globally
* The Analyst needs to be able to demonstrate the willingness to learn quickly and understand the environment they support
* The individual will be part of a team and be expected to support all Citi employees and the infrastructure globally
* The role requires an effective organizer and confident individual who will demonstrate control over this highly changeable and dynamic environment
* This role will suit someone who has a strong exchange support background and wants to progress into a more high profile role
* Maintenance and change management for functional related Process Control Manuals and process maps
* The role currently provides a 24/7 support operation. There will be a requirement to work in a shift schedule
* On-call shifts will be scheduled on a rotational basis. It should be noted that on occasions there may be a requirement for weekend coverage in support of our clients and other service desk projects
* Although being part of a team, you will be expected to work un-supervised on occasion and manage your workload effectively
*Knowledge/Experience:*
* The individual needs to have a good understanding of the dynamics of a busy and demanding support environment
* Minimum of 3 years experience in messaging operation and basic understanding of exchange, mobility, and network infrastructure is required
* Previous experience in Exchange and mobility infrastructure and end user support is preferred
* Must be able to deal with all levels of individuals in a fair and professional manner, coupled with the confidence to adhere to agreed procedures to avoid unwarranted risks
*Skills*
*Technology Essential:*
* MS Office Professional
* XP/Vista/Windows 7 Desktop O/s
* MS Outlook
* SCOM Console
* Minimum of 2 - 5 years of IT experience with significant technical and operational experience in messaging products and services
* In-depth and expertise with hands-on knowledge of the following: Exchange 2010 in a large environment
* Good understanding of the Hub Transport setup and configuration (Email Routing)
* Should understand what the CAS is used for in E2K10 and how to configure in a large environment
* Exchange high availability and capacity planning (E2K10 Database Availability Group)
* Very good understanding of PowerShell and other administration scripting tools
* BES 5, BES 12 for mobility
* Good Environment for mobility (Good works, Good Connect, Good Access)
* Knowledge of Blackberry Admin Console
* Airwatch
* Proofpoint
* Email Tracing
* An excellent track record in process controls, problem solving, service delivery, and customer interaction
* Knowledge in archiving and email policy management
*Desirable:*
* Exchange 2007
* CA Dataminder
* Nagios alerts
* Setting up MTLS and server certificates
* Microsoft Project
* Visio
* Vendor management
* Strong knowledge of Microsoft operating systems, SAN, Active Directory, monitoring products and backup applications.
* Knowledge in project management
*Qualifications (desirable):*
* IT Support based qualifications/training
* ITIL qualifications
* Bachelor’s degree in Computer Science or equivalent experience (desirable)
* Certifications in Exchange 2007 and 2010 or equivalent experience (desirable)
*Competencies:*
* The Individual must be able to constantly prioritize his/her workload to adjust to the high demands of the Banking environment
* Planning and documentation skills will be essential in implementing any changes in process etc.
* Self-motivation, commitment and excellent people skills will also be required in this role
**Job:** **Technology*
**Title:** *Infrastructure Technical Analyst - 253201*
**Location:** *APAC-IND-TN-Chennai*
**Requisition ID:** *16015282*