Application Support Analyst - Assistant Vice President

Citi; Mississauga; Hybrid; CAD 132,000 - 197,000; Full time

Benefits offered by this job

Hybrid work model (3 days in office, 2

Global follow-the-sun team

AI-assisted tooling access

Learning and wellbeing programmes

Career mobility and cross-regionCollab

Platform transformation exposure

Job summary

Citi's Securities Services division is seeking a Senior Production Support Analyst to join the DCP Production Support team, a globally distributed, 24x6 operation that keeps data and reporting platforms running for major institutional investors.

This senior role sits at the intersection of data platform operations and client service, contributing to cloud data lake modernization, client platform migration, and multi-business-line data services consolidation.

Qualifications

• 5+ years in application support or production management, preferably in data-intensive environments such as financial services.
• Experience with ITIL-aligned incident, problem, and change management processes.
• SQL proficiency to investigate data quality issues across relational and cloud databases; scripting in Shell or Python is a plus.

Responsibilities

• Deliver L2 production support across the DCP application portfolio, including incident triage, investigation, escalation, and resolution in a global 24x6 model.
• Coordinate start-of-day checks, monitoring, and regional handovers with SLA adherence and stakeholder communication via ServiceNow.
• Act as SME for one or more platforms, coach junior analysts, and own escalation for complex issues.
• Identify recurring incident patterns and drive problem management to reduce root causes and manual effort.
• Improve observability and automation using Grafana, ITRS Geneos, and GCO to minimize manual interventions.
• Adopt AI-assisted tooling for incident troubleshooting and automated root cause analysis within Citi's intelligent operations strategy.
• Manage change activities including release preparation, deployment support, and post-implementation reviews.

Skills

Production support

Incident & change management

SQL proficiency

Scripting (Shell/Python)

Global follow-the-sun support

Mentoring / SME leadership

Cloud data platforms knowledge

Securities Services domain knowledge

Education

Bachelor's degree in Computer Science / IT / Engineering / Finance or related

Tools

ITRS Geneos

Grafana

Snowflake

Apache Kafka

Amazon S3

Databricks

Job description

Citi's Securities Services division is looking for a Senior Production Support Analyst to join the Data & Client Platforms (DCP) Production Support team — a globally distributed, 24\times6 operation that keeps business-critical and client-facing data and reporting platforms running for some of the world's largest institutional investors. This is a senior operational role at the intersection of data platform operations, client service delivery, and technology transformation, offering direct involvement in a platform undergoing major modernisation including cloud data lake adoption, client platform migration, and multi-business-line data services consolidation. If you want to grow beyond traditional incident management into a technically sophisticated, engineering-oriented function, this is the opportunity to do it.

Responsibilities

• Deliver L2 production support across the DCP application portfolio — managing incident triage, investigation, escalation, and resolution within a global follow-the-sun model to ensure seamless 24\times6 platform coverage.
• Coordinate start-of-day platform checks, continuous monitoring, and structured regional handovers, maintaining SLA adherence and clear stakeholder communication throughout the incident lifecycle via ServiceNow.
• Serve as the internal operational point of contact for client-impacting incidents, providing timely and accurate communication to client-facing teams including Client Services, Technology Relationship Managers, and Operations.
• Identify recurring incident patterns and drive structured problem management to eliminate root causes, reduce manual effort, and prevent reoccurrence across the platform portfolio.
• Improve platform observability and operational efficiency by contributing to automation and monitoring initiatives using Grafana, ITRS Geneos, and GCO — reducing the volume of manual interventions required.
• Act as subject matter expert (SME) for one or more platforms, owning operational knowledge, coaching junior analysts, and serving as the escalation point for complex issues.
• Adopt and apply AI-assisted tooling for incident troubleshooting, automated investigation, and resiliency gap detection — contributing to Citi's firm-wide intelligent operations strategy.
• Manage change management activities including release preparation, deployment support, post-implementation review, and production risk assessments to support safe and controlled platform evolution.

Required Qualifications & Skills

• 5+ years of experience in application support, production management, or platform operations — ideally within financial services or data-intensive environments, with hands-on experience across data pipelines, reporting platforms, or client-facing financial applications.
• Active ITRS Geneos monitoring and alerting experience, including dashboard configuration and alert management at an administrator level.
• SQL proficiency sufficient to independently investigate data quality issues across relational and cloud databases.
• Demonstrated practice of ITIL-aligned incident, problem, and change management — with a structured, process-disciplined approach to production operations.
• Shell or Python scripting ability applied to the automation of operational tasks — not just theoretical awareness, but practical, working implementation.
• Experience operating within a global follow-the-sun support model, including shift handovers, on-call discipline, and cross-regional coordination.
• Bachelor's degree in Computer Science, Information Technology, Engineering, Finance, or a related discipline — or equivalent professional experience.

Beneficial Skills & Qualifications

• Hands‑on experience with cloud data platforms such as Snowflake, Apache Kafka, Amazon S3, Databricks, or Couchbase.
• Experience building or maintaining Grafana or ITRS dashboards for proactive platform monitoring.
• Domain knowledge in Securities Services, Investor Services, or Capital Markets environments.
• Exposure to AI-assisted operations tooling — including agentic triage, automated root cause analysis, or intelligent monitoring platforms.
• A track record of leading or mentoring a support team, with evidence of SME accountability and knowledge transfer in a senior operational capacity.

What We Offer

• Direct involvement in major platform transformation programmes — including cloud data lake modernisation, client platform migration, and consolidation of data services across Citi's Investor and Issuer Services business lines.
• Early access to AI‑assisted production management tooling, aligned to Citi's firm‑wide intelligent operations strategy — putting you at the forefront of how financial services production support is evolving.
• Global reach and career mobility within a follow-the-sun team spanning EMEA, North America, and Asia Pacific, with genuine cross‑regional collaboration and exposure.
• A hybrid working model with 3 days in the office and 2 days working remotely, offering a balance between collaborative team working and personal flexibility.
• A clear path to grow beyond incident management — the team is building engineering capability, and senior analysts are expected to lead automation initiatives, mentor colleagues, and influence platform design decisions.
• Access to Citi's broader learning, development, and wellbeing programmes — supporting your professional growth and long‑term career at a firm with global scale and impact.

Full time

Primary Location Full Time Salary Range: $94,300.00 - $141,500.00

This job opening is for an existing job vacancy.

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