Infrastructure Support Analyst

hace 2 semanas

Bogotá, Colombia Scotiabank A tiempo completo

Requisition ID: 210673

We are committed to investing in our employees and helping you continue your career at ScotiaTech.


Purpose

Contributes to the overall success of Global Network Operations as part of the Day Support team ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Guarantees that all activities are conducted in compliance with governing regulations, internal policies, and procedures.


Accountabilities

  • Champion a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
  • Conduct health check and provide reporting and incident communications, answer the hotline and respond email requests.
  • Actively pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
  • Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
  • Champions a high-performance environment and contributes to an inclusive work environment.
  • Work with the help desk to fix user related network issues and open tickets with carrier and vendors for related network incidents.
  • Implement network changes as per provided MOP (Method of Procedure) and implement Firewall Port Requests (FPRs).
  • Look after DNS Task and network requests, look after the intake, validate requests from users and schedule/assign implementations for the shift teams.
  • Look after the WiFi infrastructure, liaise with WiFi Vendor, create/follow-up/close cases as reported by user, engage with Network Engineering for critical issues, serve as a point of contact for wide spread issues and follow up until closure.
  • Ensure there are no unattended tickets outstanding in the GNOC Service Now queue.
  • Look after the integrity of network circuits for branches and ATMs, engage with ATM Teams on reported network circuits or connectivity problems and follow up until closure.
  • Attend daily calls with the branch service providers to validate service occurrences for the past 24 hours and liaise with GNO Shift Teams to validate issues before the new business day starts.
  • Work as escalation point for shift teams. Attend any troubleshooting calls as overflow or support for the day shifts to troubleshoot problems with technologies such as Cisco, F5, Fortinet, Zscaler, DNS Services, WiFi, etc.
  • Track and build Monthly KPI metrics for the GNO Team based on data collected from different sources and/or monitoring systems.
  • Look after the queue for Service Now requests and schedule changes and/or task implementation for the shift teams.
  • Monitor the security scorecard and fix network related issues on weekly basis.


Dimensions

  • Be part the Day Support Team within Global Network Operations.
  • Service is to be maintained to more than 3,000 branches and corporate offices globally.
  • Service is to be maintained to more than 20,000 network devices across Canada, Latin America, Caribbean, US, Europe and Asia Pacific.
  • Manage multiple tasks concurrently and able to work well under pressure


Education / Experience / Other Information

  • Post-secondary education in a technology related field
  • Demonstrate technical knowledge or experience with Cisco routers, switches & firewalls.
  • Cisco Certifications, CCNA required, CCNP an asset.
  • Possess superior problem-solving and decision-making skills to resolve work issues in a dynamic environment.
  • Demonstrate a technical understanding of TCP/IP (e.g., routing, switching & security).
  • Familiar with the following technical subjects: 1) BGP/OSPF protocols; 2) LAN/WAN technologies; 3) Cisco WiFi; 4) Fortinet Firewalls; 5) F5 Load Balancers; 6) Network Monitoring tools; 7) Aruba/Silver Peak SD-WAN; 8) Zscaler.
  • Possess a strong customer orientation and a keen ability to learn rapidly.
  • Firewall Certifications, Fortinet certifications an asset.
  • Load Balancer certifications, F5 certifications an asset.
  • Python scripting knowledge or experience an asset.


Working Conditions

When required, non-standard office working hours for scheduled implementations or while on rotational 24x7 on-call support.


#LI-Hybrid


Location(s): Bogotá or Home-Office

ScotiaTech is a business unit within ScotiaGBS, a Scotiabank Group company located in Bogota, Colombia. The ScotiaTech hub was created to support different technology systems and processes of the Bank. We offer an inclusive, positive work environment, and competitive benefits.

At ScotiaTech, we value the unique skills and experiences each individual brings and are committed to creating and maintaining an inclusive and accessible environment for everyone. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at ScotiaTech; however, only those candidates who are selected for an interview will be contacted.


Note: All postings in will remain live for a minimum of 5 days.

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