VMWare Horizon/Cloud Infrastructure Level 3 Operations (Dallas, TX)

| Dallas-Fort Worth, TX
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About Citi:

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments, and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management.

As a bank with a brain and a soul, Citi creates economic value that is systemically responsible and in our clients' best interests. As a financial institution that touches every region of the world and every sector that shapes your daily life, our Enterprise Operations & Technology teams are charged with a mission that rivals any large tech company. Our technology solutions are the foundations of everything we do from keeping the bank safe, managing global resources, and providing the technical tools our workers need to be successful to designing our digital architecture and ensuring our platforms provide a first-class customer experience. We reimagine client and partner experiences to deliver excellence through secure, reliable, and efficient services.

Our commitment to diversity includes a workforce that represents the clients we serve from all walks of life, backgrounds, and origins. We foster an environment where the best people want to work. We value and demand respect for others, promote individuals based on merit, and ensure opportunities for personal development are widely available to all. Ideal candidates are innovators with well-rounded backgrounds who bring their authentic selves to work and complement our culture of delivering results with pride. If you are a problem solver who seeks passion in your work, come join us. We'll enable growth and progress together.

About Our Team:

Citi Technology Infrastructure (CTI) provides the critical technical foundation for Citi's operations and is responsible for delivering reliable IT solutions, scalable infrastructure services, and secure capabilities while creating a trusted customer experience and enabling Citi's workforce to be the best for our clients. Making the bank simpler, greener, and better connected while powering it with trusted, well-secured data, and automating policy enforcement through code are all at the heart of our refreshed global strategy. Data Quality, Simplification, Environmental Stability, Automation, and Service Excellence are the key pillars and priorities on our strategic journey.

CTI Business Operations enables technology managers across the organization to effectively manage their resources and deliver their commitments in support of CTI's strategy, goals, and performance metrics. This is achieved through the provision of commercial aspects of CTI, analytics and reporting (including expense and productivity), workforce, real estate, supplier management, leadership and talent development, including entry level and pipeline programs, and employee engagement and communications.

The Employee Engagement, Product Marketing, and Change Adoption Team manages and strengthens CTI's internal employee engagement, culture, onboarding, as well as talent and development initiatives. The team elevates knowledge and understanding of organizational changes and structures within CTI, ensures awareness of technology strategies across CTI and Citi, and drives user adoption through change management and impactful technology marketing.

In CTI, we are focused on delivering the best for our clients, and we know that to do this we need a talented team with diverse experiences, backgrounds and skills.

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.

  • 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
  • Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's 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.

  • 5-10 years of experience in roles centered around infrastructure delivery (application hosting and/or end user services) with a proven track record of operational process change and improvement
  • 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 non-technical audience

  • Bachelor's/University degree, Master's degree preferred

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Software Robotics and Citizen Development L3 Operations Analyst

The Software Robotics and Citizen Development L3 Operations Analyst position is responsible for operating and managing the platforms that host Citizen Automation initiatives. As part of the Intelligence Process of Operations, Digitization and Technology organization; the analyst will manage Horizon Virtual Desktops hosting Robotics Processing Automation (RPA)/Open Source, Linux Servers hosting applications such as Appian and other products that will be onboarded. The overall objective of this role is to be an operations SME in desktop/server but also have a strong foundation in all technologies that impact desktop/server.

Additional Job Description details:
  • The role currently provides a 24/7 support operation. 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. This role will be for various shifts and will be adjusted by manager as needs arise.

  • Provide expert level build, troubleshoot and resolve virtual desktop issues. Resolve Automation application issues on Windows and Linux with Root Cause Analysis (RCA). Create proactive measures to audit and remediate issues from occurring
  • Automating team's manual work through scripting automation
  • Driving productivity, recommending improvements, remediation and operational excellence using quality methodologies to identify opportunities for improvement.
    Work closely with other Citi internal technology teams to ensure robustness, scalability, and global applicability of solutions
  • Work with project teams and developers to ensure those teams understand compatibility with desktop and server platforms
  • Identify and proactively resolve issues that could impact system performance, reliability, and usability
  • Persuade and influence others through strong and comprehensive communication and diplomacy skills
  • Create and contribute to processes for missing or new solutions that are implemented due to gaps
  • Write Run Books/Knowledge Base articles for lower-level teams and conduct effective training sessions
  • The role currently provides a 24/7 support operation. 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. This role will be for various shifts and will be adjusted by manager as needs arise.

  • Expertise in troubleshooting virtual desktop/Windows and Linux/Windows servers operations environment
  • Able to understand core infrastructure issues and guide businesses on troubleshooting
  • Hands on experience in creation of pools, component upgrades and strong understanding of all components in Horizon
  • Experience with automation technologies (Blue Prism, Automation Anywhere, Work Fusion, or other automation technologies)
  • Able to understand RPA components and its integration with Horizon
  • Able to understand protocols and work with RPA business on hosting bot infrastructure on Horizon
  • Expert hands on scripting experience with PowerShell, Python etc.
  • Active Directory (AD) management (GPO, ADUC)
  • AppSense Environment Manager (for policy management)
  • Application and configuration deployment software (SCCM, HP Radia)
  • Monitoring implementation (VROps, Systrack etc.)
  • Familiar with Desktop Application Support
  • Proficiency in MS Office (Access, Outlook, Excel) including macros creation
  • IT Support based qualifications / training
  • Dual VCP required.
  • Proficient knowledge at an L3 level for networking and integration with Horizon infrastructure.
  • Expert hands on scripting experience with PowerShell, VB script, .Net & PowerCli
  • Experience with VMware product APIs, VMware Horizon suite, AWS, Dockers and Windows 7/10 enterprise environments
  • Expert knowledge in application management through appstacks and Thinapps.
  • Working knowledge on VMware infrastructure components from base layer to application virtualization.
  • Patch Management

Critical Competencies:
  • Strong verbal and written communication
  • Learn and able to adapt to changing environment. Willing to learn and have a can do attitude
  • Ability to perform complex and varied assignments in support of the team's scope of work
  • Analytical thinking and experience with data analysis tools and methodologies
  • Planning, multi-tasking, and prioritization skills
  • Team-oriented and collegial approach to addressing challenges
  • Strong people, process, and business focus
  • ITIL certified
  • Being part of a team, you will be expected to work un-supervised and manage your workload effectively
  • Strong communication skills
  • Good interpersonal and teamwork skills

Job Family Group:

Job Family:

Time Type:
Full time

Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi") invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View the "EEO is the Law" poster. View the EEO is the Law Supplement.

View the EEO Policy Statement.

View the Pay Transparency Posting

Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.
More Information on Citi
Citi operates in the Fintech industry. The company is located in New York, NY, New York, NY, Jacksonville, FL and Dallas, TX. Citi was founded in 2022. It has 223850 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 1019 open jobs at Citi, click here.
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