Application Production Support Engineer - Generative AI Tools- Assistant Vice President

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

Job summary

Citibank (Switzerland) AG is seeking an experienced Applications Support engineer to provide front-line technical support for our generative AI applications in production. You will diagnose issues, monitor health, and collaborate with engineering teams to implement fixes and runbooks.

The role requires 8–13 years of production support, strong DevOps knowledge, and comfort with cloud platforms (AWS/Azure/GCP) and scripting (Python/Bash).

Qualifications

• Bachelor's degree in Computer Science, Engineering, or a related field.
• 8-13 years of experience in application production support or a related role.
• Strong understanding of software development lifecycle and DevOps principles.
• Experience supporting cloud-based applications, preferably on AWS, Azure, or GCP.
• Proficiency in at least one scripting language (e.g., Python, Bash).
• Familiarity with monitoring tools (e.g., Datadog, Prometheus, Grafana).
• Excellent problem-solving and analytical skills.
• Strong communication and collaboration skills.
• A passion for AI and machine learning.

Responsibilities

• Provide front-line technical support: Diagnose and resolve production issues related to generative AI apps.
• Monitor application health using dashboards and metrics to detect anomalies.
• Follow incident management procedures and communicate with stakeholders.
• Collaborate with development and infra teams to root cause issues and implement fixes.
• Develop and maintain runbooks, knowledge bases, and troubleshooting guides.
• Automate repetitive support tasks via scripting and tooling.

Skills

Software development lifecycle

DevOps principles

Problem solving

Communication

Collaboration

Education

Bachelor's degree in Computer Science, Engineering, or a related field

Tools

Python

Bash

Datadog

Prometheus

Grafana

AWS

Azure

GCP

Docker

Kubernetes

Job description

Provide front-line technical support: Diagnose and resolve production issues related to our generative AI applications, including performance bottlenecks, API errors, data inconsistencies, and infrastructure problems.

Monitor application health: Utilize monitoring tools and dashboards to track key metrics, identify anomalies, and proactively address potential issues before they impact users.

Incident Management: Follow established incident management procedures to document, upscale, and resolve production incidents, ensuring timely communication with stakeholders.

Collaborate with engineering teams: Work closely with development and infrastructure teams to identify the root cause of issues, implement fixes, and prevent future occurrences.

Develop and maintain documentation: Create and update technical documentation, including runbooks, knowledge base articles, and troubleshooting guides.

Automate support tasks: Identify opportunities to automate repetitive tasks and improve support efficiency through scripting and tooling.

Participate in on-call rotation: Provide on-call support on a rotational basis to ensure 24/7 coverage for critical applications.

Continuous Improvement: Contribute to the continuous improvement of our support processes and tools by identifying areas for optimization and implementing best practices.

Qualifications:

• Bachelor's degree in Computer Science, Engineering, or a related field.
• 8-13 years of experience in application production support or a related role.
• Strong understanding of software development lifecycle and DevOps principles.
• Change Management , Incdient management , Problem Managemet, Stakeholder management Experience supporting cloud-based applications, preferably on AWS, Azure, or GCP.
• Proficiency in at least one scripting language (e.g., Python, Bash).
• Familiarity with monitoring tools (e.g., Datadog, Prometheus, Grafana).
• Excellent problem-solving and analytical skills.
• Strong communication and collaboration skills.
• A passion for AI and machine learning.

Bonus Points:

• Experience with generative AI models and algorithms (e.g., GANs, VAEs, Transformers).
• Knowledge of MLOps principles and practices.
• Experience with containerization technologies (e.g., Docker, Kubernetes).

Job Family Group: Technology

Job Family: Applications Support

Time Type: Full time

Most Relevant Skills Please see the requirements listed above.

Other Relevant Skills For complementary skills, please see above and/or contact the recruiter.

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.