Application Support Senior Analyst - Assistant Vice President

Citigroup Inc.; Pune District; On-site; INR 1,500,000 - 3,000,000; Full time

Job summary

Citigroup Inc. is seeking an experienced L2 Application Support Engineer to provide high-quality technical support, troubleshoot complex enterprise applications, and ensure service availability in a fast-paced financial services environment.

The role bridges L1 and L3 teams, emphasizes incident management, proactive monitoring, release validation, and rigorous change control to minimize business impact and maintain SLA compliance.

Qualifications

• Bachelor's degree in CS/IT/Engineering or related field.
• 8+ years of experience in application/technical support or systems engineering.
• ITIL v3/v4 Foundation certification preferred.
• Certifications in AWS/Azure, Kubernetes, Linux Administration, or Oracle/SQL are a plus.

Responsibilities

• Escalation handling and incident ownership for Sev-1/Sev-2 incidents.
• Troubleshooting and root-cause analysis of application, database, middleware, and infrastructure failures.
• Coordinate with L3 developers, DBAs, network engineers, and system admins.
• Monitor systems and conduct health checks, SOD/EOD, and batch runs.
• Support deployments, configuration changes, and environment maintenance.

Skills

Linux/Unix

Windows Server

Education

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

ITIL v3/v4 Foundation

AWS/Azure

Kubernetes CKAD

Linux Administration

Oracle/SQL

Tools

Kubernetes

AWS

Azure

Oracle/SQL

Linux Administration

Job description

Role Overview

TheL2 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

Strong hands-on experience withLinux/Unix environments (navigating file systems, checking logs, monitoring CPU/memory, cron jobs) andWindows Server.

Technology / Tooling

Operating Systems

Strong hands-on experience withLinux/Unix environments (navigating file systems, checking logs, monitoring CPU/memory, cron jobs) andWindows Server.