Applications Support Technical Lead Analyst

The Apps Sup Tech Lead Analyst is a strategic professional who stays abreast of developments within own field and contributes to directional strategy by considering their application in own job and the business. Recognized technical authority for an area within the business. Requires basic commercial awareness. There are typically multiple people within the business that provide the same level of subject matter expertise. Developed communication and diplomacy skills are required to guide, influence, and convince others, in particular colleagues in other areas and occasional external customers. Significant impact on the area through complex deliverables. Provides advice and counsel related to the technology or operations of the business. Work impacts an entire area, which eventually affects the overall performance and effectiveness of the sub-function/job family.

Responsibilities:

• The Apps Support Tech Lead Analyst is responsible to partner with multiple technology teams to ensure appropriate integration of functions to meet goals; identify and define necessary system enhancements; analyze existing system logic, identify problems; and recommend and implements solutions.
• Provides expertise in area and an advanced level of understanding of the principles of apps support.
• Formulates and defines systems scope and objectives for complex, high impact application enhancements and problem resolution through in-depth analysis and evaluation of complex business processes, systems, and industry standards, documents requirements.
• Partners with multiple technology areas and management teams to ensure appropriate integration of functions to meet goals.
• Works closely with Product Owners, Business Analysts and Systems Analysts to determine and document Systems impacts and support requirements
• Considers the implications of the application of technology to the current environment.
• Identifies risks, vulnerabilities, and security issues; communicates impact; proposes risk mitigation options.
• Acts as advisor or coach to new or lower-level analysts; allocates work.
• Provides in-depth analysis with interpretive thinking to define problems and develop innovative solutions.
• Directly impacts the business by influencing strategic functional decisions through advice, counsel, or provided services.
• Persuades and influences others through strong and comprehensive communication and diplomacy skills
• 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:

Experience

• 10-15 years of progressive experience in Leading highly scalable Production platform
• Strong knowledge and working experience in the Corporate Banking domain, including critical payment flows, and transaction processing
• Demonstrated leadership experience in high-availability, large-scale financial environments
• Proven ability to lead cross-functional teams and drive operational excellence

Core Responsibilities

• Hands-on experience managing large-scale, distributed online banking platforms.
• Lead L2 Production Support for mission-critical applications, ensuring stability, resilience, and 24/7 service availability
• Drive incident management, real-time coordination, rapid triage, and timely restoration
• Perform deep root cause analysis (RCA) and ensure long-term preventive solutions
• Build strong partnerships with engineering, architecture, infrastructure, and business teams
• Foster a service-oriented culture in a high-pressure, fast-paced environment

Monitoring & Observability

• Design and build strategic observability dashboards using gold signals (SLIs, SLOs, Latency, Business KPIs)
• Troubleshoot telemetry and instrumentation issues across on-prem, ECS, Kubernetes, and cloud environments
• Drive end-to-end client journey visibility, especially for Digital Channels and other critical business flows
• Integrate and optimize modern observability and monitoring tools
• Collaborate with Architecture to embed Observability NFRs into the SDLC
• Apply SRE fundamentals to improve system reliability and reduce operational toil
• Evaluate and onboard new tooling to enhance Monitoring & Observability capabilities

Technical Expertise

• Unix/Linux: log analysis, performance investigation, process debugging
• Scripting: Shell and Python for automation and support utilities
• Databases: Oracle & MongoDB troubleshooting
• Replication: Oracle GoldenGate triage and health monitoring
• Messaging: Kafka (consumer lag, offsets), TIBCO EMS troubleshooting
• Observability Tools: Grafana, Prometheus, Open Telemetry, ELK, AppDynamics, ITRS Geneos
• Cloud / Containers: Google Cloud Observability (Monitoring, Logging, Tracing), OpenShift, ECS, Kubernetes
• Ability to build consolidated E2E monitoring views across hybrid infrastructure

AI Enablement

• Identify L2 operational use cases for AI-driven automation and remediation
• Collaborate to build business cases for Citi AI solutions
• Drive adoption of AI to reduce manual effort and improve incident predictability

Leadership

• Strong leadership capabilities with the ability to mentor L1/L2 teams
• Strategic thinker with excellent practical problem-solving skills
• Strong interpersonal and relationship-building skills across technology and business stakeholders
• Excellent communication during high-severity incidents and executive updates
• Ability to thrive in a fast-paced, service-oriented environment, maintaining composure under pressure

Education:

• Bachelor’s/University degree, master’s degree preferred

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