Apps Support Intmd Analyst - C11 - GETZVILLE

Applications Support Analyst- Hybrid

The Applications Support Analyst is a developing professional role. Applies specialty area knowledge in monitoring, assessing, analyzing and/or evaluating processes and data. Identifies policy gaps and formulates policies. Interprets data and makes recommendations. Researches and interprets factual information. Identifies inconsistencies in data or results, defines business issues and formulates recommendations on policies, procedures or practices. Integrates established disciplinary knowledge within own specialty area with basic understanding of related industry practices. Good understanding of how the team interacts with others in accomplishing the objectives of the area. Develops working knowledge of industry practices and standards. Limited but direct impact on the business through the quality of the tasks/services provided. Impact of the job holder is restricted to own team.

The role will be with Services - Client experience group. This group currently consists of 2 core streams: Business Command Center (BCC) & Orion group.

Business Command Center (BCC) supports the Citi Trade and Treasury Solutions (TTS) and Securities Services (SS) business organizations globally. The BCC provides centralized command and control functionality associated with Major Incident and Problem support, ensuring continuous improvement of the quality of our service offerings. The group is responsible for enhancing business, operational, and support processes by ensuring transparency, consistent severity and impact assessment, rapid resource engagement, appropriate escalation, and timely communication during outages.

 Orion group on the other hand is primarily responsible for setting up & monitoring TTS business critical flows. The group follows the Site Reliability Engineering (SRE) principles and aims to deliver observability and production resiliency solutions. The key objective for this group is to design & implement business critical real time monitoring solutions e.g. dashboards to provide teams ability to identify & troubleshoot issues faster (reduce mean time to resolve - MTTR).

Responsibilities:

• The Application Support Analyst is responsible for having an advanced understanding of application support procedures, concepts and technical knowledge to maintain, identify and define monitoring and investigation enhancements.
• Diligently follow the predefined Incident Management protocols and procedures including proper documentation, escalation to L2 support teams and senior management.  
• Partner with appropriate support teams and senior management while recommending areas of process improvements.
• Applies good understanding of how the team interacts with others in accomplishing the objectives of the area.
• Assesses the applicability of previous or similar incidents and uses sound judgement for circumstances not covered by procedures, while mitigating and inherent risks.
• Promotes a culture of information exchange and ideas in a concise and logical manner which is easily understood to internal stakeholders.
• Performs other duties and functions as assigned by senior management.
• 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:

• 2-5 years experience of apps support procedures, concepts and of other technical areas.
• Participation in some process improvements.
• Be able to work under pressure
• Analytical and troubleshooting skills.
• Knowledge in banking applications and server infrastructure
• Advanced interpersonal and communication skills, great teammate
• Familiar with Observability and Site Reliability Engineering (SRE) Principles
• Advanced experience with database language (like python, SQL, MongoDB, or similar)
• Strong trouble shooting or problem-solving skills
• Experience working with global or multi-regional teams.

Education:

• Bachelor’s/University degree or equivalent experience
• Required hands on tech expertise on UNIX and SQL
• Desirable experience on Java application servers such as WebSphere, Weblogic, Tomcat etc.
• Desirable experience on supporting IBM MQ and AWS Cloud Solutions.
• Desirable experience on scheduling tools such as Autosys
• Desirable experience on monitoring tools such as GENEOS ITRS or AppDynamics, Grafana
• Desirable MS Office suite
• ServiceNow knowledge is