Citi Wholesale Lending is embarking on a multi-year technology initiative to upgrade our core accounting and servicing application for its Agency, Non-Agency and Bi-lateral businesses globally in order to support growth and strategic objectives including reduction in manual efforts leading to risk mitigation within the environment. The technology stack transformation will include migrating to the Loan IQ platform and exiting current products that support the businesses. A full-service Lending Production Support team will be critical in the transformation programs success. This is an excellent opportunity with growth into a lead role for someone passionate about technology and possesses knowledge of the LoanIQ product. The Apps Support Senior Analyst integrates subject matter and industry expertise within this defined area.

Responsibilities:

• Perform the day-to-day operations as part of the APAC Lending support team
• Ensure adherence to the global service level, which includes maximizing operational efficiencies, strengthening incident management, problem management and knowledge sharing practices
• Assures adherence to all support process and tool standards and work with Management to create new and/or enhance processes to ensure consistency and quality in “best practices” across the overall support program
• Provides technical oversight across systems and applications, leverage skills across multiple apps support areas
• Provide a holistic view of the production environment for both technology and business management, working closely as a trusted partner for business and operations
• Provide guidance on feedback reviews with development managers, ensuring outstanding issues are tracked to closure, particularly long-term strategic fixes
• Performs other duties and functions as assigned
• Performs controlled resolution of incidents and problems including prioritization and escalation to relevant groups when appropriate, root cause analysis of all problems with follow-through to resolution.
• Champion stability initiatives to enable application high availability for Business-As-Usual which includes better monitoring, failover, and resiliency
• Calm and analytical when faced with major incidents on critical systems
• Exhibits sound and comprehensive communication and diplomacy skills to exchange complex information with inherent confidence with operations and technology partners on a regional or global basis
• Focus on people development, coaching and peer feedback
• Performs other duties and functions as assigned
• 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:

• 6-10 years’ experience in an Apps Support role is essential
• At least 3 years of experience with LoanIQ Platform
• Highly assertive communications skills, commanding personality. Ability to engage a large audience and lead the discussion with clear, articulate, and highly assertive communication. Must show confidence in all communications
• 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
• Capacity Planning/Forecasting exposure a plus
• Effectively share information with other support team members and with other technology teams
• Good knowledge of SQL (Oracle dialect is preferable)
• Experience with REST, JMS, SOAP, Spring Boot, Swagger, Tomcat and JSON and XML processing

Education:

• Bachelor’s/University degree

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