Officer Production Support Intmd Analyst

Citi; Mississauga; On-site; CAD 111,954 - 156,217; Full time

Job summary

Citi is seeking a Production Support Intmd Analyst to provide technical and business support for Citi applications, coordinating with technology partners to resolve issues and ensure smooth releases. You will participate in disaster recovery testing and post-release verifications.

The role requires strong analytical skills, experience with monitoring and ITSM tools, and the ability to communicate effectively with stakeholders across the organization.

Qualifications

• Bachelor’s degree or equivalent experience.
• Experience with monitoring and ITSM tools; strong documentation.
• Knowledge of databases, middleware, networking, cloud tech and programming basics.

Responsibilities

• Provide technical and business support for Citi applications.
• Field issues from stakeholders and coordinate with technology partners for remediation.
• Participate in application releases and post-release checks.
• Develop and maintain technical support documentation.
• Contribute to disaster recovery testing and incident response.

Skills

Monitoring tools

ITSM Tools

Documentation

Relational databases

Messaging queues

Cloud technologies

Programming/Scripting

Root cause analysis

Change management

Communication skills

Education

Bachelor’s/University degree or equivalent experience

Tools

Splunk

AppDynamics

Dynatrace

Prometheus

Grafana

ServiceNow

Kafka

Docker

Kubernetes

SQL databases

Job description

The Production 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 Production 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.
• Directly impacts the business by ensuring the quality of work provided by self and others; impacts own team and closely related work teams.
• Exchanges ideas and information
• Active involvement in and ownership of Support Project items, covering Stability, Efficiency, and Effectiveness initiatives.
• Performs other duties and functions as assigned in a concise and logical manner.
• 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.

Qualifications:

• 2-5 years experience
• Monitoring & Alerting: Experience with monitoring tools (e.g., Splunk, AppDynamics, Dynatrace, Prometheus, Grafana, ITRS) for proactive identification and resolution of issues.
• ITSM Tools: Proficiency with IT Service Management platforms (e.g., ServiceNow) for incident, problem, and change management.
• Documentation: Strong ability to create and maintain high-quality operational documentation, runbooks, and playbooks.
• Databases: Advanced knowledge of relational databases (e.g., Oracle, SQL Server, PostgreSQL)
• Middleware: Knowledge in messaging queues (e.g., MQ, Kafka), application servers (e.g., WebSphere, Tomcat, JBoss), and web servers (e.g., Nginx, Apache).
• Networking: Strong understanding of network protocols, load balancing, firewalls, and connectivity troubleshooting.
• Cloud Technologies: Knowledge with cloud platforms (e.g., AWS, Azure, GCP) and containerization technologies (e.g., Docker, Kubernetes).
• Programming/Scripting: Basic scripting skills (e.g., Python, Shell, Perl) for automation, monitoring, and problem resolution. Familiarity with common programming languages used in the supported applications (e.g., Java, .NET, Node.js) to debug and understand code logic.
• Advanced Troubleshooting: Ability to diagnose and resolve highly complex, critical production incidents under pressure, often involving multiple interconnected systems.
• Root Cause Analysis (RCA): Expertise in leading and performing RCAs, implementing preventative measures, and tracking resolution of known errors.
• Change Management: Adherence to strict change control processes and risk assessment for all production changes.
• Basic knowledge or interest about apps support procedures, concepts and of other technical areas.
• Participation in some process improvements.
• Previous experience or interest in standardization of procedures and practices.
• Basic Business knowledge/ understanding of financial markets and products.
• Knowledge/ experience of problem Management Tools.
• Understands of how own sub-function integrates within the function and commercial awareness
• Evaluates (sometimes complex) situations using multiple sources of information Developed communication and diplomacy skills to persuade and influence
• Good customer service, communication and interpersonal skills
• Good knowledge of the business and its technology strategy
• Consistently demonstrates clear and concise written and verbal communication skills
• Knowledge of issue tracking and reporting using tools
• Good all-round team member
• Effectively share information with other support team members and with other technology teams
• Ability to plan and organize workload
• Ability to communicate appropriately to relevant stakeholder

Education:

• Bachelor’s/University degree or equivalent experience

Job Family Group:

Technology

Job Family:

Applications Support

Time Type:

Full time

Primary Location Full Time Salary Range:

$79,320.00 - $110,680.00

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

For complementary skills, please see above.

Automated Processing and AI

We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.

Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.

This job opening is for an existing job vacancy.

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