Digital Production Support Analyst

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

Job summary

Citi is seeking an Applications Support Senior Analyst to manage end-to-end service delivery for Citi Applications in North America. The role emphasizes stability, improvements, and cross-functional coordination across teams.

The ideal candidate will have 5–8 years in application support, experience with microservices, APIs, middleware, and cloud platforms (OpenShift/GemFire). Strong communication and problem-solving skills are essential to drive operational readiness and post-implementation

Qualifications

• 5–8 years in Application Support.
• Experience installing, configuring or supporting business applications.
• Experience with programming languages and willingness/ability to learn.
• 5+ years in microservices, APIs and middleware development and support using cloud platforms (OpenShift, GemFire).
• Strong written and verbal communication.
• Experience with monitoring tools like Splunk and AppDynamics.
• Knowledge of problem management tools.
• Ability to plan and organize workload.
• Ability to communicate with relevant stakeholders.

Responsibilities

• Provide technical and business support for Citi applications and ensure quick resolutions to issues.
• Drive stability, efficiency and effectiveness improvements to support business success.
• Conduct start-of-day checks and continuous regional monitoring with handover.
• Participate in application releases from development to production and perform post-implementation reviews.
• Act as liaison between users/traders and internal technology groups and vendors, escalating risks as needed.

Skills

Analytical skills

Communication

Problem management

Planning & organizing

Stakeholder management

Education

Bachelor’s degree or equivalent

Tools

OpenShift

GemFire

APIs

Splunk

AppDynamics

Middleware

Job description

The Apps Support Sr Analyst is a seasoned professional role responsible for end to end Service Delivery objectives for the North America internet, mobile, and wallet application services. Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and work-flow for the area or function. Integrates subject matter and industry expertise within a defined area. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the function and overall business. Evaluates moderately complex and variable issues with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information. Requires good analytical skills in order to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Strong communication and diplomacy skills are required. Regularly assumes informal/formal leadership role within teams. Involved in coaching and training of new recruits. Significant impact in terms of project size, geography, etc. by influencing decisions through advice, counsel and/or facilitating services to others in area of specialization. Work and performance of all teams in the area are directly affected by the performance of the individual. In addition to supporting day to day activities reactive relative to incident, problem, and change management this individual leads proactive initiatives to improve service performance ensuring risks in the production environments are mitigated with a special focus on operational readiness in an agile environment. This individual is responsible for participating in multiple cross-functional scrum teams in support of upcoming implementations with a focus on build-to-run, ensuring that required production deliverables are met and knowledge transfer occurs to team members in the production support organization.

Responsibilities

The Application Support Senior Analyst provides technical and business support for users of Citi Applications. This includes providing quick resolutions to app issues, driving stability, efficiency and effectiveness improvements to help us and the business succeed. Maintains application systems that have completed the development stage and are running in the daily operations of the firm. Manages, maintains and supports applications and their operating environments, focusing on stability, quality and functionality against service level expectations. Start of day checks, continuous monitoring, and regional handover. Perform same day risk reconciliations Develop and maintain technical support documentation. Identifies ways to maximize the potential of the applications used Assess risk and impact of production issues and elevate to business and technology management in a timely manner. Ensures that storage and archiving procedures are in place and functioning correctly Formulates and defines scope and objectives for complex application enhancements and problem resolution Reviews and develops application contingency planning to ensure availability to users. Partners with appropriate development and production support areas to prioritize bug fixes and support tooling requirements. Participate in application releases, from development, testing and deployment into production. Engages in post implementation analysis to ensure successful system design and functionality. Considers implications of the application of technology to the current environment. Identifies risks, vulnerabilities and security issues; communicates impact. Ensures essential procedures are followed and helps to define operating standards and processes. Act as a liaison between users/traders, interfacing internal technology groups and vendors. Expected to be able to raise problems to appropriate technology and business teams, while adhering to Service Level Agreements. Acts as advisor or coach to new or lower level analysts. Provides evaluative judgment based on analysis of factual information in complicated and unique situations. Directly impacts the business by ensuring the quality of work provided by self and others; impacts own team and closely related work teams. Exhibits sound and comprehensive communication and diplomacy skills to exchange complex information. Active involvement in and ownership of Support Project items, covering Stability, Efficiency, and Effectiveness initiatives. Performs other duties and functions as assigned. 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.

Recommended Qualifications

5-8 years experience in an Application Support role. Experience installing, configuring or supporting business applications. Experience with some programming languages and willingness/ability to learn. 5+ years of experience required in microservices , APIs and middleware development and support using cloud platforms-Openshift, Gemfire, API’s. Advanced execution capabilities and ability to adjust quickly to changes and re-prioritization Effective written and verbal communications including ability to explain technical issues in simple terms that non-IT staff can understand. Experience in monitoring products like Splunk and App Dynamics is required Demonstrated analytical skills Issue tracking and reporting using tools Knowledge/ experience of problem Management Tools. Good all-round technical skills Effectively share information with other support team members and with other technology teams Ability to plan and organize workload Consistently demonstrates clear and concise written and verbal communication skills Ability to communicate appropriately to relevant stakeholder.

Education

Bachelor’s/University degree or equivalent experience

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.