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. Responsibilities: 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 Has the ability to operate with a limited level of direct supervision. Can exercise independence of judgement and autonomy. Acts as SME to senior stakeholders and /or other team members. 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. Qualifications: 6-10 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 Education: Bachelor’s/University degree or equivalent work experience Technical Leadership Serve as the primary escalation point for complex and critical Windows Server incidents and problems, providing expert diagnosis and resolution. Lead and mentor Level 1 and Level 2 support teams, fostering a culture of continuous learning and technical excellence. Provide advanced technical guidance and support for all Windows Server operating systems, including Active Directory, Group Policy, DNS, DHCP, Clusters, IIS, and other core Windows services. Oversee the implementation of system changes, upgrades, and patches, ensuring minimal disruption and adherence to change management protocols. ITIL Service Management Incident Management: Drive the resolution of major incidents, perform root cause analysis, and implement preventative measures to reduce recurrence. Ensure all incidents are logged, prioritized, tracked, and resolved within established SLAs. Change Management: Lead the planning, assessment, approval, and implementation of all changes to the Windows Server environment. Ensure proper documentation, risk assessment, and communication are conducted for every change. Event Management: Implement and refine monitoring strategies to proactively detect and respond to events within the Windows Server infrastructure, leveraging automation where possible. Problem Management: Conduct thorough problem investigations, identify underlying causes of recurring incidents, and work with relevant teams to propose and implement long-term solutions. Project Management: Participate in and lead infrastructure projects related to Windows Server deployments, migrations, upgrades, and consolidations. This includes defining project scope, requirements, timelines, and deliverables, and ensuring successful execution. Continual Service Improvement (CSI): Actively participate in and drive initiatives aimed at enhancing the efficiency, effectiveness, and quality of Windows Server services. Identify opportunities for process optimization, technology improvements, and service delivery enhancements, contributing to a culture of continuous improvement. Documentation & Knowledge Management Develop, maintain, and continuously improve comprehensive technical documentation, including Standard Operating Procedures (SOPs), installation guides, configuration documents, and system architecture diagrams. Create and curate knowledge base articles to empower lower support tiers and promote self-service, reducing resolution times and improving overall service efficiency. Ensure all infrastructure changes and configurations are accurately documented and accessible. System Administration & Operations Perform proactive monitoring, maintenance, and performance tuning of Windows Server systems to ensure optimal health and availability. Manage virtualized server environments and cloud-based Windows Server instances. Ensure server security, patching, and compliance with organizational policies and industry best practices. Administer storage solutions, backup and recovery processes, and disaster recovery plans for Windows Servers. Required Skills Deep Windows Server Expertise: In-depth knowledge of Windows Server operating systems (2012 R2, 2016, 2019, 2022, 2025) and core services such as Active Directory, Group Policy, DNS, DHCP, IIS, Clustering, and File Services. ITIL Foundation: Strong practical experience with ITIL service management processes, particularly Incident, Change, Event, Problem, and Project Management. Virtualization & Cloud: Hands-on experience with virtualization technologies (VMware) related to Windows Server management. Scripting & Automation: Proficiency in PowerShell for automation of administrative tasks and configuration management. Documentation Skills: Exceptional ability to create clear, concise, and comprehensive technical documentation. Troubleshooting & Problem Solving: Advanced diagnostic and troubleshooting skills for complex server issues. Leadership & Communication: Excellent communication, interpersonal, and leadership skills, with the ability to mentor junior staff and effectively communicate technical information to both technical and non-technical audiences. Security: Understanding of server security best practices, vulnerability management, and patch management. Networking Fundamentals: Solid understanding of networking concepts (TCP/IP, firewalls, load balancers) as they relate to server connectivity.