Operations Support Analyst I

Citigroup; Xico; Hybrid; MXN 360,000 - 480,000; Full time

Job summary

Citigroup in Veracruz, Mexico, is seeking an Application Support Analyst to deliver reliable L2 support for critical banking applications. You will resolve incidents, coordinate remediation with technology partners, and ensure system stability while collaborating with development and infrastructure teams.

The role requires hands-on Linux/Unix/SQL/Mainframe/Oracle experience, ITIL-aligned processes, and strong English communication.

Qualifications

• 3+ years of experience in application support in banking/finance, L2 level.
• Hands-on with Linux, Unix, SQL, Mainframe and Oracle Database in production.
• Experience with incident and problem management per ITIL.
• Ability to analyze complex data sources and communicate findings clearly to stakeholders.
• Advanced English proficiency in speaking and writing.
• Ability to plan, prioritize and manage workload across concurrent issues.
• Bachelor's degree or equivalent professional experience.

Responsibilities

• Deliver L2 application support for banking systems, resolving incidents and coordinating remediation with relevant technology partners.
• Manage the full incident and problem lifecycle using structured management tools, ensuring timely resolution, accurate tracking, and stakeholder reporting.
• Act as the primary liaison between business users and internal technology teams and vendors, translating technical findings into clear communications.
• Coordinate post-release validation checks after deployments and infrastructure updates to confirm system integrity and performance.
• Analyze applications to identify risks, vulnerabilities, and security issues with remediation recommendations.
• Collaborate with development colleagues to prioritize bug fixes and align on technical requirements by business impact.
• Develop and maintain technical support documentation for the wider support team.
• Participate in disaster recovery assessments and stability initiatives within the application support function.

Skills

Linux

Unix

SQL

Mainframe

Oracle Database

ITIL practices

English proficiency

Stakeholder communication

Independent workload management

Education

Bachelor's degree or equivalent professional experience

Job description

Citi is looking for an Application Support Analyst to deliver reliable, high-quality L2 support for critical banking and financial applications that keep global operations running. In this role, you will sit at the intersection of technology and business, resolving complex application issues, coordinating with technology teams, and contributing to the stability and performance of systems that matter. You will work independently on the majority of issues while collaborating closely with development and infrastructure partners to deliver lasting solutions.

Responsibilities

• Deliver L2 application support for banking and financial systems, resolving incidents and stakeholder queries by providing short-term fixes and coordinating long-term remediation with the relevant technology partners.
• Manage the full incident and problem lifecycle using structured management tools, ensuring timely resolution, accurate tracking, and clear reporting to stakeholders.
• Act as the primary liaison between business users and internal technology teams and vendors, translating technical findings into clear, actionable communications.
• Coordinate post-release validation checks following application deployments and infrastructure updates to confirm system integrity and performance.
• Analyse applications to identify risks, vulnerabilities, and security issues, and escalate findings with well-reasoned recommendations for remediation.
• Collaborate with development colleagues to prioritize bug fixes and align on technical requirements, ensuring issues are resolved in order of business impact.
• Develop and maintain technical support documentation, keeping procedures current and accessible to the wider support team.
• Participate actively in disaster recovery assessments and stability, efficiency, and effectiveness initiatives within the application support function.

Required qualifications & skills

• More than 3 years of experience in application support roles focused on banking or financial applications, at L2 service level (not infrastructure or hardware support).
• Hands‑on experience with Linux, Unix, SQL, Mainframe, and Oracle Database in a production support environment.
• Practical knowledge of incident and problem management practices, including the use of monitoring and tracking tools, aligned to ITIL frameworks.
• Ability to assess complex situations using multiple data sources and communicate well‑structured findings to technical and non‑technical stakeholders.
• Advanced English proficiency in both written and verbal communication, with the ability to exchange sensitive or technical information clearly and diplomatically.
• Demonstrated ability to plan, prioritize, and manage workload independently across concurrent issues with varying levels of business impact.
• Bachelor's degree or equivalent professional experience.

Beneficial skills & qualifications

• Exposure to process improvement initiatives or standardization of support procedures within a technology or operations function.
• Familiarity with financial markets or financial products, providing context when supporting business‑critical applications.
• Experience participating in application release cycles, from pre‑production testing through to post‑deployment validation.

What we offer

• A hybrid working model with 3 days in the office and 2 days working remotely, giving you flexibility alongside team connection.
• The opportunity to deepen your expertise across a broad technology stack including Linux, Unix, SQL, Mainframe, and Oracle Database within a complex financial services environment.
• Exposure to application release cycles, disaster recovery planning, and cross‑functional technology projects that build breadth across your career.
• Access to learning and development resources that support your progression within Citi's global technology function.
• A performance‑driven team environment where your contributions to stability and service quality are recognized and valued.
• Competitive compensation and locally relevant benefits designed to support your financial wellbeing and work‑life balance.

Job Family Group

Technology

Job Family

Applications Support

Time Type

Full time

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.

Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.