Application Support Senior Analyst

About the Team: SMBF Production Management

Our Production Management team provides critical business and technical support to the Security Markets, Banking and Functions (SMBF); working collaboratively to ensure that our platforms and services operate for our clients, whenever they need them. We act as highly skilled and valued partners to our businesses.

Working as part of our Production Management team, you will help deliver a world class client service and experience, by applying engineering, innovation, learning and risk management across our systems and user environments. We interact with a diverse range of people each day, collaborating to solve problems as well as to anticipate and remove them before they occur.

Citi’s distinct global network of people, data and relationships creates a mindset that allows us to identify opportunities, manage risks and connect dots for our clients in ways that others cannot. Our people really do make all the difference in our success. We’re a forward-thinking team. We’re looking for ambitious, capable professionals who thrive on collaboration and want to improve how things are done. In return, we offer rewarding work in a supportive environment, clear opportunities for progression and exciting company benefits.

Role and Position Overview

Citi Wholesale Lending is embarking on a multi-year technology initiative to upgrade our core accounting and servicing application for its Agency, Non-Agency and Bi-lateral businesses globally in order to support growth and strategic objectives including reduction in manual efforts leading to risk mitigation within the environment. The technology stack transformation will include migrating to the Loan IQ platform and exiting current products that support the businesses. A full-service Lending Production Support team will be critical in the transformation programs success.

This is an excellent opportunity for someone passionate about technology, but who possesses knowledge of the LoanIQ product.

Working as an Apps Sup Senior Analyst, you will play an integral role in running and maintaining the production environment for Lending Applications. The role sits within the Data Engineering Production Management team, which aims to be the best for our clients by creating a Service-Centric organization focused on digitizing SMBF’s products/services, driving out manual work and delivering world-class Client experience and enabling growth via scalability. If you can demonstrate an appetite to learn technical concepts, have strong problem-solving skills and an ability to build excellent working relationships then we want to hear from you!

You will be working closely with colleagues in India and The U.S. to ensure perfect 24/7 support of our enterprise critical applications. In addition, you will also partner with Level 1 Support teams, Application Technology Development teams, Infrastructure teams and the Business Product owners.

Responsibilities:

• Provide technical and business support for users of Citi. This includes providing quick resolutions to application issues, driving stability, efficiency, and effectiveness improvements to help the department and overall business succeed.

• Maintain Production environments with highest levels observability, resiliency, and recoverability.

• Partner with other regional teams for providing a stable Production Support coverage to Business.

• Manage, maintain, and support applications and their operating environments. This includes focusing on stability, quality, and functionality in line with service level expectations.

• Perform 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.

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

• Ensure Incident & Problem management procedures are diligently followed for the Production Management service.

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

• Implement and drive automations focused on productivity improvements and toil reduction

• Exhibit 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.

• Assess risk and impact of production issues, escalating to the business and technology management in a timely and appropriate manner.

Functional Knowledge and Technical Experience

• 5-7 years’ experience in an Apps Support role is essential

• Experience supporting LoanIQ or Oracle Product Processors is preferrable

• Good Unix/Linux and Shell scripting skills

• Good Experience with Monitoring tools such as ITRS Geneos, AppDynamics

• Good Experience with Log Aggregation tools such as ELK, Splunk, Grafana (GEM).

• Consistently demonstrates clear and concise written and verbal communication skills

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

• Good knowledge of SQL (Oracle dialect is preferable)

• Experience with REST, JMS, Spring Boot, Tomcat and JSON and XML processing

• Experience in Apache Spark, Hive, Starburst

• Experience with Middleware solutions such as Kafka

• Experience with Java or other programming languages and a willingness to learn new technologies

Education:

• Bachelor’s/University degree or equivalent experience

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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.

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