Applications Support Intermediate Analyst - Production Management (Officer)

Role Summary:
The Applications Support Intermediate Analyst is a developing professional role responsible for ensuring the stability, integrity, and performance of critical production applications. This position deals with most problems independently and has the latitude to solve complex issues. The ideal candidate will integrate in-depth specialty area knowledge with a solid understanding of industry standards and practices, applying analytical thinking and a meticulous attention to detail to support our global business operations.

This role provides an excellent opportunity to build a career in financial technology services, gaining hands-on experience with industry-standard tools and the ITIL framework.

Key Responsibilities:

• Production Support & Incident Management:

• Provide technical and business support for users of Citi Applications, acting as a first responder for production incidents.

• Drive the resolution process by performing initial investigation, engaging relevant teams, and ensuring timely communication to stakeholders, strictly following the ITIL framework for Incident, Problem, and Change Management.

• Act as a liaison between users, interfacing internal technology groups, and vendors to resolve issues.

System Monitoring & Operations:

• Proactively monitor the health and performance of applications and infrastructure using enterprise tools like ITRS Geneos to detect and prevent potential issues.

• Oversee and manage critical batch processing schedules using Autosys, ensuring timely and successful completion of jobs.

• Utilize basic MS SQL, Oracle, Unix, and Linux skills to perform health checks, troubleshoot issues, and execute operational tasks.

Application Lifecycle & Releases:

• Participate in application releases, from development and testing through to deployment into the production environment.

• Perform post-release checkouts and verifications after application releases and infrastructure updates.

• Cooperate with Development colleagues to prioritize bug fixes and support tooling requirements.

Continuous Improvement & Risk Management:

• Develop and maintain technical support documentation, runbooks, and procedures to enhance knowledge sharing and operational efficiency.

• Actively participate in and own Support Project items, covering Stability, Efficiency, and Effectiveness initiatives.

• Analyze applications to identify risks, vulnerabilities, and security issues, making evaluative judgments based on factual information.

• Participate in disaster recovery testing to ensure business continuity.

• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients, and assets.

Qualifications and Skills

• Experience: 2-5 years of experience in a Production Support or Application Support role.

Technical Proficiency:

• ITIL Knowledge: Solid understanding of the ITIL framework, particularly Incident, Problem, and Change Management processes. Experience with problem management tools is required.

• Monitoring Tools: Hands-on experience with monitoring solutions, preferably ITRS Geneos.

• Scheduling Tools: Familiarity with job scheduling tools, specifically Autosys.

• Deployment Tools: Exposure to automated deployment tools like Udeploy.

Core Technical Skills:

• Basic proficiency in MS SQL and Oracle (writing and executing queries) and command-line skills in Unix/Linux.

• Analytical Skills: Strong analytical, problem-solving, and troubleshooting skills with the ability to solve complex problems under pressure.

• Communication: Developed communication and diplomacy skills are required to exchange potentially complex or sensitive information with stakeholders. Must demonstrate clear and concise written and verbal communication.

Professional Attributes:

• Ability to operate with a limited level of direct supervision and exercise independence of judgment.

• A strong team player who can effectively share information with other support and technology teams.

• Ability to plan and organize workload effectively.

Desired Skills (Good to Have):

• Financial domain knowledge, including a basic understanding of financial markets and products, especially with Funds and Exchange-Traded Funds (ETFs).

Education

• Bachelor’s/University degree in Computer Science, Information Technology, or a related field, or equivalent experience.

#LI-Hybrid

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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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