Applications Support Senior Analyst - Assistant Vice President

The Apps Support Sr Analyst is a seasoned professional role. Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and work-flow for the area or function. 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.

Responsibilities:

• The Application Support Senior Analyst provides technical and business support for users of Citi Applcations. This includes providing quick resolutions to app issues, driving stability, efficiency and effectiveness improvements to help us and the business succeed.
• 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+ years experience in an Application Support role.
• Experience installing, configuring or supporting business applications.
• Monitoring & Alerting: Experience with monitoring tools (e.g., Splunk, AppDynamics, Dynatrace, Prometheus, Grafana, ITRS) for proactive identification and resolution of issues.
• ITSM Tools: Proficiency with IT Service Management platforms (e.g., ServiceNow) for incident, problem, and change management.
• Documentation: Strong ability to create and maintain high-quality operational documentation, runbooks, and playbooks.
• Databases: Advanced knowledge of relational databases (e.g., Oracle, SQL Server, PostgreSQL)
• Middleware: Knowledge in messaging queues (e.g., MQ, Kafka), application servers (e.g., WebSphere, Tomcat, JBoss), and web servers (e.g., Nginx, Apache).
• Networking: Strong understanding of network protocols, load balancing, firewalls, and connectivity troubleshooting.
• Cloud Technologies: Knowledge with cloud platforms (e.g., AWS, Azure, GCP) and containerization technologies (e.g., Docker, Kubernetes).
• Programming/Scripting: Basic scripting skills (e.g., Python, Shell, Perl) for automation, monitoring, and problem resolution. Familiarity with common programming languages used in the supported applications (e.g., Java, .NET, Node.js) to debug and understand code logic.
• Advanced Troubleshooting: Ability to diagnose and resolve highly complex, critical production incidents under pressure, often involving multiple interconnected systems.
• Root Cause Analysis (RCA): Expertise in leading and performing RCAs, implementing preventative measures, and tracking resolution of known errors.
• Monitoring & Alerting: Experience with enterprise monitoring tools (e.g., Splunk, AppDynamics, Dynatrace, Prometheus, Grafana) for proactive identification and resolution of issues.
• Performance Tuning: Capability to identify and resolve performance bottlenecks across application, database, and infrastructure layers.
• Change Management: Adherence to strict change control processes and risk assessment for all production changes.
• Consistently demonstrates clear and concise written and verbal communication skills
• Ability to communicate appropriately to relevant stakeholder

Education:

• Bachelor’s/University degree or equivalent experience

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