Job Type: Full time
Job Description Summary: We are looking for experienced Production Support specialists and leads to provide Application Support within our Risk portfolio. The role is responsible for ensuring 24x7 availability of some of our most business critical applications that require additional focus and problem solving. The candidates should have an in-depth knowledge of information systems development and their applicability in solving complex business problems and with a solid technical background, exceptional customer service skills, ability to interact with multiple technology groups and a passion for success. As an Application support specialist and lead you will help solve complex issues and work with large teams of professionals located globally, providing technical support to our clients to support critical business operations within Credit Risk/ACE and Regulatory Reporting.Job Description: Application Support Senior Analyst will provide full ownership of application. Provides operational/service support as a team member. Applies in-depth disciplinary knowledge through provision of value-added perspectives or advisory services. May contribute to the development of new techniques, models and plans within area of expertise. Strong communication and diplomacy skills are required. Has some experience in Risk Management and Reporting vertical with specific experience in Credit Risk, Analytical Calculation Engine, Regulatory Risk and Audit and can apply these skills to provide SME support to both technology and business partners in the perspective of supporting the IT applications.Responsibilities:The Application Support Senior Analyst provides technical and business support for users of Citi Applications. This includes providing quick resolutions to app issues, driving stability, efficiency and effectiveness improvements to help us and the business succeed.Production Services is responsible for Managing, maintaining and supporting technology platform and their operating environments, focusing on stability, quality and functionality against service level expectations.Develop and maintain a level of application expertise within the level 1/level 2/level 3 Controls and Surveillance platform.Work activities specific to Production Services roles include Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management, etc.As Subject Matter Expert (SME), provide expert level advice and be able to perform specialized tasks around and within the application.Go beyond a support role and develop, maintain and enhance advanced monitoring solutions with a variety of tools and scripting techniques to facilitate better working practices and reporting.Reviews and develop technical Implementation Plan based on development release runbook; Implement technical and functional solutions as provided by the application development team.Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures.Active involvement in and ownership of technical support documentation like runbook, issue matrix, workflow diagram, data lineage documents, that can be used for audit requirements.Capture, prioritize, diagnose, and resolve production incidents according to agreed Key Operating ProceduresEnsure that defined Production Management service operations and support processes are adhered to by the team and make improvement recommendations where appropriateManage the end-to-end application support process and escalation procedures, and become fully conversant with all support tools that will be used to provide effective support in the relevant area (such as service operations).The Production Services Lead identifies possible production failure scenarios, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams.Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Services.Oversee the resolution of complex incidents, ensuring the right problem-solving techniques and processes are appliedKeeps excellent business stakeholder relationships and assist in defining and managing Operational Level Agreements (OLAs) with Global Business stakeholdersTakes ownership of escalations and perform trouble shooting, analysis, research and resolution using advanced query and programming skills.Performs analytical, technical, and administrative work in planning, installing, designing and supporting new and existing equipment and software under moderate supervision.Performs Data analysis or data investigations to support data enquiries from end users and assist them with most effective way.Resolves complex issues and Perform same day risk reconciliation.Consults with end users to determine optimal configuration of equipment and applications.Responsible for working on problems of minimal-moderate scope where analysis of situation or data requires a review of identifiable factors.Exercises judgment within defined procedures and practices to determine appropriate action.Should have increased awareness and exposure to basic technical principles, concepts and techniques.Initiates and provides leadership, strategic/tactical direction and planning input on all information technology and client/business area issues and in the development of an technology environment which meets current and anticipated business requirements and objectives.Participates with management in the development of technology products, service standards and development efforts that impact the client/business area.Serves as an escalation point between the client/business area and internal management for the resolution of moderately complex unresolved problems, complaints and service requests.Explore with Citi Approved technology products and service alternatives that improve the production services environment.Formulates and defines scope and objectives for complex application enhancements and problem resolutionReviews and develops application contingency planning to ensure availability to users.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.Coordinate Disaster Recovery Scenario’s by conducting Full Volume Test / Invoking Contingency Platform.   Employees in this job code manage a function but do not manage people. May provide coaching and mentoring to team members but does not directly manage other employees.To qualify for the role you must haveA Bachelor's degree (computer science, engineering, or related field) and minimum of 12+ years of related work experience in an Information Technology role in financial sector specially Risk & Markets, ORA Master’s degree (computer science, engineering, or related field) and minimum of 10+ years of related work experience in financial services sector specially Risk & MarketsEnterprise IT implementation experience leveraging Agile and/or Waterfall methodologiesHands-on experience in multiple phases of the software development life cycle (SDLC), including requirements definition, controls implementation, and testingClear understanding and prior experience on Credit risk technology solutions - Technology solutions to complex credit risk, capital issues and regulatory mandates including but not limited to credit origination and approval, portfolio management, rating systems, Basel, CCAR Banking Book, IFRS 9, CECL, and SCCL.Basic understanding and prior experience on Trading and market risk technology solutions - Streamlining trading technology environments and implementing flexible and reliable risk platforms . VAR Platform Strategy, Stress Testing analytics, and Regulatory mandates including but not limited to FRTB and CCAR Trading Book.Core Technical Competencies Required:Excellent Knowledge of infrastructure systems, platforms, databases & middleware.Strong background in working with Operating systems - UNIX, Linux, WintelExcellent ability with Scripting Techniques – Shell Scripting , Perl ScriptingExposure to OOPS based programming language - preferably JavaUnderstanding of application framework and inversion of control container for the Java platform – Spring FrameworkUnderstanding on build automation tools – Apache Maven , JenkinsPrior Experience with IDEs such as – Spring Tools Suite, Eclipse, IntelliJ IDEAExperience with Database technologies across -  Oracle, Sybase, MongoDBAbility to write SQL / PL-SQL scriptsExperience with Pub/Sub messaging - IBM MQ, Kafka, Tibco EMS, Distributed Event ProcessingHands on experience with Job Scheduler – Quartz , AutosysUnderstanding on cloud technologies - RedHat OpenShift platformExperience with industry standard monitoring  tools – ITRS Genos, App Dynamics, Kibana, Splunk, Dynatrace etc.Add on Competencies that would be a big advantage:Working Knowledge in DevOps pipeline tools – Jira, Bitbucket, Jenkins, RLM, Sonar, Service Now, etc.Understanding in Credit Risk Management / Reporting.Working Knowledge with SOAP/Rest web services and/or Open APIs.Working Knowledge with multi cloud technologies, (IaaS, PaaS).Experience with Python and Ansible automation, and experience supporting complex application and infrastructure domains.Log level and code level analysis/debugging for PROD issues.Other desired Traits:Experience with Service Operations within a global financial organization and IT in large corporate environments (specifically controlled production environments and Financial Services Technology within a client-facing functionStakeholder management experience and the ability to build relationships and form partnership with the users when dealing with production issues and providing the support service to the user base.Customer focus / Client service orientation: An underlying desire to service clients and a motivation to ensure that business needs are met.Proficiency with ITIL (Information Technology Infrastructure Library) and best practice service context within a real time distributed environment.Experience with end-to-end Level 2 management, and good overview of Production and Operations Management.Strong investigative approach to issues in order to perform root cause analysis.Desire to learn new applications, tools and technology.Ability to work with remote teams across geographies and organization lines.Must display knowledge and experience in problem and conflict management.Dedicated in process improvements and tool improvements to make the entire project execution more efficient and simplified.Strong mindset and approach to risk management.Ability to work with stakeholders in business and technology groups who are based in various locations as required.Strong team player and able to motivate team to respond to multiple demands.Able to manage changing priorities and meet challenging timelines.Collaborative and adaptive, with strong interpersonal and articulation skills (verbal and written communication).Ability to communicate appropriately to relevant stakeholders.Ability to own delivery responsibilities end to end and be accountable for driving results for the team.Strong team orientation and commitment to overall team success; willing to go above and beyond to ensure team success; intense customer focus and commitment to driving quality.Effective time management skills in order to manage multiple priorities with flexibility on time zones and timelines.Logical thinking, High analytical and problem solving skills; innovative and solutions oriented.Enthusiastic and quick-learner in a rapidly changing environment.Ability to remain abreast of industry technical trends and new development to maintain current skills and remain current with industry standards.Issue tracking and reporting using tools.Desirable to have hands-on work experience at functional or shift lead capacity with excellent understanding of ITIL concepts around Incident, Problem and Change management.Willing and able to lead Incidents as they occur. Flexible approach to adapt considering shifting priorities or changing conditions.-------------------------------------------------Job Family Group: Technology-------------------------------------------------Job Family:Applications Support------------------------------------------------------Time Type:Full time------------------------------------------------------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.Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. 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 the "EEO is the Law" poster. View the EEO is the Law Supplement.View the EEO Policy Statement.View the Pay Transparency Posting-----------------------------Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.