Applications Support Senior Analyst Assistant Vice President

The Applications Support Senior Analyst within Fixed Income Financial & Securitization (F&S) organization will be responsible for production support of multiple applications used across Fixed Income F&S business at Citi. An exciting position in Production Support team within Fixed Income F&S Production Support in Mississauga, Canada. The team manages the day‑to‑day availability of the various FI F&S applications to ensure issues or status updates are accurately communicated to business users and also works on various project tasks with objectives to improve stability, efficiency and effectiveness of our production systems. The team has ownership for the production stability and operation of these systems to internal users and Citi’s external clients.

The candidate will work closely with colleagues in Mississauga, New York, London, Belfast, Singapore, Sydney, Hong Kong to ensure seamless 24 x 7 supports of applications for Fixed Income businesses. Perform incident and problem management on resolution, root cause analysis, escalation and prioritization to ensure process completion to service level agreements. Liaise with users and all other technology groups. Ensure the stability of applications by proactively seeking ways of improving stability by driving key initiatives like capacity planning, resiliency/failover projects and monitoring enhancement via SRE and JIRA projects. Provide ideas and conduct efficiency and effectiveness improvements in applications and support processes. Streamline process and automate repetitive tasks to reduce manual work. Perform Change Management, application deployment activities in the production environment. Participate and provide support in onboarding of new application components.

The Applications Support Senior 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.

Responsibilities

• Provide L2 support for mission‑critical F&S applications within Fixed Income Technology, including quick resolutions to app issues and driving stability, efficiency and effectiveness improvements.

• Work closely with the development, QA and business teams to determine strategy & priorities and to ensure that the team is meeting the business’ requirements, delivering on these priorities and communicating progress effectively to all stakeholders.

• Work on technical solutions to streamline, automate existing processes and provide smart monitoring solutions.

• Provide technical application support and monitoring of the applications and technical platform, answering queries via phone, e‑mail and other communication mediums.

• Understand application processes and database schema as an expert; typically not expected to read and understand application code.

• Perform appropriate problem‑solving tasks before passing to another team with a previously agreed format, logs, etc.

• When dealing with major issues, make key technical recommendations based on knowledge of the systems and process flows.

• Follow through to ensure each problem is resolved according to SLA and effectively communicate issues and status updates with business support, regional colleagues and development teams.

• Create and maintain a knowledge base to ensure knowledge transfer within the team, liaising with business support teams and application development groups.

Qualifications

• 5-8 years’ experience in an Application Support role.
• Experience installing, configuring or supporting business applications.
• Experience with relevant technologies such as Python, Shell, Linux, SQL, ECS; willingness/ability to learn.
• Advanced execution capabilities and ability to adjust quickly to changes and re‑prioritization.
• Effective written and verbal communication skills, including ability to explain technical issues in simple terms for non‑IT staff.
• Demonstrated analytical skills.
• Issue tracking and reporting experience using tools.
• Knowledge/experience of problem management tools.
• All‑round technical skills.
• Ability to share information with other support team members and other technology teams.
• Ability to plan and organize workload.
• Consistent clear and concise written and verbal communication.
• Ability to communicate appropriately to relevant stakeholders.

Education

• Bachelor’s/University degree or equivalent experience.

This job opening is for an existing job vacancy.

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review, please contact Accessibility at Citi.

View Citi’s EEO Policy Statement and the Know Your Rights poster.

#J-18808-Ljbffr