Application Support Analyst - Assistant Vice President

Citibank (Switzerland) AG; Mississauga; On-site; Confidential; Full time

Job summary

Citi's Securities Services division seeks a Senior Production Support Analyst to join the Data & Client Platforms (DCP) Production Support team — a globally distributed, 24×6 operation that keeps business-critical data and reporting platforms running for some of the world's largest institutional investors.

You will own L2 production support, drive incident handling, enable proactive monitoring with Grafana and ITRS Geneos, and mentor junior analysts while expanding automation and AI-assisted

Qualifications

• 5+ years of experience in application support, production management, or platform operations.
• Active ITRS Geneos monitoring and alerting experience.
• SQL proficiency to investigate data quality across relational and cloud databases.
• ITIL-aligned incident, problem, and change management.
• Shell or Python scripting for automation of operational tasks.
• Experience in a global follow-the-sun support model.
• Bachelor's degree in CS/IT/Engineering/Finance or equivalent experience.

Responsibilities

• Deliver L2 production support across the DCP application portfolio with incident triage, escalation, and resolution.
• Coordinate start-of-day checks, monitoring, and regional handovers with SLA adherence.
• Act as the internal operational point of contact for client-impacting incidents.
• Identify recurring incident patterns and drive structured problem management.
• Improve observability and automation using Grafana and ITRS to reduce manual tasks.
• Serve as SME for one or more platforms and mentor junior analysts.
• Adopt AI-assisted tooling for incident troubleshooting and automated investigations.
• Manage change activities including release prep, deployment support, and post-implementation reviews.

Skills

ITIL processes

SQL

Shell/Python scripting

ITRS Geneos

Data pipelines

Grafana

Education

Bachelor's degree in Computer Science, Information Technology, Engineering, Finance, or related discipline

Tools

ITRS Geneos

Grafana

Snowflake

Kafka

Amazon S3

Databricks

Job description

Senior Production Support Analyst – Citi Securities Services

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, 24×6 operation that keeps business-critical and client-facing data and reporting platforms running for some of the world's largest institutional investors.

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 24×6 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

Joining DCP Production Support means taking on a role with genuine strategic weight — supporting the data and client experience infrastructure that underpins Citi's Securities Services business globally.

You’ll work alongside a high-performing, globally distributed team that is actively investing in automation, AI-assisted operations, and engineering capability, with real opportunities to shape how production support evolves at one of the world's leading financial institutions.

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.

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

Citi 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. If 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. View Citi’s EEO Policy Statement and the Know Your Rights poster.