Applications Support Senior Analyst -Assistant Vice President

• The Apps Support Senior Analyst is responsible for providing Level 2 production support for critical business applications, ensuring platform stability, availability, and operational excellence. The role serves as the primary escalation point for complex application issues, working closely with business users, development teams, infrastructure teams, and vendors to investigate, troubleshoot, and resolve production incidents. The individual will focus on incident management, problem management, monitoring, change implementation, and continuous service improvement while ensuring adherence to SLAs and operational controls. 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.

Key Responsibilities

• The Application Support Senior Analyst (Level 2 production) provides technical and business support for users of Citi Applications. This includes providing quick resolutions to app issues, driving stability, efficiency and effectiveness improvements to help us and the business succeed.
• Perform proactive monitoring, start-of-day checks, health checks, and regional handovers.
• Investigate, troubleshoot, and resolve application, messaging, and infrastructure-related incidents within SLA targets.
• Conduct impact assessments, perform root cause analysis, and provide timely updates to stakeholders during production incidents.
• Coordinate with Level 1 support, development teams, infrastructure teams, and external vendors for issue resolution.
• Manage application recovery activities, transaction reconciliation, and same-day risk mitigation activities.
• Support production releases, change implementations, and post-deployment validations.
• Maintain operational runbooks, support documentation, knowledge articles, and standard operating procedures.
• Identify recurring issues and drive problem management initiatives to improve platform stability and reduce incidents.
• Monitor application performance, capacity utilization, and system availability, escalating risks proactively.
• Support regulatory, audit, compliance, and control requirements by ensuring adherence to operational procedures.
• Participate in weekend support, on-call rotations, disaster recovery exercises, and mandatory testing activities.
• Assist in automation, monitoring enhancements, and operational efficiency initiatives.
• Act as a subject matter expert for supported applications and mentor junior support analysts.
• Provide clear communication to business and technology stakeholders regarding incidents, risks, and service status.
• 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.

Recommended Qualifications

• 7-10 years of experience in Level 2 Application Production Support or Production Management.
• Strong experience in Incident, Problem, Change, and Release Management processes.
• Experience supporting mission-critical applications in a 24x7 production environment.
• Knowledge of monitoring and support tools such as Splunk, Dynatrace, AppDynamics, Geneos, or equivalent.
• Experience with Unix/Linux, Windows, SQL, middleware technologies, and messaging platforms (MQ, Kafka, etc.).
• Ability to analyze logs, troubleshoot application issues, and perform impact assessments.
• Understanding of batch processing, scheduling tools, and transaction flow monitoring.
• Experience supporting financial services, payments, or banking applications is highly desirable.
• Strong stakeholder management and communication skills.
• Ability to prioritize multiple incidents and work effectively during high-severity events.
• Demonstrated ability to lead incident bridges and coordinate cross-functional resolution efforts.
• Experience driving service stability, automation, and continuous improvement initiatives.

Education:

• Bachelor’s/University degree or equivalent experience

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