Applications Support Analyst

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Job Overview

Job Summary

The Applications Support Analyst (C10) is an intermediate-level individual contributor responsible for managing production and continuity of business (COB) deployments, release execution, day-to-day technical support, and operational maintenance across enterprise application suites. Applies standard technical and operational procedures to execute automated and manual releases (via tools such as Harness and uDeploy/IBM UrbanCode Deploy), validate Change Tasks (CTASKs), and troubleshoot production issues in a timely manner. Works collaboratively within a 24x7 operational support model, executing routine health checks, participating in Release on Demand (ROD) cycles, conducting incident triage, and escalating complex issues appropriately. Strong release management fundamentals, analytical capabilities, and communication skills are required.

Key Responsibilities

• Release Management & CTASK Execution: Executes and owns production and COB release implementations against scheduled Change Tasks (CTASKs), ensuring strict adherence to enterprise Change Management governance, approval gates, and deployment windows.
• Deployment Automation & Tooling: Drives both Release on Demand (ROD) and planned/manual deployments utilizing continuous delivery and orchestration tools such as Harness, uDeploy (IBM UrbanCode Deploy), Bitbucket/Git, and associated CI/CD pipeline frameworks.
• Environment & Post-Deployment Validation: Coordinates and executes comprehensive pre-deployment health verifications, rollback procedures when necessary, and post-implementation checkouts across Production (PROD) and Continuity of Business (COB) disaster recovery environments.
• Operational Shift Support: Operates as a technical support practitioner within a 24x7 rotational shift environment, ensuring continuous system availability and structured shift handovers.
• Incident & Problem Resolution: Triages, investigates, and troubleshoots incoming application incidents and user queries, adhering to established Service Level Agreements (SLAs) and escalating severe issues promptly.
• Monitoring & Health Checks: Executes start-of-day checks, intra-day health monitoring, and system checkout procedures to proactively identify performance degradations, data discrepancies, or infrastructure failures.
• Stakeholder Collaboration: Serves as a primary liaison between business users, Release Management, Application Development (AD), and Infrastructure teams during deployment windows and incident resolution.
• Runbook & SOP Maintenance: Maintains, updates, and executes standard operating procedures (SOPs), deployment runbooks, and batch schedule configurations to ensure consistent operational execution.
• Problem Management & RCA: Participates in root cause analysis (RCA) investigations following production incidents or release failures to identify preventative controls and improve deployment reliability.
• Continuous Improvement: Identifies opportunities to streamline release workflows, eliminate manual deployment steps, and automate repetitive operational tasks.
• Risk & Control Compliance: 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 & Skills

• Experience: 3–6 years of relevant experience in Application Support, Production Support, or Environment/Release Operations within financial services or enterprise technology domains.
• Release & Deployment Expertise: Proven hands-on experience executing CTASKs, managing release cycles (scheduled and Release on Demand / ROD), and deploying artifacts across PROD and COB/DR environments.
• Deployment & CI/CD Tools: Working proficiency with enterprise deployment and orchestration tools such as Harness, uDeploy (IBM UrbanCode Deploy), Jenkins, Tekton, Git/Bitbucket, and Artifactory.
• Change & Incident Management: Solid understanding of ITIL frameworks, specifically Change Management (ServiceNow CTASK lifecycle, standard/normal/emergency changes), Incident Management, and Problem Management.
• Monitoring & Observability: Hands-on experience with real-time monitoring and observability tools such as ITRS Geneos, Splunk, AppDynamics, Dynatrace, or equivalent enterprise monitoring platforms.
• Technical Competencies: Strong foundational knowledge of Linux/Unix operating systems, shell scripting, SQL/relational database queries, and enterprise job scheduling tools (e.g., Autosys, Control-M).
• Communication & Stakeholder Management: Excellent verbal and written communication skills with the ability to provide structured deployment updates and incident summaries to both technical and non-technical stakeholders.
• Shift & On-Call Flexibility: Willingness and flexibility to work in a 24x7 rotational shift pattern, including scheduled weekend/overnight release windows and COB testing exercises.

Education:

Bachelor’s degree in computer science, Information Technology, Engineering, or related technical discipline (or equivalent practical 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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