Application Support Intermediate Analyst

The Applications Support Intermediate 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.

Objectives of this Role:
Champion stability initiatives to enable high availability and resilience for our API applications, including enhancing monitoring, failover mechanisms, and overall system health.
Exhibit calm and analytical leadership when faced with major incidents on critical API systems, ensuring effective incident, problem, and change management at a global enterprise level.
Lead the proactive monitoring and management of production API environments, taking a holistic view of system health and performance.
Drive the definition, analysis, and reporting of SLIs and SLOs for all supported APIs and clients, ensuring clear performance benchmarks.
Contribute to the development and implementation of tools and systems designed to enhance API operational management and the client experience.
Measure and optimize API system performance, always pushing capabilities forward, anticipating customer needs, and innovating for continuous improvement.
Provide leadership and expert operational support for critical, large-scale distributed API ecosystems.

Daily and Monthly Responsibilities:
Lead the gathering and analysis of performance metrics from API platforms and underlying infrastructure to assist in performance tuning, fault finding, and capacity planning.
Partner closely with API development teams to improve services through rigorous operational feedback loops, testing, and release procedures.
Drive the creation of sustainable API operational systems and services through automation and continuous uplifts, including developing, testing, and debugging automated tasks.
Conduct thorough post-incident reviews for API-related issues, identifying opportunities for automation and proactive monitoring to prevent recurrence.
Actively participate in and lead high-priority API production support activities, ensuring swift resolution and clear communication.

Essential Qualifications:
Extensive experience supporting Java and J2EE based applications and tooling.
Deep technical knowledge and hands-on experience supporting and troubleshooting environments including AWS, ECS, Oracle DB, and Mongo DB.
A strong understanding and practical application of SRE concepts, particularly in defining and measuring SLIs, SLOs and Error Budgets.
Demonstrated experience in building and utilizing comprehensive monitoring solutions such as AppDynamics, Splunk, Kibana to proactively alert on production API-related issues and ensure system health.
Mandatory: In-depth knowledge and hands-on experience with API Gateway technologies, specifically APIGEE, and CDN solutions like Akamai.
Proven ability to proactively identify and address problems, areas for improvement, and performance bottlenecks within complex API ecosystems using software-based solutions.
Strong coding experience beyond simple scripts, preferably in Java or Python, for automation and internal tool development.

Additionally Preferred Qualifications:
Prior experience or awareness of agentic or AI-based solutioning within the API Support domain, particularly for proactive issue detection and resolution.
Exposure to ITRS monitoring tools and experience in configuring ITRS gateways.
Effective in supporting Payments applications, preferably in corporate banking environments.
Strong knowledge of ITIL practices in Incident, Release, Change, and Problem management.
Bachelor’s/University degree in Computer Science, Engineering, or a related field; Master’s degree preferred.

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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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Primary Location Full Time Salary Range:

$79, - $110,

Salary shown is for full-time positions and will be prorated for part-time hires based on number of hours worked.

The hourly rate corresponding to the annual range is:

$ - $

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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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Automated Processing and AI

We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.

Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.

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