Application Support Senior Analyst - Assistant Vice President

Citigroup Inc.; Pune District; Hybrid; INR 1,500,000 - 2,600,000; Full time

Job summary

Citigroup Inc. is seeking an experienced L2 Application Support Senior Analyst (AVP) to provide high-quality technical support for enterprise applications. You will bridge L1 and L3 teams, monitor system health, and manage incidents with strong collaboration across global teams.

The role emphasizes problem analysis, preventive maintenance, and effective communication during Sev-1/Sev-2 incidents, with responsibilities spanning runbooks and post-incident reviews.

Qualifications

• Bachelor's degree or higher in CS/IT/Engineering or related field.
• 8+ years in application support/technical support or systems engineering, preferably financial services.
• ITIL v3/v4 Foundation certification is desirable; cloud and container certifications are a plus.

Responsibilities

• Incident & Problem Management: Acknowledge, diagnose, and resolve complex incidents; coordinate across teams.
• Monitoring, Observability & Preventive Maintenance: Monitor health, run health checks, identify trends and bottlenecks.
• Release, Deployment & Configuration Management: Validate deployments, manage configurations, maintain non-prod and prod environments.
• Communication & Stakeholder Management: Provide timely updates and participate in bridges and PIR/RCA discussions.
• Documentation & Knowledge Management: Create runbooks, SOPs, and train L1 teams on common issue paths.

Skills

Linux/Unix

Windows Server

Shell scripting

Python

PowerShell

SQL

Oracle/SQL

Apache/Tomcat

Nginx

WebSphere

IBM MQ

RabbitMQ

Apache Kafka

Docker

Kubernetes

OpenShift

AWS/Azure

Splunk

ELK

AppDynamics

Dynatrace

Grafana

ITSM tools (ServiceNow/Jira)

Git

Education

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

ITIL v3/v4 Foundation certification

Tools

AWS/Azure

CKAD

Linux Administration

Oracle/SQL

Docker

Kubernetes

OpenShift

IBM MQ

RabbitMQ

Apache Kafka

Git

ServiceNow/Jira

Job description

## Application Support Senior Analyst - Assistant Vice PresidentApply: Hybrid: Pune Maharashtra India: Full time: Posted Today: 26999988**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****1. 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. **2. 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.**3. 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.**4. 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.**5. 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.**Required Technical Skills****Domain****Technology / Tooling****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.