Senior L2 Application Support -Incident and Change Management

Citigroup; India; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Citigroup in India is seeking an Apps Support Intmd Analyst to provide technical and business support for Citi Applications, resolving issues and coordinating with technology partners.

You will analyze incidents, contribute to disaster recovery, participate in releases, and document procedures, with a focus on risk awareness and compliance.

Qualifications

• 5-8 years experience in enterprise application support across mixed OS environments.
• Advanced knowledge of SQL across Oracle, PostgreSQL, MS SQL Server and MySQL.
• Foundational understanding of AI-driven operational tools for incident and change management.
• Experience with standardizing procedures and practices.
• Basic business knowledge of financial markets and products.
• Experience with problem management tools.
• Understanding of how sub-functions integrate within the function and commercial awareness.
• Strong communication and interpersonal skills.

Responsibilities

• Provide technical and business support for Citi Applications users.
• Field issues from stakeholders and coordinate with technology partners for remediation.
• Develop understanding of how apps support integrates to achieve business goals.
• Act as liaison between users, traders, internal tech groups and vendors.
• Participate in disaster recovery testing.
• Participate in application releases from development to production.
• Perform post-release checkouts and maintain support documentation.
• Assess risk and ensure compliance with laws and regulations.
• Collaborate with development to prioritize bug fixes and tooling.
• Plan and organize workload with independence.
• Serve as SME to senior stakeholders.

Skills

Enterprise application support

SQL queries

AI-driven operational tools

Problem management

Business knowledge (financial markets)

Education

Bachelor's/University degree or equivalent experience

Tools

Oracle

PostgreSQL

MS SQL Server

MySQL

Job description

The Apps Support Intmd Analyst is a developing professional role.

Deals with most problems independently and has some latitude to solve complex problems. Integrates in-depth specialty area knowledge with a solid understanding of industry standards and practices. Good understanding of how the team and area integrate with others in accomplishing the objectives of the subfunction/ job family. Applies analytical thinking and knowledge of data analysis tools and methodologies. Requires attention to detail when making judgments and recommendations based on the analysis of factual information. Typically deals with variable issues with potentially broader business impact. Applies professional judgment when interpreting data and results. Breaks down information in a systematic and communicable manner. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Moderate but direct impact through close contact with the businesses' core activities. Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams.

Responsibilities

• The Apps Support Intmd Analyst provides technical and business support for users of Citi Applcations.
• Utilizes good understanding of apps support procedures and concepts and basic knowledge of other technical areas to field issues and queries from stakeholders, provide short-term resolutions and work with relevant technology partners for long term remediation.
• Develop a comprehensive understanding of how areas of apps support collectively integrate to contribute to achieving business goals.
• Act as a liaison between users/traders, interfacing internal technology groups and vendors
• Participates in disaster recovery testing
• Participate in application releases, from development, testing and deployment into production.
• perform post release checkouts after application releases and infrastructure updates. Develop and maintain technical support documentation.
• Considers implications of the application of technology to the current environment.
• Analyzes applications to identify risks, vulnerabilities and security issues.
• Makes evaluative judgments based on analysis of factual information; resolves problems by identifying and selecting solutions Cooperation with Development colleagues to prioritize bug fixes and support tooling requirements.
• Directly impacts the business by ensuring the quality of work provided by self and others; impacts own team and closely related work teams.
• Exchanges ideas and information
• Active involvement in and ownership of Support Project items, covering Stability, Efficiency, and Effectiveness initiatives.
• Performs other duties and functions as assigned in a concise and logical manner.
• 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 behaviour, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications

• 5-8 years experience in enterprise application support of mixed Os environments like ( Unix, Linux & windows sever)
• Advance knowledge in SQL queries across Oracle, Postgre SQL & MS SQL Server , MySQL
• Required foundational understanding of AI driven operational tools to drive incident & change management task
• Previous experience or interest in standardization of procedures and practices.
• Basic Business knowledge/ understanding of financial markets and products.
• Knowledge/ experience of problem Management Tools.
• Understands of how own sub-function integrates within the function and commercial awareness
• Evaluates (sometimes complex) situations using multiple sources of information Developed communication and diplomacy skills to persuade and influence
• Good customer service, communication and interpersonal skills
• Good knowledge of the business and its technology strategy
• Consistently demonstrates clear and concise written and verbal communication skills
• Knowledge of issue tracking and reporting using tools
• Good all-round team member & great communication required
• Effectively share information with other support team members and with other technology teams
• Ability to plan and organize workload
• Ability to communicate appropriately to relevant stakeholder

Education

• Bachelor's/University degree or equivalent experience

Job Details

• Job Family Group: Technology
• Job Family: Applications Support
• Time Type: Full time