Citi Infrastructure Tech Analyst in Warsaw, Poland

  • Primary Location: Poland,Mazowieckie,Warsaw

  • Education: Bachelor's Degree

  • Job Function: Technology

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 17047372


Job background/Context:

The SDMC Lead’s day-to-day responsibilities include the accountability for the management of shift personnel in the SDMC, allocating resources to associated workstation duties based upon skills and service delivery requirements. When situation dictates, perform real-time realignment of staff to focus on crisis and severity-1 situations, to minimize outages and provide focused, coordinated service restoration. In addition, after the trouble has been resolved, he/she must analyze and present data to explain the cause and steps to prevent reoccurrence. Lead is responsible for all activities performed by the shift. Perform all mandated processes, administration, compliance & attestation related activities within the defined timeline, to ensure the department remain audit compliant. Minimize overtime costs associated to their shift by appropriate resources planning (holidays, trainings, projects and sickness). Lead should demonstrate ability to work in a high volume, pressured organization.


  • Work in 24x7 schedule covering weekends and holidays as per schedule

  • Lead shift and own responsibility for overseeing team’s communication and escalation of alerts

  • Meet with staff regularly as part of scheduled 1-2-1s and other meetings

  • Perform BAU daily monitoring duties on highest level of quality

  • Distribute tasks and responsibilities between analysts in a timely manner

  • Organize work in the team to ensure daily tasks and team responsibilities completed timely

  • Ensure minimum staff coverage required to perform daily operations

  • Ensure staff is well trained to perform Team duties

  • Manage conflicts within the team, escalate complex cases

  • Collaborate with peers and management to deliver exceptional customer service

  • be aware of the ongoing issues and report significant incidents to management

  • Take ownership of crisis and severity-1 situations and inform responsible teams and SDMC management

  • Ensure all alerts are actioned timely

  • Ensure proper quality of reports prepared by the team

  • Capture and report significant and re-occurring issues related to deployments or/and escalations

  • Prepare and analyze metrics in order to monitor team workload, performance and quality

  • Develop and review processes that most efficiently meet our clients’ objectives

  • Ensure procedures and processes are up-to-date

  • Accomplish other tasks and projects cascaded


  • Proven experience in managing\coordinating work within the team as a must

  • Strong analytical, organizational, written and interpersonal skills

  • Experience in using Ticketing Systems (Service Now, Virtualtech or others)

  • Knowledge of Monitoring best practices in area of Application and Infrastructure

  • Basic knowledge of Windows environment troubleshooting

  • Application transaction monitoring tools knowledge would be a significant asset

  • Knowledge of any of Monitoring Tools for Enterprise Environments (AppDynamics, Wily, BSM, SPLUNK or others) would be a significant asset

  • Ability to provide clear and detailed process documentation

  • Ability to clearly report ongoing issues and suggest adjustments

  • Ability and willingness to operate within tightly controlled operational procedures

  • Effective prioritization skills and high energy

  • Strong personal work ethic that inspires excellence and enthusiasm amongst peer group