Entry-Level Infrastructure Analyst – Mainframe Support

About the role

The Infrastructure Analyst 1 provides first‑level support for Citi’s Command Center infrastructure and mainframe environments. This entry‑level position assists the Global Production Operations Group in delivering reliable services across Latin American business environments.

Key responsibilities

• Perform 1st‑level incident triage, troubleshooting, and escalation to Tier II when required.
• Monitor infrastructure health using enterprise monitoring tools and report status to Command Center management.
• Answer Command Center hotline calls and act as the initial point of contact for incident recording and classification.
• Maintain and update procedural documentation in both Spanish and English.
• Review, accept, and implement scheduled change tasks according to operational procedures.

Required profile

• Strong prioritisation skills and high energy in a fast‑paced technology operations environment.
• Ability to work under stress, manage conflicting priorities and handle a fluctuating workload.
• High sense of urgency, customer‑focused mindset and resilient attitude.
• Commitment to following tightly controlled operational procedures.

Required skills

• Experience in a technology support role.
• Familiarity with iSeries/AS400/Mainframe environments (a plus).
• Intermediate knowledge of enterprise infrastructure monitoring tools.

What we offer

• Formal onboarding training.
• Opportunity to work within a global mainframe infrastructure team.
• Exposure to diverse technology operations across multiple regions.