This support role requires experience within application support operations. The individual in this position is expected to understand and follow IT operations procedures, daily support practices, major incident support, and active involvement in Level 1 release, deployment, and post-deployment checkout activities, alongside meticulous change task handling. Should be able to provide feedback to the leadership team for continuous service improvement and operational excellence. Maintaining an awareness of all workflows and automation/efficiency opportunities, App Support Analyst should be able to provide input to management on automation enhancements and workflow optimization opportunities.

It is expected that the candidate has demonstrated historical competency in application support, possesses the technical aptitude to progress towards cross-disciplinary application operations support, and has proven experience with L1 release and deployment processes, including executing post-deployment validation and checkout procedures, and efficient handling of change tasks.

Job Description

This role is responsible for executing the L1 application support, batch support, release and deployment activities, comprehensive post-deployment checkouts, and precise change task handling, as well as administration activities, including application support maintenance, technical guidance, and security in coordination with the SMBF Production Management teams. The overall objective is to use application knowledge and identified policies to process data, resolve issues, and execute administrative tasks. In this role, you will be responsible for monitoring Citi SMBF applications via centralized monitoring toolsets, providing professional first-line support for our internal customers, and coordinating service restoration and deployment activities, including essential checkouts.

Responsibilities:

• Provide RMC (Release Management and Checkout) Support for Citi’s application infrastructure.
• Accountable for achieving overall deliverables, ensuring SLAs, and achieving customer satisfaction.
• Perform regular reports and analysis to assess L1 performance.
• Provide weekly/monthly incident trend updates to stakeholders and management.
• Champions monitoring, release, deployment, checkout, and change management processes by consistently following runbooks/PCMs, works with support teams on improvements, and suggests enhancements wherever appropriate.
• Oversee operations of the assigned shift and report to the lead.
• Assist in preparing staffing schedules aligned to volume and productivity.
• This position will require you to operate in a dynamic environment with a fluctuating, potentially voluminous operational workload.
• Troubleshoot and provide client support for application issues including those arising from deployment activities or identified during post-deployment checkouts.
• Recognize severe events as they occur and engage Management immediately upon awareness of severe application degradation, issues detected during post-deployment checkouts, or critical change task failures.
• Document and update incident, deployment-related technical details (including comprehensive checkout results), and change task execution logs into the Service Now ticketing system.
• Escalate issues to Level II support if unable to resolve through initial troubleshooting that are within operating procedures.
• Communicate with Management to provide frequent status updates regarding technical issues, deployment status, checkout findings, change task progress, and the status of remediation efforts.
• Execution of standard operational processes which involve application, client interfaces, L1 release and deployment procedures, including execution of automated and manual checkouts to ensure system health and functionality, and the accurate processing of change tasks as per documented procedures.
• Validate escalations to ensure necessary corrective and preventive actions are implemented in BAU.
• Ensure accurate timelines of activities on major incidents, deployments, and change tasks are documented.
• Good time management skills with a high sense of urgency and dedication.
• Provide timely response to phone calls to the technical support hotline from internal colleagues within CTI, Citi business clients, vendors, and application teams.
• Willingness to work in 24X7 rotational shifts.

Qualifications:

• Preferably 5 to 9 years of work experience in the relevant field of enterprise application operations support.
• Basic knowledge or interest about apps support procedures, concepts and of other technical areas.
• Good understanding of application monitoring, L1 troubleshooting, L1 release and deployment processes, post-deployment validation/checkout procedures, and change task execution.
• Knowledge in tools like ITRS, Autosys, u Deploy, Service Now, and familiarity with common deployment tools and methodologies, including change management platforms.
• Strong analytical experience preferred.
• Experience in handling MIM calls and representing the L1 team will analysis.
• Experience in escalation handling.
• Experience in report generations and handling meetings.
• Experience in shift handovers and assignment of tasks and responsibilities.
• Basic understanding of batch operations and L1 deployment procedures, including pre-deployment checks, post-deployment checkouts, and the execution/monitoring of change tasks, in application support space.
• Good knowledge of ITIL process, specifically change and release management principles.
• Able to work well in a fast-paced environment and be comfortable in stressful situations.
• Can effectively communicate with both management as well as non-technical personnel on any application, deployment-related, or change task-related issues encountered.
• Self-motivated, goal-driven, and quick learner.
• Strong verbal, written, information gathering, and stakeholder management skills.
• Ability to influence others to achieve results.
• Have intermediary Excel skills.
• Effectively share information with other support team members and with other technology teams
• Ability to plan and organize workload. Ability to communicate appropriately to relevant stakeholder.

Education:

• Preferably Bachelor’s/University degree or equivalent experience.

Job Family Group:

Technology

Job Family:

Applications Support

Time Type:

Full time

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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