Production Support Analyst (Officer)

Citi Funds Transfer Pricing (CitiFTP) is a strategic Treasury platform undergoing significant expansion as part of Treasury's transformation roadmap. The platform supports critical Funds Transfer Pricing processes globally and continues to expand into new products, business capabilities, and regulatory initiatives.

The Production Support Analyst will be responsible for providing application production support, incident management, operational monitoring, and release support across the CitiFTP platform. The role requires close collaboration with Development, Infrastructure, Operations, and Business teams to ensure platform stability, timely issue resolution, and strong operational controls.

Key Responsibilities

Production Support & Incident Management

• Provide Level 2/Level 3 application support for CitiFTP applications and related processes.
• Investigate and resolve production incidents, service requests, and application issues.
• Perform root cause analysis and drive remediation actions to prevent recurring issues.
• Monitor application health, inbound/outbound feeds, batch processing, and SLA adherence.
• Coordinate incident resolution across Development, Infrastructure, DBA, and Operations teams.
• Participate in on-call support rotations and critical incident management activities.

Release & Change Support

• Support application releases across development, test, UAT, and production environments.
• Execute deployment validation and post-release verification activities.
• Coordinate with Development and Release Management teams to ensure smooth implementations with minimal business disruption.
• Support change management processes and adherence to technology governance standards.

Data Analysis & Operational Excellence

• Develop and execute complex SQL queries for troubleshooting, data analysis, and issue resolution.
• Utilize Unix/Linux scripting to support automation and operational efficiencies.
• Monitor scheduled jobs and batch processing activities using enterprise scheduling tools.
• Create and maintain support documentation, operational procedures, and knowledge articles.
• Identify opportunities for process improvements, automation, and reduction of manual support activities.
• Provide operational metrics and status reporting to management and stakeholders.

Stakeholder Collaboration

• Partner with business users, operations teams, and technology partners to support platform objectives.
• Communicate incident status, operational risks, and resolution progress effectively.
• Coordinate with support teams on system updates, green zone activities, maintenance events, and end-of-business-day processing.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.
• 2-5 years experience in Application Support, Production Support, or Technology Operations.
• Strong troubleshooting and analytical skills supporting enterprise applications.
• Advanced SQL skills with experience performing data analysis and problem resolution.
• Experience with Unix/Linux environments and shell scripting.
• Understanding of incident, problem, change, and release management processes.
• Strong verbal and written communication skills with the ability to work effectively across global teams.

Preferred Qualifications

• Experience supporting financial services or banking applications.
• Familiarity with Hadoop, Hive, Spark, Impala, or other big data technologies.
• Experience with Autosys or comparable enterprise job scheduling tools.
• Knowledge of ServiceNow, Jira, and ITIL support processes.
• Exposure to OpenShift, containerized platforms, or cloud technologies.
• Experience supporting globally distributed applications across multiple regions and time zones.

Education:

• Bachelor’s/University degree or equivalent experience

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