Production Support

Job Description

The Applications Support Senior Analyst is a seasoned individual contributor role responsible for providing day-to-day technical expertise, operational support, and problem resolution across enterprise application suites. Apply in-depth disciplinary knowledge through provision of value-added perspectives, technical guidance, and operational assistance. Acts as a designated backup shift lead, ensuring continuity of shift operations, balancing workload, and escalation handling in the absence of shift lead. Contributes to the development of improved support techniques, runbooks, and operational plans within the area of expertise. Strong communication, diplomacy, and analytical skills are required. Work affects the quality, timeliness, and effectiveness of support operations across the functional area. While this role does not have direct people management responsibilities (such as performance appraisals, disciplinary actions, or budget oversight), it plays an active role in mentoring peers, guiding junior team members, and driving operational excellence.

Responsibilities:

•            Operates as a senior technical practitioner in 24X7 rotational shifts, acting as a backup shift lead to ensure seamless shift coverage, handover, and team coordination.

•            Facilitates and coordinates technical issue escalation; triages, prioritizes, and drives timely technical issue resolution during the shift.

•            Coordinates shift activities and task distribution to ensure smooth operational flow and avoid business service disruption.

•            Actively coordinates and supports the resolution of major system outages, ensuring prompt escalation and clear, transparent communication to key stakeholders.

•            Executes and oversees start-of-day checks, continuous monitoring, and structured regional/shift handovers.

•            Acts as a key technical liaison between business users, development teams, interfacing internal technology infrastructure groups, and external vendors.

•            Provides technical guidance and subject matter expertise across supported systems and applications.

•            Actively contributes to and takes ownership of Support Project initiatives, covering Stability, Efficiency, and Effectiveness (automation, tooling improvements, runbook enhancement).

•            Applies sound understanding of concepts and procedures within own apps support area to resolve complex and non-standard technical issues.

•            Provides evaluative judgment based on factual analysis of complicated and unique incident/problem scenarios.

•            Contributes to continuous improvement, operational readiness reviews, and the formulation of support procedures impacting the apps support area.

•            Participates in application releases, covering deployment coordination, testing validation, and implementation into production.

•            Performs post-release checkouts following application deployments and infrastructure maintenance windows.

•            Develops, reviews, and maintains high-quality technical support runbooks, knowledge base articles, and standard operating procedures (SOPs).

•            Influences and collaborates effectively with cross-functional technical teams and business partners through strong communication and diplomacy skills.

•            Mentors and provides informal technical guidance to junior team members to enhance team capability and knowledge sharing.

•            Performs other duties and technical functions as assigned.

•            Appropriately assesses risk when business decisions and operational actions are taken, 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 transparently escalating, managing, and reporting control and operational risk issues.

 

Qualifications:

• 6+ years of relevant experience in an Application Support or Production Support role, with proven experience acting in a senior technical capacity or as a shift lead / backup lead.
• Strong hands-on experience with real-time monitoring and observability systems such as ITRS Geneos, Splunk, AppDynamics, Dynatrace, or similar tools.
• Solid understanding of ITIL support processes, specifically Incident Management, Problem Management, Change Management, and Release Management.
• Consistently demonstrates clear, concise, and structured written and verbal communication skills.
• Demonstrates confidence and professionalism in technical communications during high-severity incidents and executive stakeholder updates.
• Proficient with dashboarding and reporting tools such as Grafana, Power BI, Tableau, or ServiceNow reporting.
• Strong prioritization, time management, and problem-solving skills with high energy in dynamic 24x7 operational environments.
• Excellent interpersonal and collaboration skills with a strong team-player mindset.
• Experience with incident tracking, change management, and ticketing tools (e.g., ServiceNow, JIRA).
• Proactive in knowledge sharing and documentation with peer support members and cross-functional engineering teams.
• Ability to plan, organize, and prioritize individual and shift-level operational workloads.
• Ability to communicate effectively and appropriately to technical and non-technical stakeholders across regions.

 

Education:

• Bachelor’s/University degree or equivalent experience

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Job Family Group:

Technology

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Job Family:

Applications Support

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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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.

 

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