Application Support Senior Analyst - Assistant Vice President

Citi; Maharashtra; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Citi is seeking an L2 Application Support Engineer to provide high-quality technical support, incident resolution, and bridging between L1 and L3 teams. The role emphasizes monitoring, proactive maintenance, and strong collaboration with DBAs, network engineers, and developers.

You will work on Linux/Windows environments, scripting, SQL databases, and messaging systems, ensuring SLA adherence in a fast-paced financial services setting.

Qualifications

• Bachelor's degree in Computer Science, IT, Engineering or related technical discipline.
• 8+ years in application/support, technical support or systems engineering in enterprise/financial services.
• ITIL v3/v4 Foundation and cloud/kubernetes certifications desirable.

Responsibilities

• Incident & problem management and coordination across teams.
• Troubleshoot, diagnose, and resolve complex multi-tier incidents.
• Implement workarounds and hotfixes to restore services quickly.
• Collaborate with L3 engineers, DBAs, network engineers and sysadmins.
• Maintain incident records in ITSM (e.g., ServiceNow) and report on status.
• Monitor health and performance; perform health checks and maintenance windows.
• Participate in deployment validation, change controls, and environment mgmt.
• Prepare runbooks, SOPs and contribute to PIR/RCA documentation.

Skills

Incident management

Troubleshooting

L1-L2 escalation

Linux/Unix

Windows Server

Shell scripting

PowerShell

Python

SQL

Oracle/SQL

MS SQL

Kafka

Docker

Kubernetes

AWS/Azure

ITIL

ServiceNow/Jira

Communication

Stakeholder management

Education

Bachelor's degree in Computer Science or related field

Tools

Linux tools

SQL tools (Oracle/SQL)

Monitoring tools

ITSM platforms

Job description

Role Overview

The L2 Application Support Engineer (Technical Support Analyst) is a critical role within the Production Support and Operations team. This individual is responsible for providing high-quality technical support, troubleshooting, and incident resolution for complex enterprise applications and platforms. Acting as the bridge between L1 Helpdesk/Monitoring teams and L3 Development/Engineering groups, the L2 Engineer ensures system availability, stability, and adherence to strict Service Level Agreements (SLAs) in a fast-paced, enterprise technology environment.

Key Responsibilities

• Incident & Problem Management
• Escalation Handling: Acknowledge and own incidents escalated by the L1 support team or monitoring alerts.
• Troubleshooting & Diagnosis: Perform in-depth technical analysis and root cause investigation of application, database, middleware, and infrastructure failures.
• Workaround Implementation: Apply approved temporary workarounds or permanent hotfixes to restore services quickly and minimize business impact.
• Collaboration: Partner with L3 developers, database administrators (DBAs), network engineers, and system administrators to resolve complex, multi-tiered issues.
• Incident Lifecycle Management: Track and document all incident progression within the ITSM platform (e.g., ServiceNow) from creation through to resolution.
• Monitoring, Observability & Preventive Maintenance
• System Monitoring: Actively monitor application health, batch jobs, integration feeds, and system performance using enterprise observability suites.
• Proactive Interventions: Identify recurring patterns, error trends, or capacity bottlenecks and initiate preventative actions.
• Health Checks: Perform daily health checks, start-of-day (SOD) and end-of-day (EOD) verifications, and batch processing runs.
• Release, Deployment & Configuration Management
• Deployment Validation: Support the verification of application deployments, system patches, and infrastructure upgrades during maintenance windows.
• Configuration Controls: Maintain and update application configuration files, environment variables, and parameter settings under strict change management processes.
• Environment Management: Assist in maintaining non-production (UAT/Staging) and production environments to ensure consistency.
• Communication & Stakeholder Management
• Status Updates: Provide clear, timely, and precise communications to business stakeholders, product owners, and technology leadership during critical (Sev-1/Sev-2) incidents.
• Bridges & War Rooms: Participate in or lead technical incident bridges to coordinate restoration efforts.
• Post-Incident Reviews: Contribute technical inputs to Post-Incident Reviews (PIRs) and Root Cause Analysis (RCA) documentation.
• Documentation & Knowledge Management
• Runbooks & SOPs: Document and update Standard Operating Procedures (SOPs), application architecture maps, and troubleshooting runbooks.
• Knowledge Sharing: Train L1 teams on common issue resolution paths to shift-left workloads and improve first-contact resolution rates.

Qualifications & Experience

• Education: Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical discipline.
• Experience: 8+ years of experience in an application support, technical support, or systems engineering role (preferably in an enterprise or financial services environment).
• Certifications (Desirable):
  • ITIL v3 or v4 Foundation certification.
  • Professional certifications in AWS/Azure, Kubernetes (CKAD), Linux Administration, or Oracle/SQL.

Operating Systems

Strong hands-on experience with Linux/Unix environments (navigating file systems, checking logs, monitoring CPU/memory, cron jobs) and Windows Server.

Scripting & Automation

Proficiency in writing and debugging Shell scripting (Bash), PowerShell, or Python to automate daily tasks and analyze log files.

Databases & Querying

Strong SQL skills (Oracle, MS SQL, Sybase, or PostgreSQL). Ability to write complex select queries, joins, analyze execution plans, and run database scripts.

Middleware & Web Servers

Working knowledge of Apache, Tomcat, Nginx, WebSphere, and messaging queues like IBM MQ, RabbitMQ, or Apache Kafka.

Cloud & Containerization

Familiarity with Docker, Kubernetes, OpenShift, or cloud infrastructure (AWS/Azure) concepts and container deployments.

Monitoring & Logging

Hands-on experience with tools such as Splunk, ELK Stack, AppDynamics, Dynatrace, Grafana, or ITRS Geneos.

ITSM & Collaboration

Experience with ticketing tools like ServiceNow or Jira, and version control systems like Git or Bitbucket.

Required Professional & Soft Skills

• Analytical Mindset: Excellent logical reasoning and problem-solving skills; ability to systematically break down a complex issue.
• Communication: Exceptional verbal and written communication skills, with the ability to translate technical details into plain language for business teams.
• Pressure Tolerance: Calm demeanor under pressure, especially during high-severity system outages.
• Team Collaboration: Ability to work cohesively in a global, distributed cross-functional environment.

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.

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