Infrastructure Analyst 1 – Entry Level

About the role

The Infrastructure Analyst 1 provides first‑level support for Citi Technology Infrastructure’s Command Center. This entry‑level position assists with monitoring, incident handling, and change management for mainframe and enterprise infrastructure across Latin American business environments.

Key responsibilities

• Perform 1st‑level support, triage and troubleshoot incidents; escalate to Tier II when necessary.
• Use monitoring systems to deliver real‑time health checks to Command Center management and technical teams.
• Answer hotline calls and act as the initial point of entry 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, high energy and ability to work in a dynamic technology‑operations environment.
• Capacity to handle stress, conflicting priorities and a fluctuating workload while maintaining a sense of urgency.
• Resilient work ethic, commitment to exceeding customer expectations and adherence to tightly controlled 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 training upon onboarding.
• Opportunity to work within a global mainframe infrastructure supporting Citi’s worldwide operations.