The Application Support Engineer 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 Engineer provides technical and business support for users of Citi Applications. 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.

Strong troubleshooting skills across applications, middleware, databases, and hybrid cloud environments

Proven experience managing SEV1/SEV2 incidents, driving RCA, and ensuring rapid restoration of service

Strong command of ITIL processes (Incident, Problem, Change, Knowledge Management)

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

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

Technical Skills – Production Support Focus

Unix/Linux: log analysis, process debugging, performance troubleshooting

Databases: Oracle & MongoDB, query debugging, performance triage

Middleware & Messaging: Kafka (consumer lag, offsets), TIBCO EMS (queue depth, delivery issues)

Container & Cloud Platforms: Open Shift, ECS, Kubernetes, Google Cloud

Monitoring & Logging: ITRS Geneos, App Dynamics, Grafana

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.

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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