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.

About the Team: Data - Production Management

The Data - Production Management team is at the forefront of Citi's journey to a data-driven culture. We are dedicated to delivering innovative technology solutions and simplifying access to quality data and business intelligence. Our team provides business-critical application management and support to our global clients, upholding industry-leading technical and operational excellence through continuous application of engineering principles, innovation, learning, risk management, and automation across our systems and user environments.

We leverage cutting-edge data fabric initiatives to streamline data sources across SMBF - Securities, Markets, Banking and Functions, enabling accurate, reliable, relevant, consistent, complete, scalable, timely, and secure analytics and reporting for clients, regulators, surveillance, supervisory, risk, and finance needs. As a critical partner to the SMBF - Securities, Markets, Banking and Functions, we ensure seamless platform and service operation, delivering world-class client service and experience. We are a forward-thinking team looking for ambitious, capable professionals who thrive on collaboration and are passionate about continuous improvement, offering rewarding work in a supportive environment with clear opportunities for progression.

Team/Function Overview:

The Wholesale Loans Credit Risk department, within the Data Production Management team, is a critical component of the SMBF - Securities, Markets, Banking and Functions. This team leads regional Production Management operations for Credit Risk, focused on digitizing SMBF's products and services, eliminating manual processes, and delivering world-class client experience through scalable solutions. We are responsible for running and maintaining the production environment for all applications, enabling Credit Risk Business users to confidently service their clients. The team ensures 24/7 support for franchise-critical applications through close collaboration with global colleagues across APAC, EMEA, and NAM, as well as with Level 1 Support, Application Technology Development, Infrastructure teams, and Business Product owners. We adhere to Best-in-Class Application Support procedures, technical solutions, and robust Risk & Controls frameworks to manage Production Operations, with a continuous focus on driving stability and service improvements.

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

Key Responsibilities:

• Provide technical and business support to Citi users, ensuring quick resolution of application issues and driving improvements in stability, efficiency, and effectiveness.
• Lead regional Production Management operations, partnering effectively with other regional teams to provide stable production support coverage for the Business.
• Manage, maintain, and support applications and their operating environments, with a focus on stability, quality, and functionality in line with service level expectations.
• Perform controlled resolution of incidents and problems, including prioritization, escalation, and thorough root cause analysis with follow-through to resolution.
• Champion stability initiatives to ensure high application availability for Business-As-Usual, including implementing better monitoring, failover, and resiliency strategies.
• Ensure diligent adherence to Incident & Problem management procedures within Production Management Operations.
• Effectively handle incidents, problems, and changes at a global enterprise level, remaining calm and analytical during major incidents on critical systems.
• Exhibit sound and comprehensive communication and diplomacy skills to confidently exchange complex information with operations and technology partners globally.
• Provide a holistic view of the production environment to both technology and business management, acting as a trusted partner for senior business heads.
• Assess the risk and impact of production issues, escalating to business and technology management in a timely and appropriate manner.

Required Technical Skills and Experience:

• Operating Systems: Good Unix/Linux and Shell scripting skills.
• Databases: Experience working with Oracle, SQL Server, and MongoDB databases.
• Monitoring & Logging: Good experience with monitoring tools such as ITRS Geneos, AppDynamics, Datadog. Good experience with Log Aggregation tools such as ELK, Splunk.
• Cloud & APIs: Expertise supporting ECS cloud hosted applications and Rest API Knowledge.
• Middleware: Experience with Middleware solutions such as Tibco EMS, MQ, Kafka.
• Programming Languages: Experience with Java or other programming languages and a willingness to learn new technologies.
• Communication: Good written and verbal communication skills.

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Job Family Group:

Technology

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Job Family:

Applications Support

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

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

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