Applications Support Analyst

The Apps Support Intmd Analyst is a developing professional role. Deals with most problems independently and has some latitude to solve complex problems. Integrates in-depth specialty area knowledge with a solid understanding of industry standards and practices. Good understanding of how the team and area integrate with others in accomplishing the objectives of the subfunction/ job family. Applies analytical thinking and knowledge of data analysis tools and methodologies. Requires attention to detail when making judgments and recommendations based on the analysis of factual information. Typically deals with variable issues with potentially broader business impact. Applies professional judgment when interpreting data and results. Breaks down information in a systematic and communicable manner. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Moderate but direct impact through close contact with the businesses' core activities. Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams.
Responsibilities:

• The Apps Support Intmd Analyst provides technical and business support for users of Citi Applications.
• Utilizes good understanding of apps support procedures and concepts and basic knowledge of other technical areas to field issues and queries from stakeholders, provide short-term resolutions and work with relevant technology partners for long term remediation.
• Develop a comprehensive understanding of how areas of apps support collectively integrate to contribute to achieving business goals.
• Act as a liaison between users/traders, interfacing internal technology groups and vendors
• Participates in disaster recovery testing
• Participate in application releases, from development, testing and deployment into production.
• perform post release checkouts after application releases and infrastructure updates. Develop and maintain technical support documentation.
• Considers implications of the application of technology to the current environment.
• Analyzes applications to identify risks, vulnerabilities and security issues.
• Makes evaluative judgments based on analysis of factual information; resolves problems by identifying and selecting solutions Cooperation with Development colleagues to prioritize bug fixes and support tooling requirements.
• 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.
• Work closely with Development and Infrastructure partners to detect potential issues and address them before they manifest in Production. 
• 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:

• 4-8 years experience
• Basic knowledge or interest about apps support procedures, concepts and of other technical areas.
• Investigation of incidents reported across various distributed applications within the Custody business.
• Prior working experience in Securities Services business such as in banks is a plus.
• 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.
• Confidently handle communication with various stakeholders in Business, Operations, Infrastructure, and application partner systems.
• Drive issues with a sense of urgency to resolve and restore services to prevent Client impact.
• 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.
• Strong analytical and troubleshooting skills in resolving Production outages at different levels of complexity across .Net/Java, SQL, Linux, etc.,
• Preferable to have applied knowledge of Performance/Monitoring tools such as AppDynamics, Splunk, Elastic Search, and ITRS/Geneos Monitoring.

Technical Skills:

• SQL Server – SQL, Stored Procedures
• Redis or Oracle or other RDBMS
• Unix/AIX/Windows
• Knowledge of MQ Series, NDM / IBM Connect::Direct / Kafka / RabbitMQ
• Scheduling Tools (Autosys/Control M)
• ITRS Geneos Monitoring tool knowledge (preferred)
• AppDynamics (preferred)
• Knowledge of Cloud technologies (preferred)

Education:

• Bachelor’s/University degree or equivalent experience

Technical Skills:

• SQL Server – SQL, Stored Procedures
• Redis or Oracle or other RDBMS
• Unix/AIX/Windows
• Knowledge of MQ Series, NDM / IBM Connect::Direct / Kafka / RabbitMQ
• Scheduling Tools (Autosys/Control M)
• ITRS Geneos Monitoring tool knowledge (preferred)
• AppDynamics (preferred)
• Knowledge of Cloud technologies (preferred)

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Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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