Job Description
The Apps Support Intmd Analyst is a seasoned professional role. Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and workflow for the area or function. The Applications Support group is responsible for the production environment for a wide range of applications used by Finance, Risk, Compliance and Human Resources functions within the company. The team provides Level 2 technical support to internal end-users and monitors the health of system’s processing across Citi’s proprietary applications and tools.
Given Citi’s global presence, the successful candidate will support global and/or regional applications to ensure seamless 24 x 7 support working closely with counterparts globally in a follow-the-sun model, along with application development teams, technology infrastructure teams, project teams and the internal Finance, Compliance, and/or HR business lines. The position requires good analytical skills 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.
Responsibilities:
- We are searching for a highly motivated and enthusiastic person who will provide front line support Citi’s proprietary technologies. The role will entail hands-on investigation and issue resolution, incident management and being passionate about taking part in initiatives to improve the production platform
- Supports applications and their operating environments, focusing on stability and functionality against service level expectations.
- Champion stability initiatives to enable application high availability for Business-As-Usual which includes better monitoring, failover, and resiliency
- Performs controlled resolution of incidents and problems including prioritization and escalation to relevant groups when appropriate, root cause analysis of all problems with follow-through to resolution.
- Assess risk and impact of production issues and escalate to business and technology management in a timely manner.
- Partners with appropriate development and production support areas to prioritize bug fixes and support tooling requirements.
- Communicate effectively with operations, technology, and business partners on a regional or global basis.
- Develop a comprehensive understanding of how areas of apps support collectively integrate to contribute to achieving business goals.
- Interact with software vendors to provide best solutions to business problems.
- Participates in disaster recovery testing
- Participate in application releases, testing and deployment into production if required.
- Perform post release checkouts after application releases and infrastructure updates.
- Develop and maintain technical support documentation.
- Performs other duties and functions as assigned.
- Appropriately assess risk when business decisions are made, demonstrating 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.
Qualifications:
- 4+ years of experience in System Analysis, Applications Support roles, Level 2 support.
- Working experience with Unix or Linux environment. Experience handling ETL jobs with sound expertise in UNIX to identify issues at data level and trace file transfers from one system to another.
- Working experience supporting relational databases - Oracle, Microsoft SQL. Should have good expertise in database level analysis to trace issues to closure. Also, should have extensive experience in writing complex and efficient SQL DML statements.
- Experience in Incident, Problem Management: Incident tracking & reporting. Managing ticketed query system. ServiceNow knowledge is a plus (ITIL)
- Knowledge of scheduling tools (such as Autosys)
- Knowledge on data analysis and reporting tools is a plus
- Effective written and verbal communications including ability to explain technical issues in simple terms that non-IT staff can understand.
- Has the ability to operate with a limited level of direct supervision. Shift - 16/7, rotational weekend working (alternate week),
Education:
- Bachelor's Degree in Comp science, IT, or other engineering disciplines. Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and work 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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