Applications Support Intermediate Analyst (Officer)

Citi; New York (NY); On-site; USD 85,000 - 120,000; Full time

Job summary

Citi Technology Support is seeking an Applications Support Intermediate Analyst to manage day-to-day availability of applications and provide 24x7 coverage in NAM region. You will work with development, infrastructure, and business teams to resolve issues, drive changes, and improve operational stability.

The role requires strong technical aptitude, proactive communication, and ability to discuss issues with business and technical users at all levels, including weekend shifts and AU-time

Qualifications

• Understanding of multi-tier client-server architecture and HTTP status codes (2xx/3xx/4xx/5xx).
• Experience supporting RESTful and SOAP APIs with Postman, cURL, and browser dev tools.

Responsibilities

• Collaborate with development, infrastructure, and business teams to meet requirements.
• Resolve issues and ensure daily processes meet SLAs.
• Communicate issues and updates with stakeholders clearly.

Skills

Multi-tasking

Proactive

Stakeholder communication

Tools

Postman

cURL

Browser DevTools

Tomcat

WebSphere

WebLogic

Oracle

PostgreSQL

SQL Server

MongoDB

Redis

Cassandra

Terraform

Jenkins

GitLab CI

GitHub Actions

Harness

ITRS Geneos

Job description

Applications Support Intermediate Analyst (Officer)

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Job Overview

Role / Position Overview

We are looking for a production support analyst within the Citi Technology Support organization. This team manages the day-to-day availability of the applications and ensures issues or status updates are accurately communicated to business. The analyst will be working closely with colleagues in NAM region to ensure seamless 24 x 7 support of our applications. The analyst is also expected to build and enhance technical tools to help improve support operations. The incumbent should possess great multi-tasking skills to handle the fast‑paced production environment. The ideal candidate should be technically astute, well organized, proactive, and comfortable in discussing issues with business and technical users at all levels.

This role will require the flexibility of working in shifts and providing weekend support as needed. The shift will vary between the hours of 9:00 am and 7:00 pm AU time.

Functional Responsibilities:

• Work closely with development, infrastructure teams and the business to ensure that the team is meeting the business’ requirement;
• Manage and resolve issues that arise and ensure daily process completion to service level agreements;
• Communicate issues and status updates with all stakeholders effectively;
• Maintain application availability to business users globally;
• Ensure the stability of applications by seeking ways proactively for improving stability;
• Drive initiatives for capacity planning, resiliency/failover plans and monitoring enhancements;
• Perform Change Management and deployment activities in production environment;
• Provide ideas and conduct efficiency and effectiveness improvements in support processes;
• Perform Incident and Problem management including prioritization, cause analysis and escalation to appropriate groups;
• Liaise with users, business sponsors and other application development (AD) groups;
• Provide support to AD teams to ensure that changes can be placed into production and supported;
• Create and maintain a knowledge base to promote knowledge transfer within the team; and
• Participate in special project initiatives, as required.

Technical Qualifications & Experiences

• In-depth understanding of multi-tier client-server architecture, standard HTTP/HTTPS request/response lifecycles, and HTTP status codes (2xx, 3xx, 4xx, 5xx).
• Hands-on experience supporting and troubleshooting RESTful and SOAP APIs using tools such as Postman, cURL, and browser developer tools.
• Working knowledge of web server configuration, maintenance, and log analysis
• Understanding of web security fundamentals, including SSL/TLS certificate lifecycles, cipher suites, mutual TLS (mTLS), CORS, and Web Application Firewalls (WAF).
• Hands-on support experience with Enterprise RDBMS (e.g., Oracle, PostgreSQL, Microsoft SQL Server) and NoSQL/Caching platforms (e.g., MongoDB, Redis, Cassandra).
• Basic knowledge of database High Availability (HA) and Disaster Recovery (DR) models, such as active-passive replication, clustering, and point-in-time recovery.
• Basic knowledge of Linux/Unix CLI navigation
• Hands-on experience administering and supporting enterprise application servers (e.g., Apache Tomcat, Jetty, IBM WebSphere, Oracle WebLogic).
• Practical operational experience in a major public cloud (AWS, Microsoft Azure, or GCP) or enterprise private cloud platform (Red Hat OpenShift)
• Preferred Experience with Infrastructure as Code (IaC) tooling (e.g., Terraform) and CI/CD pipelines (Jenkins, GitLab CI, GitHub Actions, Harness)
• Hands-on operational experience with ITRS Geneos monitoring suite, including daily use of Active Console for real-time alerting, health state assessment, and event investigation.
• Practical knowledge of ITRS Geneos architecture and components: Gateways, Netprobes, Data-views, and Samplers.

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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.

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