Applications Support Senior Analyst within Fixed Income Financial & Securitization (F&S) organization, will be responsible for production support of multiple applications used across Fixed Income F&S business at Citi.

An exciting position in Production Support team within Fixed Income F&S Production Support in Mississauga, Canada. The team manages the day-to-day availability of the various FI F&S applications to ensure issues or status updates are accurately communicated to business users and also works on various project tasks with objectives to improve stability, efficiency and effectiveness of our production systems. The team has ownership for the production stability and operation of these systems to internal users and Citi’s external clients.

The candidate will work closely with the colleagues in Mississauga, New York, London, Belfast, Singapore, Sydney, Hong Kong to ensure seamless 24 x 7 supports of applications for Fixed Income businesses. Perform incident and problem management on resolution, root cause analysis, escalation and prioritization to ensure process completion to service level agreements. Liaise with users and all other technology groups. Ensure the stability of applications by proactively seeking ways of improving stability by driving key initiatives like capacity planning, resiliency/failover projects and monitoring enhancement via SRE and JIRA projects. Provide ideas and conduct efficiency and effectiveness improvements in applications and support processes. Streamline process and automate repetitive tasks to reduce manual work. Perform Change Management, application deployment activities of application or infra-activities on production environment. Participate and provide support in onboarding of any new application components.

The Applications Support Senior Analyst is a developing professional role. Deals with most problems independently and has some latitude to solve complex problems. Integrates in-depth specialty area knowledge with a solid understanding of industry standards and practices. Good understanding of how the team and area integrate with others in accomplishing the objectives of the subfunction/ job family. Applies analytical thinking and knowledge of data analysis tools and methodologies. Requires attention to detail when making judgments and recommendations based on the analysis of factual information. Typically deals with variable issues with potentially broader business impact. Applies professional judgment when interpreting data and results. Breaks down information in a systematic and communicable manner. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Moderate but direct impact through close contact with the businesses' core activities. Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams.

Responsibilities:

• Provide L2 support for mission-critical F&S applications within Fixed Income Technology. This includes providing quick resolutions to app issues, driving stability, efficiency and effectiveness improvements.

• Work closely with the development, QA and business teams to determine strategy & priorities and to ensure that the team is meeting the business’ requirements. Ensure team delivers on these priorities and communicated progress effectively to all stakeholders.

• Work on technical solutions to be able to streamline, automate existing processes and provide smart monitoring solutions.

• Provide technical application support, monitoring the applications and technical platform, answer queries via phone, e-mail and other communication mediums.

• This group provides the detailed knowledge of the applications and the upstream and downstream dependencies. For example, they should be able to understand the application processes, database schema as an expert, but would not typically being be expected to read and understand the application code.

• Perform appropriate problem-solving tasks before passing to another team with previously agreed upon format, logs, etc.

• When dealing with major issues, the group would be expected to make key technical recommendations based on their knowledge of the systems and the process flows involved.

• Follow through to ensure each problem is resolved according to SLA. Effectively communicate issues and status updates with business support, regional colleagues, and development teams.

• Create and maintain a knowledge base to ensure that knowledge transfer takes place within the team. Liaise with business support teams and application development groups.

Qualifications:

• 5-8 years’ experience in an Application Support role.

• Experience installing, configuring or supporting business applications.

• Experience with some relevant technologies ie Python, Shell, Linux, SQL, ECS are good to have along with 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 stakeholder

Education:

• Bachelor’s/University degree or equivalent experience

Job Family Group:

Technology

Job Family:

Applications Support

Time Type:

Full time

Primary Location Full Time Salary Range:

$94,300.00 - $141,500.00

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

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

Automated Processing and AI

We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.

Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.

This job opening is for an existing job vacancy.

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