Applications Support Analyst - Assistant Vice President

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. 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. 

As a bank with a brain and a soul, Citi creates economic value that is systemically responsible and in our clients’ best interests. As a financial institution that touches every region of the world and every sector that shapes your daily life, our Enterprise Operations & Technology teams are charged with a mission that rivals any large tech company. Our technology solutions are the foundations of everything we do from keeping the bank safe, managing global resources, and providing the technical tools our workers need to be successful to designing our digital architecture and ensuring our platforms provide a first-class customer experience. We reimagine client and partner experiences to deliver excellence through secure, reliable, and efficient services. 

Our commitment to diversity includes a workforce that represents the clients we serve from all walks of life, backgrounds, and origins. We foster an environment where the best people want to work. We value and demand respect for others, promote individuals based on merit, and ensure opportunities for personal development are widely available to all. Ideal candidates are innovators with well-rounded backgrounds who bring their authentic selves to work and complement our culture of delivering results with pride. If you are a problem solver who seeks passion in your work, come join us. We’ll enable growth and progress together. 

About the Team: CIO Production Management

The CIO Production Management team provides critical business and technical support across the Chief Information Officer (CIO) organization which comprises of Securities, Markets, Banking, and Functions, Consumer, Wealth, US Commercial Cards and the Enterprise Data Office, working collaboratively to ensure our platforms and services operate seamlessly for our clients—whenever and wherever they need them. We act as highly skilled and trusted partners to our businesses.

As part of our team, you will help deliver world-class client experience by applying engineering discipline, innovation, continuous learning, and strong risk management across our systems and user environments. We collaborate daily with a diverse set of stakeholders, working both to solve issues and to anticipate and prevent them before they occur.

Citi’s global network of people, data, and relationships empowers us to identify opportunities, manage risks, and connect insights in ways others cannot. Our people make all the difference. We are a forward‑thinking organization, looking for ambitious, collaborative professionals who seek to elevate how work gets done. In return, we offer meaningful work, a supportive environment, clear career progression pathways, and competitive benefits.

Role and Position Overview

This position is part of the Data Solutions Production Management team, based in Irving, Dallas Location specifically supporting the NAM Consumer Data Platform Applications. You will contribute to a globally distributed team spanning Chennai, Pune, and Irving Locations collectively providing 24/7 support for our enterprise-critical applications. Success in this role requires close collaboration with Level 1 Support, Application Development, Infrastructure teams, Operations and Product Owners.

Responsibilities:

• Responsible for execution of day-to-day service delivery functions including the following:
• Performs incident triage, root cause analysis, and collect and validate business impact and strong familiarity with all aspects of Incident life cycle.
• Collaborates with Technology Organization and manages service risk/maturity assessments and drives the Service Improvement Plans.
• Develops/tests knowledge objects to support increased L0, L1, and L2 resolution.
• Applies strong rigor in change reviews, understanding impacts and responsible for strong change management practice in approving changes.
• Review capacity across service components
• Continuity Management: Schedule and facilitate COB testing, maintain recovery plans.
• Build/update service configuration.
• Third Party Asset Management: Manage 3rd party asset management (licensing compliance/optimization)
• This activity encompasses review of major releases & new application install from very early stage of the project/program, to ensure Risks are documented and remediated before production Go Live.
• Ability to identify, document and Manage Service Risks within Applications and effectively manage the resolutions of Risks.
• Leads production monitoring, Implementation of Observability using AppD, Splunk, Grafana & strong knowledge of monitoring tools used in the industry including Google Cloud Observability.
• Strong familiarity with disaster recovery solutions, processes and ability to lead situations that require failover across data centers in a timely manner to prevent production issues or restoring services in a timely manner.

Qualifications:

• At least 6+ years of hands-on Overall IT experience of which 2 or more years in one or more of the Cloud technologies running services on Open Shift, AWS or Google Cloud.
• Has a good understanding of Data Engineering function and Role and tools and technologies used in one or more technologies including Ab Initio, Big Data, Master Data Management (MDM) and Hybrid cloud.
• Strong knowledge of using CICD tools for automated code deployments.
• Strong knowledge of SOAP Rest API’s and Micro services.
• Knowledge of creating Observability Dashboards using Splunk, App Dynamics, and Grafana. Knowledge on GCO (Google Cloud Observability) tool is positive.
• Working knowledge of Ansible / Python scripts for Automation.
• Track record of successfully triaging issues and driving them to resolution.
• Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements.
• Expectation for the role is to be available "on call" or "shift basis" for off-hours Production support.
• Can handle multiple competing priorities simultaneously
• Ability to work with Offshore and Onsite Production Support Teams across multiple organizations.
• Excellent Oral and Written Communication Skills.
• Good knowledge of Disaster Recovery process across Data centers. Strong analytical skills, strong problem-solving skills and ability to logically break down tasks into smaller manageable parts.
• Strong individual with the ability to communicate and negotiate at all levels and ability to influence people.
• Effective meeting management, team management and organizational skills.
• Effective Presentation skills and creating Visual Presentations using Microsoft PowerPoint.
• Ability to interact with individuals at all organizational levels.

Education & Other qualifications:

• Bachelor’s in engineering or computer science.
• Prior experience in financial services preferred.

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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.

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We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.

Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.

Illinois residents – AI Notice and Right

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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.

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.