The Apps Support Intmd 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.

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 Apps Support Intmd Analyst provides technical and business support for users of Citi Applcations.
• Utilizes good understanding of apps support procedures and concepts and basic knowledge of other technical areas to field issues and queries from stakeholders, provide short-term resolutions and work with relevant technology partners for long term remediation.
• Develop a comprehensive understanding of how areas of apps support collectively integrate to contribute to achieving business goals.
• Act as a liaison between users/traders, interfacing internal technology groups and vendors
• Participates in disaster recovery testing
• Participate in application releases, from development, testing and deployment into production.
• perform post release checkouts after application releases and infrastructure updates. Develop and maintain technical support documentation.
• Considers implications of the application of technology to the current environment.
• Analyzes applications to identify risks, vulnerabilities and security issues.
• Makes evaluative judgments based on analysis of factual information; resolves problems by identifying and selecting solutions Cooperation with Development colleagues to prioritize bug fixes and support tooling requirements.
• Directly impacts the business by ensuring the quality of work provided by self and others; impacts own team and closely related work teams.
• Exchanges ideas and information
• Active involvement in and ownership of Support Project items, covering Stability, Efficiency, and Effectiveness initiatives.
• Performs other duties and functions as assigned in a concise and logical manner.
• 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:

• 2-5 years experience
• Basic knowledge or interest about apps support procedures, concepts and of other technical areas.
• Participation in some process improvements.
• Previous experience or interest in standardization of procedures and practices.
• Basic Business knowledge/ understanding of financial markets and products.
• Knowledge/ experience of problem Management Tools.
• Understands of how own sub-function integrates within the function and commercial awareness
• Evaluates (sometimes complex) situations using multiple sources of information Developed communication and diplomacy skills to persuade and influence
• Good customer service, communication and interpersonal skills
• Good knowledge of the business and its technology strategy
• Consistently demonstrates clear and concise written and verbal communication skills
• Knowledge of issue tracking and reporting using tools
• Good all-round team member
• 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:

• Bachelor’s/University degree or equivalent experience

Key Responsibilities:

• Provide technical and business support, assisting users of Citi and contributing to quick resolutions of application issues.
• Support regional Production Management operations and collaborate with other regional teams to provide stable production support coverage.
• Assist in the management, maintenance, and support of applications and their operating environments, focusing on stability, quality, and functionality.
• Contribute to the resolution of incidents and problems, including prioritization and escalation, and participate in root cause analysis with guidance.
• Support initiatives to enhance application stability and high availability, including monitoring, failover, and resiliency efforts.
• Learn and adhere to Incident & Problem management procedures within Production Management Operations.
• Assist in handling incidents, problems, and changes, particularly during critical system issues, with a calm and analytical approach.
• Develop effective communication and diplomacy skills to exchange information with operations and technology partners.
• Support the provision of insights into the production environment for technology and business management.
• Assist in assessing the risk and impact of production issues, escalating to management as appropriate.

Required Technical Skills and Experience:

• Experience: Limited work experience or relevant internship experience in a technical support or operations role.
• Operating Systems: Basic familiarity with UNIX/Linux environments.
• Scripting & Programming:
  • Basic understanding of scripting concepts; exposure to Shell Scripting is a plus.
  • Willingness to learn programming languages like Java, Python, PowerShell, or other relevant technologies.
• Databases:
  • Basic understanding of database concepts and SQL; exposure to Oracle, SQL Server, or MongoDB is advantageous.
  • Ability to perform basic SQL queries for data retrieval and analysis.
• Monitoring & Logging: Familiarity with monitoring tools (e.g., ITRS Geneos, AppDynamics, Datadog) and log aggregation tools (e.g., ELK, Splunk) is a plus.
• Cloud & APIs: Basic understanding of cloud concepts (e.g., ECS) and Rest APIs.
• Middleware: Awareness of middleware solutions such as Tibco EMS, MQ, or Kafka.
• Scheduling: Basic understanding of job schedulers like Autosys.
• Communication: Good written and verbal communication skills.

Competencies and Soft Skills:

• Attitude: Strong social, positive, can-do attitude, with enthusiasm to learn and take initiative.
• Communication: Eagerness to develop effective communication skills and collaborate within a team.
• Interpersonal: Good interpersonal skills, with an ability to build professional relationships.
• Work Ethic: Ability to work effectively and adapt under pressure, demonstrating a proactive approach to problem-solving.

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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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