The Application Support Senior Analyst provides technical and business support for users of Citi Applcations. This includes providing quick resolutions to app issues, driving stability, efficiency and effectiveness improvements to help us and the business succeed.
Maintains application systems that have completed the development stage and are running in the daily operations of the firm.
Manages, maintains and supports applications and their operating environments, focusing on stability, quality and functionality against service level expectations.
Start of day checks, continuous monitoring, and regional handover.
Perform same day risk reconciliations
Develop and maintain technical support documentation.
Identifies ways to maximize the potential of the applications used
Assess risk and impact of production issues and escalate to business and technology management in a timely manner.
Ensures that storage and archiving procedures are in place and functioning correctly
Formulates and defines scope and objectives for complex application enhancements and problem resolution
Reviews and develops application contingency planning to ensure availability to users.
Partners with appropriate development and production support areas to prioritize bug fixes and support tooling requirements.
Participate in application releases, from development, testing and deployment into production.
Engages in post implementation analysis to ensure successful system design and functionality.
Considers implications of the application of technology to the current environment. Identifies risks, vulnerabilities and security issues; communicates impact.
Ensures essential procedures are followed and helps to define operating standards and processes.
Act as a liaison between users/traders, interfacing internal technology groups and vendors.
Expected to be able to raise problems to appropriate technology and business teams, while adhering to Service Level Agreements.
Acts as advisor or coach to new or lower level analysts.
Provides evaluative judgment based on analysis of factual information in complicated and unique situations.
Directly impacts the business by ensuring the quality of work provided by self and others; impacts own team and closely related work teams.
Exhibits sound and comprehensive communication and diplomacy skills to exchange complex information.
Active involvement in and ownership of Support Project items, covering Stability, Efficiency, and Effectiveness initiatives.
Performs other duties and functions as assigned.
Has the ability to operate with a limited level of direct supervision.
Can exercise independence of judgement and autonomy.
Acts as SME to senior stakeholders and /or other team members.
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
5-8 years experience in an Application Support role.
Experience installing, configuring or supporting business applications.
Experience with some programming languages and willingness/ability to learn.
Advanced execution capabilities and ability to adjust quickly to changes and re-prioritization
Effective written and verbal communications including ability to explain technical issues in simple terms that non-IT staff can understand.
Demonstrated analytical skills
Issue tracking and reporting using tools
Knowledge/ experience of problem Management Tools.
Good all-round technical skills
Effectively share information with other support team members and with other technology teams
Ability to plan and organize workload
Consistently demonstrates clear and concise written and verbal communication skills
Ability to communicate appropriately to relevant stakeholde
Bachelor's/University degree or equivalent experience
??? Production Support for Settlements and Asset Servicing functions of Securities services responsible to perform Incident/outage Management, pro-actively collaborate with Development and Infrastructure partners to identify and remediate stability risks, and engage in crisis management and cross region handholding of issues. ??? Investigation of incidents reported across a diverse range of applications within the Global Custody and Direct Custody and Clearing lines of business. ??? Engagement with ITIL processes including Major Incident management, problem management, change management etc., ??? Operate independently to identify process bottlenecks and proactively drive improvements by engaging the appropriate teams. ??? Experience in performing resiliency activities such as disaster recovery coordination from Production to Contingency site from an Application Support perspective, and Application component level resiliency tests. ??? Preferable to have applied knowledge of Performance/Monitoring tools such as AppDynamics, Elastic Search, and ITRS/Geneos Monitoring. ??? Confidently handle outage communication with stakeholders in Business and Operations. ??? Excellent team player and able to operate without authority to navigate through teams and complex issues and Tasks.
Knowledge or experience of some of the following will be a distinct advantage: ??? SQL Server - SQL, Stored Procedures ??? Oracle or other RDBMS ??? Database performance and tuning ??? Unix/AIX ??? Knowledge of MQ Series, NDM / IBM Connect::Direct ??? Scheduling Tools (Autosys/Control M) ??? ITRS Monitoring tool knowledge (preferred) ??? AppDynamics (preferred) ??? Knowledge of Cloud technologies (preferred)
??? Ability to speak fluently in Korean (Not Mandatory) is an added advantage as we frequently interact with our colleagues from Korea.
Job Family Group: Technology
Job Family: Applications Support
Time Type: Full time
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