Production Support Analyst

About the Role

Citi's Securities Services division is seeking a Senior Production Support Analyst to join the Data & Client Platforms (DCP) Production Support team - a globally distributed, 24×6 function supporting business-critical and client-facing data and reporting platforms across Investor & Issuer Services.

This is a senior operational role that sits at the intersection of data platform operations, client service delivery, and technology transformation. The DCP PS team supports an expanding portfolio of platforms serving some of the world's largest institutional investors, across multiple geographies and business lines within Investor & Issuer Services.

The team is actively investing in engineering capability, automation, and AI-assisted operations - making this an opportunity for candidates who want to grow beyond traditional incident management into a forward-looking, engineering-oriented production support function.

What You Will Be Working On

The DCP platform underpins Citi's data distribution, client reporting, and operational data services across Securities Services. You will be supporting a portfolio of proprietary and industry-standard platforms spanning:

• Client data and reporting platforms - real-time and end-of-day data delivery, client reporting, and operational oversight tools
• Data lake and cloud-native platforms - next-generation cloud data infrastructure built on modern technologies including Snowflake, Apache Kafka, Couchbase, Amazon S3, and DataBricks
• Client-facing digital experience - platforms delivering data, reporting, and instructions to institutional clients via Citi's digital channels
• Entitlements and data access management - infrastructure governing client and user access to data services

The platform is undergoing significant transformation - including migration of applications to modernised digital platforms, consolidation of data services across business lines, and adoption of cloud-native data lake architectures. You will be directly involved in supporting this evolution.

Key Responsibilities

Production Operations

• Provide L2 production support across the DCP application portfolio - incident triage, investigation, escalation, and resolution - operating within a global follow-the-sun support model
• Perform start-of-day checks, continuous platform monitoring, and structured regional handovers to ensure seamless 24×6 coverage
• Manage and resolve user and client-reported incidents via ServiceNow, maintaining SLA adherence and clear communication throughout the incident lifecycle

Client Service & Communication

• Act as the internal operational point of contact for client-impacting incidents - providing timely, accurate, and professional communication to client-facing teams including Client Services, Technology Relationship Managers, and Operations
• Proactively identify and escalate data quality and service availability issues - contributing to a detect-first operating model that reduces client-reported incidents
• Contribute to the development and maintenance of a centralised service level inventory - ensuring Citi's commitments to institutional clients are tracked, governed, and met

Platform Stability & Continuous Improvement

• Identify and drive resolution of recurring incident patterns through structured problem management - reducing manual toil and preventing reoccurrence
• Develop and maintain technical runbooks, support documentation, and operational procedures across the platform portfolio
• Contribute to automation and observability initiatives - using tools including Grafana, ITRS, and GCO - to reduce manual effort and improve platform monitoring coverage
• Participate in change management activities including release preparation, deployment support, post-implementation review, and production risk assessments

Engineering & AI Enablement

• Actively engage with and adopt AI-assisted tooling for incident troubleshooting, automated investigation, and resiliency gap detection - aligned to Citi's firm-wide AI-driven production management strategy
• Contribute to operational readiness for new platform migrations and onboarding - ensuring production support capability keeps pace with technology evolution
• Partner with development and platform engineering teams to influence upstream design decisions that improve production operability and resilience

Transformation & Programme Delivery

• Participate in continuous improvement workstream items spanning automation efficiency, monitoring uplift, resiliency, and application onboarding
• Support DCP's expansion as the central data services hub across Investor & Issuer Services
• Contribute to business continuity planning, contingency testing, and resiliency exercises across the platform portfolio

Team & Stakeholder Engagement

• Act as subject matter expert (SME) for one or more platforms - owning operational knowledge and serving as escalation point for junior team members
• Build and maintain effective working relationships with Development, Platform Engineering, Risk & Compliance, Audit, Infrastructure, and Vendor/Partner teams
• Contributing to the team's reputation as a value-adding, engineering-oriented function

What We Are Looking For

Experience

• 4 to 8 years in an application support, production management, or platform operations role - preferably within financial services or data-intensive environments
• Hands-on experience supporting data pipelines, reporting platforms, or client-facing financial applications
• Experience working within a global, follow-the-sun support model across multiple time zones
• Familiarity with ITIL-aligned incident, problem, and change management processes

Technical Skills

• Strong working knowledge of SQL and data querying - ability to investigate data quality issues across relational and cloud databases
• Experience with Snowflake, Couchbase, Amazon S3, or DataBricks is advantageous
• Familiarity with monitoring and observability tooling such as Grafana or ITRS or GCO
• Experience with automation scripting (Python, Shell, or equivalent) - ability and willingness to build and maintain operational automation
• Experience with ServiceNow or equivalent ITSM platforms for incident and problem management
• Understanding of cloud-native data architectures - data lakes, streaming pipelines, and event-driven architecture - is advantageous
• Interest in and exposure to AI-assisted operations tooling - agentic triage, automated incident investigation, or intelligent monitoring

Behavioural & Professional

• Strong analytical and investigative mindset - able to work through complex, ambiguous production issues methodically and under pressure
• Excellent written and verbal communication skills - able to explain technical issues clearly to non-technical stakeholders including client-facing teams and senior management
• Client-first orientation - understands the impact of production issues on institutional clients and takes ownership of communication and resolution
• Proactive and improvement-oriented - actively looks for ways to reduce toil, improve processes, and uplift team capability
• Collaborative - operates effectively in a geographically distributed team with shared accountability for platform health
• Comfortable with ambiguity and change - the DCP platform is in active transformation and the role requires adaptability as scope, technology, and operating model evolve

Education

• Bachelor's degree in Computer Science, Information Technology, Engineering, Finance, or a related discipline - or equivalent professional experience

Why Join DCP Production Support at Citi

• Strategic importance - DCP PS supports Citi's Securities Services data and client experience infrastructure, serving some of the world's largest institutional investors across a platform undergoing major transformation
• Engineering growth - the team is actively investing in automation, AI-assisted operations, and engineering capability - this is a role for candidates who want to grow beyond incident management into a technically sophisticated, forward-looking function
• Global reach - work within a globally distributed follow-the-sun team across EMEA, NAM, and Asia Pacific with genuine cross-regional collaboration and career mobility
• Transformation exposure - direct involvement in major platform programmes including cloud data lake modernisation, client platform migration, and multi-business-line data services consolidation
• AI-forward environment - early involvement in AI-assisted production management tooling aligned to Citi's firm-wide intelligent operations strategy

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