Officer Production Support Intmd Analyst

Citigroup Inc.; Mississauga; On-site; CAD 70,000 - 100,000; Full time

Job summary

Citi is seeking a Production Support Intmd Analyst to join their team in a developing professional role. You will assist Citi applications users, field issues with vendors, and participate in disaster recovery and production releases.

Strong communication and problem-solving skills are essential as you contribute to stability and efficiency initiatives. You will work with monitoring tools, ITSM platforms, databases, middleware, and cloud technologies to ensure quality service and timely

Qualifications

• 2-5 years experience in production support or similar role.
• Experience with monitoring tools (e.g., Splunk, AppDynamics, Dynatrace, Prometheus, Grafana, ITRS).
• Proficiency with ITSM platforms (e.g., ServiceNow) for incidents and changes.
• Strong ability to create and maintain operational runbooks and playbooks.
• Advanced knowledge of relational databases (Oracle, SQL Server, PostgreSQL).
• Knowledge of MQ, Kafka, WebSphere, Tomcat, Nginx, Apache middleware.
• Solid networking knowledge: load balancing, firewalls, connectivity.
• Familiar with cloud platforms (AWS/Azure/GCP) and Docker/Kubernetes.
• Basic scripting (Python, Shell, Perl) and familiarity with Java/ .NET/ Node.js.
• Ability to diagnose and resolve highly complex production incidents; perform RCA.
• Adheres to change management processes and risk assessment.
• Basic understanding of apps support procedures and process improvements.
• Business knowledge of financial markets and Citi products.
• Strong communication and teamwork skills.

Responsibilities

• Provides technical and business support for Citi applications users.
• Uses monitoring concepts to field issues, provide short-term resolutions, and coordinate remediation.
• Develops understanding of how apps support integrates to achieve business goals.
• Acts as liaison between users/traders, tech groups, and vendors.
• Participates in disaster recovery testing.
• Participates in application releases from development to production.
• Performs post-release checks and maintains support documentation.
• Considers technology implications for the current environment.
• Analyzes applications to identify risks and security issues.
• Diagnoses issues and prioritizes fixes with Development teams.
• Be directly involved in and own Support Project items (Stability, Efficiency, Effectiveness).
• Performs other duties as assigned; operates with limited supervision.
• Acts as SME to senior stakeholders and team members.
• Escalates and reports control issues with transparency.

Skills

Monitoring & Alerting

ITSM Tools

Documentation

Databases

Middleware

Networking

Cloud Technologies

Programming/Scripting

RCA

Change Management

Business knowledge

Issue tracking tools

Education

Bachelor’s/University degree or equivalent experience

Tools

Splunk

AppDynamics

Dynatrace

Prometheus

Grafana

ITRS

ServiceNow

Oracle

SQL Server

PostgreSQL

MQ

Kafka

WebSphere

Tomcat

Nginx

Apache

AWS

Azure

GCP

Docker

Kubernetes

Python

Shell

Perl

Java

.NET

Node.js

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 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

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