Job Details
The Applications Support Analyst 2 is a developing professional role. Applies specialty area knowledge in monitoring, assessing, analyzing and/or evaluating processes and data. Identifies policy gaps and formulates policies. Interprets data and makes recommendations. Researches and interprets factual information. Identifies inconsistencies in data or results, defines business issues and formulates recommendations on policies, procedures or practices. Integrates established disciplinary knowledge within own specialty area with basic understanding of related industry practices. Good understanding of how the team interacts with others in accomplishing the objectives of the area. Develops working knowledge of industry practices and standards. Limited but direct impact on the business through the quality of the tasks/services provided. Impact of the job holder is restricted to own team.
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 Analyst is responsible having a good understanding of apps support procedures and concepts and basic knowledge of other technical areas to maintain, identify and define enhancements to existing applications and their operating environments; thus making recommendations for improvements.
- Analyzes existing system logic and uses evaluative judgment to make recommendations and implement enhancements or fixes.
- Formulates and defines scope and objectives for changes through research and fact-finding combined with a basic understanding of business systems and industry standards; documents requirements.
- Partners with appropriate development and production support areas.
- Participates in validation and testing activities.
- Applies good understanding of how the team interacts with others in accomplishing the objectives of the area.
- Assesses the applicability of previous or similar experiences and evaluates options under circumstances not covered by procedures.
- Has limited but direct impact on the business through quality of activities provided; impacts team and closely related teams.
- Exchanges ideas and information in a concise and logical manner.
- 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:
- 0-2 years experience or interest about apps support procedures, concepts and of other technical areas.
- Participation in some process improvements.
- Be able to work under pressure
- Analytical and troubleshooting skills.
- Knowledge in banking applications and server infrastructure
- Good interpersonal and communication skills, great teammate
Education:
- Bachelor’s/University degree or equivalent experience
- 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.
- 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.
- 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------------------------------------------------------
Job Family:
Applications Support------------------------------------------------------
Time Type:
Full time------------------------------------------------------
Most Relevant Skills
Please see the requirements listed above.------------------------------------------------------
Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.------------------------------------------------------
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