Application Support Technology Lead Analyst

Citi Overview:

Citi, the world leading global bank, has approximately 200 million customer accounts and a presence in more than 160 countries and jurisdictions worldwide. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Citi enables clients to achieve their strategic financial objectives by providing them with cutting-edge ideas, best-in-class products and solutions, and unparalleled access to capital and liquidity.

Role Overview:

The Margin and Monet application support group provides technical and business support for Citi’s Primary Margin Calculation platform.

The Margin and Monet suite of applications are business critical, providing margin calculation and maintenance for Trading, Sales, Middle Office and Operations, encompassing Rates, FX, Credit Derivatives trade and risk flows, Cash Bond / Swaps trading and Mortgage-Backed Securities.

Are you a highly motivated individual looking for a new challenge? We have an opportunity for a Application Support Technical Lead Analyst within our Margin Production Support team. This role has some user facing and interaction with Margin Operational and Cross Product Margining trading desk.

The Margin Application Support Tech Lead Analyst; contributes to standards around which others will operate. Requires developed communication and diplomacy skills to influence and convince others, in particular colleagues in other areas and operational clients. Has responsibility for volume, quality, timeliness, and delivery of end results of an area. Involved in short-term planning resource planning. Partial management responsibility of a team, which may include management of people, their workload and rosters, performance evaluation and hiring.

In this role, you will liaise closely with your colleagues in America, Pune, Sydney , Canada, Belfast, and London to ensure 24 x 5 coverage of the application. Flexibility in working hours required to cover business start-up and close, and any additional demands of the business. You will be expected to cover occasional weekend coverage on a rotational basis to support release cycles and participate in disaster recovery testing.

Functional Responsibilities:

• Provide user support for critical risk, Margin and Monet  platforms.

• Support all aspects of  Margin trade flows including SOD/ EOD/ Intraday risk and regulatory reporting.

• Start of day checks, continuous monitoring of application and underlying infrastructure and regional handover at end of day.

• You will be expected to raise problems to appropriate technology and business teams, while adhering to Service Level Agreements.

• Act as a liaison between users/traders, interfacing internal technology groups and vendors, as well as being a liaise with developers and other technical support services (i.e. Unix SA’s, Market Data Teams)

• Ensure high application availability by performing system health checks and preventative maintenance tasks.

• Ensure all productions issues are logged and updated as per the Support team policies and procedures.

• Participate in application releases, from development, testing and deployment into production.

• Diagnosis and resolution of users issues and escalation of problems using the problem management tools

• Collaboration with Development colleagues to prioritize bug fixes and support tooling requirements.

• Develop and maintain technical support documentation.

• Effectively share information with other support team members and with other technology teams. ​

• Provide hands-on application support, which involves weekend coverage on a rotational basis and manage technical leadership of Mississauga  support team in Margin, their workload, and rosters.

• Provides technical oversight across systems and applications, leverage skills across multiple apps support areas.

• Provide guidance on feedback reviews with development managers, ensuring outstanding issues are tracked to closure, particularly long-term strategic fixes.

• Performs controlled resolution of incidents and problems including prioritization and escalation to relevant groups when appropriate, root cause analysis of all problems with follow-through to resolution.

• Consults with the primary clients of the application in conjunction with development managers in order to understand the strategic objectives of users.

• Requires awareness of audit and compliance related issues.

• Contributes to formulation of strategies for apps support and other functional areas.

• Champion stability initiatives to enable application high availability for Business-As-Usual which includes better monitoring, failover and resiliency.

• Ability to handle incidents, problems and change at a global enterprise level. Calm and analytical when faced with major incidents on critical systems.

• Manages customer satisfaction requirements of operational procedures to achieve a suitable outcome for all stakeholders.

• Exhibits sound and comprehensive communication and diplomacy skills to exchange complex information with inherent confidence with operations and technology partners on a regional or global basis.

• Performs other duties and functions as assigned.

• 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 behaviour, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Technical Skills:

• General understanding of financial markets and products, in particular Cross Product Margin and margining. Across various assets and trade types.

• Requires Hands-on experience of supporting production applications.

• Extensive years’ experience in an Apps Support role would be an added advantage, but not essential.

• Working knowledge of SQL. (Able to build ad hoc SQL queries)

• Working knowledge of UNIX (Solaris/Linux)

• Strong analytical skills and attention to detail

• Positive attitude and keen to learn.

• Good communication and interpersonal skills.

• Ability to work under stress and time constraints.

• Experience with real-time monitoring systems such as ITRS Net agent

• Experience with Messaging Technologies (TIBCO EMS a plus)

• Job scheduling tool such as Autosys.

• Issue tracking and reporting using tools such as ServiceNow

• Knowledge/ experience of problem Management Tools.

• Good all-round PC skills. (I.e. Windows OS / Networks / General Hardware

• Some knowledge of Python, MongoDB preferred.

• Working ability to understand and analyses coding languages

Competencies:

• Ability to communicate well verbally and written at all levels

• Strong organizational skills

• Self-motivated and dedicated

• Ability to work in a team environment

• Ability to learn new skills quickly with little supervision

• Demonstrated leadership, interpersonal skills and relationship building skills

• 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

• Effectively share information with other support team members and with other technology teams

• Ability to plan and organize workload for themselves and for the team

• Consistently demonstrates clear and concise written and verbal communication skills

• Ability to communicate appropriately to relevant stakeholders

Education:

• Bachelor’s/University degree, Master’s degree preferred

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Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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