Customer Data Application Support Lead

The Application Support Lead is responsible for overseeing the day-to-day operations of the customer data management application support team and ensure the stability, availability, and performance of business-critical services. This role involves troubleshooting, overseeing daily support operations, managing escalations, driving process improvements, and collaborating with business and internal stakeholders to support the organization goals.

Responsibilities:

• Provide hands-on Level 3 support for customer data application, troubleshoot technical and functional issues.

• Hands on experience with Java, Spring boot micro services, ETL Abinitio, Oracle database, Openshift, CICD deployments, Bitbucket repository.

• Troubleshooting skills in resolving complex issues, performing root cause analysis and documentation.

• Engage directly in diagnosing technical and functional production issues in a timely manner to provide root cause analysis and solutions to prevent future issues.

• Write strong SQL queries/scripts on Oracle database for data analysis and problem resolution.

• Collaborate with consuming application and business users to understand application-related issues and requirements.

• Collaborate with cross-functional teams to identify and resolve production issues.

• Monitor and Manage Inbound and Outbound feed SLA breaches.

• Create and maintain documentation related to production process, procedures, issues, and resolutions to improve application support.

• Execute the application support strategy aligned with business objectives.

• Lead and mentor application support teams ensuring high performance and efficiency.

• Coordinate with development and release management teams to ensure smooth deployment of sprint releases with minimal business interruptions.

• Coordinate with SA and EAP teams on the System updates, green zones, and COB activities.

• Provide daily, weekly, and monthly reports on system performance and issue status to senior management.

• Participate in on-call rotation and respond to production issues after business hours.

• Identify opportunities for process improvements and propose solutions with cost and benefit analysis.

• Coordinate with development managers, ensuring the outstanding issues are tracked to closure, particularly long-term strategic fixes.

• Should be adaptive in learning new technologies as per organization needs.

Qualifications:

• 6+ years' experience in an Applications Support role

• Highly assertive communications skills, commanding personality. Ability to engage a large audience and lead the discussion with clear, articulate, and highly assertive communication. Must show confidence in all communications.

• Strong firsthand experience with Enterprise level applications and the workflows.

• Understanding of financial domain (in the areas of Credit Cards, Retail Banking, Retail Services, Mortgage and Brokerage) is an added advantage.

• Consistently demonstrates clear and concise written and verbal communication skills.

• Ability to communicate appropriately to relevant stakeholders.

• Highly proficient in creating and debugging complex SQL queries for data analysis and troubleshooting.

• Experience with Big Data technologies, including Hadoop, Hive, Impala, and Spark is an added advantage.

• Experience in developing and optimizing Unix shell scripts for automation and issue resolution.

• Manage job orchestration using tools like Autosys and other schedulers.

• Experience with ITIL practices and ticketing systems like Service Now and Jira

• Experience with OpenShift for containerized workloads is a plus.

Education:

• Bachelor’s/University degree or equivalent experience, Masters degree preferred

This job description provides a high-level review of the types of work performed.  Other job-related duties may be assigned as required.

------------------------------------------------------

Job Family Group:

------------------------------------------------------

Job Family:

------------------------------------------------------

Time Type:

------------------------------------------------------

Primary Location:

------------------------------------------------------

Primary Location Full Time Salary Range:

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

------------------------------------------------------

Anticipated Posting Close Date:

------------------------------------------------------

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their 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 Accessibility at Citi.

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