{"id":3333629,"url":"https://alion.io/job/citi-production-support-analyst","title":"Production Support Analyst","company":{"id":7841,"name":"Citi","domain":"citi.com","url":"https://alion.io/company/citi","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":100,"open_postings":512,"ghost_share":0.006,"stale_share":0.131,"repost_share":0.072,"time_to_fill_p50_days":9,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":10000,"max_usd":23000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":755},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Amazon S3","optional":false},{"name":"Apache Kafka","optional":false},{"name":"Couchbase","optional":false},{"name":"Databricks","optional":false},{"name":"Grafana","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Platform Engineering","optional":false},{"name":"Python","optional":false},{"name":"ServiceNow","optional":false},{"name":"Snowflake","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-26T00:00:00Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-11-01T00:39:07Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"About the Role\nCiti'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.\nThis 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.\nThe 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.\nWhat You Will Be Working On\nThe 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:\nClient data and reporting platforms - real-time and end-of-day data delivery, client reporting, and operational oversight tools\nData lake and cloud-native platforms - next-generation cloud data infrastructure built on modern technologies including Snowflake, Apache Kafka, Couchbase, Amazon S3, and DataBricks\nClient-facing digital experience - platforms delivering data, reporting, and instructions to institutional clients via Citi's digital channels\nEntitlements and data access management - infrastructure governing client and user access to data services\nThe 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.\nKey Responsibilities\nProduction Operations\nProvide L2 production support across the DCP application portfolio - incident triage, investigation, escalation, and resolution - operating within a global follow-the-sun support model\nPerform start-of-day checks, continuous platform monitoring, and structured regional handovers to ensure seamless 24×6 coverage\nManage and resolve user and client-reported incidents via ServiceNow, maintaining SLA adherence and clear communication throughout the incident lifecycle\nClient Service & Communication\nAct 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\nProactively identify and escalate data quality and service availability issues - contributing to a detect-first operating model that reduces client-reported incidents\nContribute to the development and maintenance of a centralised service level inventory - ensuring Citi's commitments to institutional clients are tracked, governed, and met\nPlatform Stability & Continuous Improvement\nIdentify and drive resolution of recurring incident patterns through structured problem management - reducing manual toil and preventing reoccurrence\nDevelop and maintain technical runbooks, support documentation, and operational procedures across the platform portfolio\nContribute to automation and observability initiatives - using tools including Grafana, ITRS, and GCO - to reduce manual effort and improve platform monitoring coverage\nParticipate in change management activities including release preparation, deployment support, post-implementation review, and production risk assessments\nEngineering & AI Enablement\nActively 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\nContribute to operational readiness for new platform migrations and onboarding - ensuring production support capability keeps pace with technology evolution\nPartner with development and platform engineering teams to influence upstream design decisions that improve production operability and resilience\nTransformation & Programme Delivery\nParticipate in continuous improvement workstream items spanning automation efficiency, monitoring uplift, resiliency, and application onboarding\nSupport DCP's expansion as the central data services hub across Investor & Issuer Services\nContribute to business continuity planning, contingency testing, and resiliency exercises across the platform portfolio\nTeam & Stakeholder Engagement\nAct as subject matter expert (SME) for one or more platforms - owning operational knowledge and serving as escalation point for junior team members\nBuild and maintain effective working relationships with Development, Platform Engineering, Risk & Compliance, Audit, Infrastructure, and Vendor/Partner teams\nContributing to the team's reputation as a value-adding, engineering-oriented function\nWhat We Are Looking For\nExperience\n4 to 8 years in an application support, production management, or platform operations role - preferably within financial services or data-intensive environments\nHands-on experience supporting data pipelines, reporting platforms, or client-facing financial applications\nExperience working within a global, follow-the-sun support model across multiple time zones\nFamiliarity with ITIL-aligned incident, problem, and change management processes\nTechnical Skills\nStrong working knowledge of SQL and data querying - ability to investigate data quality issues across relational and cloud databases\nExperience with Snowflake, Couchbase, Amazon S3, or DataBricks is advantageous\nFamiliarity with monitoring and observability tooling such as Grafana or ITRS or GCO\nExperience with automation scripting (Python, Shell, or equivalent) - ability and willingness to build and maintain operational automation\nExperience with ServiceNow or equivalent ITSM platforms for incident and problem management\nUnderstanding of cloud-native data architectures - data lakes, streaming pipelines, and event-driven architecture - is advantageous\nInterest in and exposure to AI-assisted operations tooling - agentic triage, automated incident investigation, or intelligent monitoring\nBehavioural & Professional\nStrong analytical and investigative mindset - able to work through complex, ambiguous production issues methodically and under pressure\nExcellent written and verbal communication skills - able to explain technical issues clearly to non-technical stakeholders including client-facing teams and senior management\nClient-first orientation - understands the impact of production issues on institutional clients and takes ownership of communication and resolution\nProactive and improvement-oriented - actively looks for ways to reduce toil, improve processes, and uplift team capability\nCollaborative - operates effectively in a geographically distributed team with shared accountability for platform health\nComfortable with ambiguity and change - the DCP platform is in active transformation and the role requires adaptability as scope, technology, and operating model evolve\nEducation\nBachelor's degree in Computer Science, Information Technology, Engineering, Finance, or a related discipline - or equivalent professional experience\nWhy Join DCP Production Support at Citi\nStrategic 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\nEngineering 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\nGlobal reach - work within a globally distributed follow-the-sun team across EMEA, NAM, and Asia Pacific with genuine cross-regional collaboration and career mobility\nTransformation exposure - direct involvement in major platform programmes including cloud data lake modernisation, client platform migration, and multi-business-line data services consolidation\nAI-forward environment - early involvement in AI-assisted production management tooling aligned to Citi's firm-wide intelligent operations strategy\n------------------------------------------------------\nJob Family Group:\nTechnology------------------------------------------------------\nJob Family:\nApplications Support------------------------------------------------------\nTime Type:\nFull time------------------------------------------------------\nMost Relevant Skills\nPlease see the requirements listed above.------------------------------------------------------\nOther Relevant Skills\nFor complementary skills, please see above and/or contact the recruiter.------------------------------------------------------\nCiti is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.\nIf you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.\nView Citi’s EEO Policy Statement and the Know Your Rights 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