Applications Support Senior Analyst

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Job Overview

The Apps Support Sr Analyst is a seasoned professional role. Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and work-flow for the area or function. Integrates subject matter and industry expertise within a defined area. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the function and overall business. Evaluates moderately complex and variable issues with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information. Requires good analytical skills in order 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. Significant impact in terms of project size, geography, etc. by influencing decisions through advice, counsel and/or facilitating services to others in area of specialization. Work and performance of all teams in the area are directly affected by the performance of the individual.

Responsibilities:

• The Application Support Senior Analyst provides technical and business support for users of Citi Applcations. This includes providing quick resolutions to app issues, driving stability, efficiency and effectiveness improvements to help us and the business succeed.
• Maintains application systems that have completed the development stage and are running in the daily operations of the firm.
• Manages, maintains and supports applications and their operating environments, focusing on stability, quality and functionality against service level expectations.
• Start of day checks, continuous monitoring, and regional handover.
• Perform same day risk reconciliations
• Develop and maintain technical support documentation.
• Identifies ways to maximize the potential of the applications used
• Assess risk and impact of production issues and escalate to business and technology management in a timely manner.
• Ensures that storage and archiving procedures are in place and functioning correctly
• Formulates and defines scope and objectives for complex application enhancements and problem resolution
• Reviews and develops application contingency planning to ensure availability to users.
• Partners with appropriate development and production support areas to prioritize bug fixes and support tooling requirements.
• Participate in application releases, from development, testing and deployment into production.
• Engages in post implementation analysis to ensure successful system design and functionality.
• Considers implications of the application of technology to the current environment. Identifies risks, vulnerabilities and security issues; communicates impact.
• Ensures essential procedures are followed and helps to define operating standards and processes.
• Act as a liaison between users/traders, interfacing internal technology groups and vendors.
• Expected to be able to raise problems to appropriate technology and business teams, while adhering to Service Level Agreements.
• Acts as advisor or coach to new or lower level analysts.
• Provides evaluative judgment based on analysis of factual information in complicated and unique situations.
• Directly impacts the business by ensuring the quality of work provided by self and others; impacts own team and closely related work teams.
• Exhibits sound and comprehensive communication and diplomacy skills to exchange complex information.
• Active involvement in and ownership of Support Project items, covering Stability, Efficiency, and Effectiveness initiatives.
• Performs other duties and functions as assigned.
• Has the ability to operate with a limited level of direct supervision.
• Can exercise independence of judgement and autonomy.
• Acts as SME to senior stakeholders and /or other team members.
• Appropriately assess risk when business decisions are made, 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 escalating, managing and reporting control issues with transparency.

Qualifications:

• 7+ years of experience
• Hadoop, Linux and Unix knowledge is must have.
• Ability to work in an Offshore/Onsite support model.
• High attention to detail.
• Ability to develop collaborative relationships and communicate to management in a clear, concise manner.
• Maintain high standards despite pressing deadlines.
• Solve problems quickly and efficiently.
• Ability to step back and understand the context of problems before applying analytical skills to address the issues.
• Strong knowledge of general business, corporate and government cultures.
• Ability to handle highly sensitive, confidential, and non-routine information.
• Self-starter with excellent anticipation skills; problem solving; follow up.
• Demonstrated dependability and sense of urgency about getting results.
• Demonstrates high degree of integrity and confidentiality.
• Strong organizational skills.
• Comfortable working in a sometimes hectic, high stress environment.
• Ability to work well under pressure, adapt to unexpected events, prioritize and multi-task in a deadline driven environment.
• Should be able to prioritize a variety of time-sensitive tasks.
• Have excellent judgment, independent thinker and inventive.
• Teammate with a positive attitude.
• High degree of integrity, professionalism, diplomacy, and discretion required

Preferred Experience

Experience in Technical Production Support roles preferably within a large scale, global financial services organization.

Experience as a member of a Production Support group in a high availability / critical environment.

Experience in providing communications across business and technology partners at varying levels, across a medium to large scale enterprise.

Lead and participate in the incident response lifecycle, including detection, triage, mitigation, resolution, and post-incident analysis. Drive efforts to reduce Mean Time To Recovery (MTTR).

Implement and enhance comprehensive monitoring, logging, and alerting solutions to provide deep insights into system health and performance. Define and track Service Level Indicators (SLIs) and Service Level Objectives (SLOs).

Evaluates moderately complex and variable issues with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information.

Ensure compliance with SRE best practices.

Timely and effectively escalate complex or unresolved issues to Level 2 SREs, development teams, or other specialized support groups, providing comprehensive handover information.

Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and workflow for the area or function.

Implement and enforce robust change management processes to minimize risks associated with system modifications and deployments.

Production support experience in specific wealth management application domains is highly desired.

Working with various interfacing teams across multiple locations and time-zones.

Work closely with development teams, product managers, and other stakeholders to ensure operational requirements are met throughout the application lifecycle. Communicate technical information clearly to diverse audiences.

Supporting multiple applications, establishing ITIL standard methodologies, processes, and procedures.

Executing effective support and process models.

Ability to Analyse and Correct Data.

 Ensure systems adhere to security best practices, compliance regulations, and internal policies.

Participate in on-call rotations to provide 24/7 support for critical systems and respond to production incidents.

Experience in Incident, Problem Management: Incident tracking & reporting; Problem tracking & reporting until resolution to ensure reduction of production Incidents.

Experience in setting up and working with Diagnostics and Analytical tools like HP Diagnostics, ITRS etc. that improves efficiency. Automated Deployment tools like uDeploy etc.

Experience in change and Release Management: Ensure timely Review and Sign off on all application related changes, Ensure proper deployment within the timeline and post implementation Application Availability.

Leading the COB test of in house applications and Vendor Applications involving multiple data centers, partners, locations and time zones.

Experience in dealing with Vendor Application Teams: Co-ordinate with Vendor Support teams on Vendor Application issues & Version upgrades.

Ability to drive solutions with effective communication, provide directions to the team during day-to-day production support matters & foresee application risks

Experience in aspects of production monitoring capabilities to catch & dispatch production issues and liaise with business or technology stakeholders for end-to-end support & recovery

Influential skills to attain platform stability in partnership with cross functional teams like, infrastructure, platform support and application development to get solutions implemented

Supervise production team members and evaluate performance, effectiveness, quality of deliverables, TAT, workload, prioritization of work

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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