The Apps Support Sr Analyst is a seasoned professional role. Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and work-flow for the area or function. Integrates subject matter and industry expertise within a defined area. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the function and overall business. Evaluates moderately complex and variable issues with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information. Requires good analytical skills in order to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Strong communication and diplomacy skills are required. Regularly assumes informal/formal leadership role within teams. Involved in coaching and training of new recruits. Significant impact in terms of project size, geography, etc. by influencing decisions through advice, counsel and/or facilitating services to others in area of specialization. Work and performance of all teams in the area are directly affected by the performance of the individual.

Responsibilities:

• The Application Support Senior Analyst provides technical and business support for users of Citi Applcations. This includes providing quick resolutions to app issues, driving stability, efficiency and effectiveness improvements to help us and the business succeed.
• Maintains application systems that have completed the development stage and are running in the daily operations of the firm.
• Manages, maintains and supports applications and their operating environments, focusing on stability, quality and functionality against service level expectations.
• Start of day checks, continuous monitoring, and regional handover.
• Perform same day risk reconciliations
• Develop and maintain technical support documentation.
• Identifies ways to maximize the potential of the applications used
• Assess risk and impact of production issues and escalate to business and technology management in a timely manner.
• Ensures that storage and archiving procedures are in place and functioning correctly
• Formulates and defines scope and objectives for complex application enhancements and problem resolution
• Reviews and develops application contingency planning to ensure availability to users.
• Partners with appropriate development and production support areas to prioritize bug fixes and support tooling requirements.
• Participate in application releases, from development, testing and deployment into production.
• Engages in post implementation analysis to ensure successful system design and functionality.
• Considers implications of the application of technology to the current environment. Identifies risks, vulnerabilities and security issues; communicates impact.
• Ensures essential procedures are followed and helps to define operating standards and processes.
• Act as a liaison between users/traders, interfacing internal technology groups and vendors.
• Expected to be able to raise problems to appropriate technology and business teams, while adhering to Service Level Agreements.
• Acts as advisor or coach to new or lower level analysts.
• Provides evaluative judgment based on analysis of factual information in complicated and unique situations.
• Directly impacts the business by ensuring the quality of work provided by self and others; impacts own team and closely related work teams.
• Exhibits sound and comprehensive communication and diplomacy skills to exchange complex information.
• Active involvement in and ownership of Support Project items, covering Stability, Efficiency, and Effectiveness initiatives.
• Performs other duties and functions as assigned.
• 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:

• 5-8 years experience in an Application Support role.
• Experience installing, configuring or supporting business applications.
• Experience with some programming languages and willingness/ability to learn.
• Advanced execution capabilities and ability to adjust quickly to changes and re-prioritization
• Effective written and verbal communications including ability to explain technical issues in simple terms that non-IT staff can understand.
• Demonstrated analytical skills
• Issue tracking and reporting using tools
• Knowledge/ experience of problem Management Tools.
• Good all-round technical skills
• Effectively share information with other support team members and with other technology teams
• Ability to plan and organize workload
• Consistently demonstrates clear and concise written and verbal communication skills
• Ability to communicate appropriately to relevant stakeholde

Education:

• Bachelor’s/University degree or equivalent experience

• Production Support Engineer

• C12

We are seeking a highly experienced and technically proficient Production Support Engineer to join our dynamic team. This role requires a strong blend of technical expertise, problem-solving abilities, and excellent communication skills to ensure the stability, performance, and availability of critical business applications. The ideal candidate will thrive in a fast-paced environment, contributing to continuous improvement and operational excellence.

Key Responsibilities:

Provide advanced L2/L3 support for complex business applications in production environments.
Diagnose, troubleshoot, and resolve incidents and problems efficiently, minimizing downtime and business impact.
Implement proactive monitoring solutions and perform regular health checks to identify and address potential issues.
Participate in root cause analysis (RCA) for critical incidents and contribute to problem resolution.
Execute application deployments and configuration changes following change management processes.
Develop and maintain automation scripts to streamline operational tasks and improve efficiency.
Collaborate closely with development, QA, and infrastructure teams to ensure seamless application delivery and support.
Contribute to documentation, runbooks, and knowledge base articles.
Participate in on-call rotation as required.

Required Qualifications:

Experience: 7-12 years of progressive experience in an Application Support or Production Support role, preferably within a complex enterprise or banking environment.
Operating Systems: Solid IT support experience with UNIX/Linux and Windows server environments, including command-line operations and basic system administration.
Databases: Proficiency in supporting applications interacting with relational databases (e.g., Oracle, SQL Server) and ability to perform basic SQL querying for data analysis and troubleshooting.
Scripting & Automation: Strong proficiency in at least one scripting language (e.g., Python, JavaScript) for automating operational tasks, data extraction, and troubleshooting.
Architecture Understanding: Demonstrated understanding of client-server architectures, including clustered and non-clustered configurations. Familiarity with modern distributed architectures (e.g., microservices, containerization) is beneficial.
Monitoring Tools: Hands-on experience with IT monitoring and alerting tools (e.g., ITRS Geneos, Splunk, Prometheus, Grafana) for proactive issue detection and performance analysis.
Deployment Tools: Experience with application deployment and release management tools (e.g., u Deploy, Release on Demand, Harness).
Networking Fundamentals: Basic to intermediate understanding of networking concepts, including load balancers, firewalls, DNS, and common network protocols (TCP/IP, HTTP/S).
Application Support Lifecycle: Proven experience in the full lifecycle of application support, including installation, configuration, maintenance, and troubleshooting of business applications.
ITSM Tools: Experience with incident management, problem management, and change management processes and tools (e.g., Service Now, Jira).

Desired Skills & Qualifications:

RPA Tools: Knowledge of or hands-on experience with Robotic Process Automation (RPA) tools such as Automation Anywhere, Xceptor, or Appian for process automation.
RPA Development: Experience in RPA development and implementation using tools like Automation Anywhere or Appian.
Certifications: Relevant certifications in RPA tools (AA, Xceptor, Appian) or other core technologies (e.g., cloud platforms, databases).
Middleware/Reporting: Understanding of Web Sphere Application Server architecture and/or Business Objects reporting.
Industry Knowledge: Prior experience supporting banking applications and infrastructure.
Cloud Experience: Exposure to cloud platforms (e.g., AWS, Azure, GCP) and cloud-native application support.

Professional & Soft Skills:

Problem-Solving: Exceptional analytical and advanced troubleshooting skills, with the ability to diagnose root causes and implement effective solutions for complex technical issues.
Communication: Outstanding written and verbal communication skills, including the ability to explain complex technical concepts clearly to diverse audiences, including non-IT stakeholders.
Adaptability: Proven ability to perform effectively under pressure, manage multiple priorities, and adapt quickly to changing requirements and reprioritization in a dynamic environment.
Collaboration: Strong interpersonal skills with a track record of effective collaboration, knowledge sharing, and coordination with various technology and business teams.
Process Improvement: Demonstrated initiative and ability to identify opportunities for process optimization and contribute to the continuous improvement of support operations.
Organizational Skills: Excellent organizational and time management skills, capable of planning and prioritizing workload efficiently.
Continuous Learning: A proactive and curious mindset with a strong willingness and ability to quickly learn new technologies, tools, and programming languages.

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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