Applications Support Senior Analyst -Assistant Vice President

The Apps Support Sr Analyst is a seasoned professional role. Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and work-flow for the area or function. Integrates subject matter and industry expertise within a defined area. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the function and overall business. Evaluates moderately complex and variable issues with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information. Requires good analytical skills in order to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Strong communication and diplomacy skills are required. Regularly assumes informal/formal leadership role within teams. Involved in coaching and training of new recruits. Significant impact in terms of project size, geography, etc. by influencing decisions through advice, counsel and/or facilitating services to others in area of specialization. Work and performance of all teams in the area are directly affected by the performance of the individual.
Responsibilities:

• The Application Support Senior Analyst provides technical and business support for users of Citi Applcations. This includes providing quick resolutions to app issues, driving stability, efficiency and effectiveness improvements to help us and the business succeed.
• Maintains application systems that have completed the development stage and are running in the daily operations of the firm.
• Manages, maintains and supports applications and their operating environments, focusing on stability, quality and functionality against service level expectations.
• Start of day checks, continuous monitoring, and regional handover.
• Perform same day risk reconciliations
• Develop and maintain technical support documentation.
• Identifies ways to maximize the potential of the applications used
• Assess risk and impact of production issues and escalate to business and technology management in a timely manner.
• Ensures that storage and archiving procedures are in place and functioning correctly
• Formulates and defines scope and objectives for complex application enhancements and problem resolution
• Reviews and develops application contingency planning to ensure availability to users.
• Partners with appropriate development and production support areas to prioritize bug fixes and support tooling requirements.
• Participate in application releases, from development, testing and deployment into production.
• Engages in post implementation analysis to ensure successful system design and functionality.
• Considers implications of the application of technology to the current environment. Identifies risks, vulnerabilities and security issues; communicates impact.
• Ensures essential procedures are followed and helps to define operating standards and processes.
• Act as a liaison between users/traders, interfacing internal technology groups and vendors.
• Expected to be able to raise problems to appropriate technology and business teams, while adhering to Service Level Agreements.
• Acts as advisor or coach to new or lower level analysts.
• Provides evaluative judgment based on analysis of factual information in complicated and unique situations.
• Directly impacts the business by ensuring the quality of work provided by self and others; impacts own team and closely related work teams.
• Exhibits sound and comprehensive communication and diplomacy skills to exchange complex information.
• Active involvement in and ownership of Support Project items, covering Stability, Efficiency, and Effectiveness initiatives.
• Performs other duties and functions as assigned.
• Has the ability to operate with a limited level of direct supervision.
• Can exercise independence of judgement and autonomy.
• Acts as SME to senior stakeholders and /or other team members.
• 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.

Recommended Qualifications:

• 
  We are seeking a high-performing Application Support Senior Analyst to provide L2 production support for critical applications within our global environment. The role focuses on incident resolution, system monitoring, and operational stability, working closely with Tech Leads, development teams, and external vendors. The ideal candidate will bring strong technical troubleshooting skills, operational discipline, and the ability to perform under pressure in a fast-paced environment. Key Responsibilities Production Support & Incident ManagementProvide L2 support for business-critical applications (file transfer, batch processing, payments systems)Actively manage P1/P2 incidents, ensuring timely resolution and escalation where requiredParticipate in incident bridges and provide clear status updatesEnsure adherence to SLA/OLA targets Monitoring & Operational SupportMonitor application health and proactively identify issuesExecute daily health checks and batch validationsSupport file transfer monitoring and reconciliation processesPerform initial impact assessment and recovery actions Problem Management & Continuous ImprovementSupport Root Cause Analysis (RCA) for incidentsIdentify and flag recurring issues to Tech LeadsMaintain runbooks, SOPs, and knowledge base articlesContribute to automation and monitoring improvements Vendor & Stakeholder InteractionCoordinate with external vendors for issue resolutionLiaise with internal technology, operations, and business teamsProvide regular updates during incidents and service disruptions Change & Release SupportSupport production deployments and change activitiesPerform post-release checks and validationsEnsure minimal disruption during releases Required Skills & Experience Technical Skills5–8 years of experience in Application / Production SupportStrong knowledge of:Unix/Linux and/or Windows environmentsSQL / database querying and troubleshootingFile transfer protocols (SFTP, batch jobs)Scheduling tools (Autosys, Control-M or similar)Experience with monitoring tools (e.g., ITRS Geneos) Functional SkillsGood understanding of incident management processes (ITIL)Strong troubleshooting and analytical skillsAbility to prioritize and manage multiple issues under pressureEffective communication and coordination skills PreferredExperience in Banking / Financial Services / Payments domainExposure to high-volume transactional systemsITIL Foundation certification
• Job Families for Job ProfilesApplications Support
• Worker Sub-Type"Select one." 1 item selected, Regular
• Time Type"Select one." 1 item selected, Full time
• Remote Type"Select one." 1 item selected, Hybrid
• Primary Location"Select one." 1 item selected, TOWER B, EON FREE ZONE II
• Primary Job Posting Location"Select one." 1 item selected, Pune Maharashtra India
• Additional Locations"Select multiple." 0 items selected
• Additional Job Posting Locations"Select multiple." 0 items selected
• Scheduled Weekly Hours
• Work Shift(empty)

• Evergreen Requisition

• Compensation GradeSalary Range-Level: C12-Structure: 5

• Internal Career Site - PrimaryGlobal HRCC - Internal Job Submission - July 2023 v5
• Internal Career Site - SecondaryIndia HRCC - Job Submission
• External Career Site - PrimaryGlobal HRCC - External Job Submission – April 2026 v7
• External Career Site - SecondaryIndia HRCC - Job Submission

• Inline Assessment TestDefault Assessment Tests

Education:

• Bachelor’s/University degree or equivalent experience

We are seeking a high-performing Application Support Senior Analyst to provide L2 production support for critical applications within our global environment. The role focuses on incident resolution, system monitoring, and operational stability, working closely with Tech Leads, development teams, and external vendors.

The ideal candidate will bring strong technical troubleshooting skills, operational discipline, and the ability to perform under pressure in a fast-paced environment.

Key Responsibilities

Production Support & Incident Management

• Provide L2 support for business-critical applications (file transfer, batch processing, payments systems)
• Actively manage P1/P2 incidents, ensuring timely resolution and escalation where required
• Participate in incident bridges and provide clear status updates
• Ensure adherence to SLA/OLA targets

Monitoring & Operational Support

• Monitor application health and proactively identify issues
• Execute daily health checks and batch validations
• Support file transfer monitoring and reconciliation processes
• Perform initial impact assessment and recovery actions

Problem Management & Continuous Improvement

• Support Root Cause Analysis (RCA) for incidents
• Identify and flag recurring issues to Tech Leads
• Maintain runbooks, SOPs, and knowledge base articles
• Contribute to automation and monitoring improvements

Vendor & Stakeholder Interaction

• Coordinate with external vendors for issue resolution
• Liaise with internal technology, operations, and business teams
• Provide regular updates during incidents and service disruptions

Change & Release Support

• Support production deployments and change activities
• Perform post-release checks and validations
• Ensure minimal disruption during releases

Required Skills & Experience

Technical Skills

• 5–8 years of experience in Application / Production Support
• Strong knowledge of:
  • Unix/Linux and/or Windows environments
  • SQL / database querying and troubleshooting
  • File transfer protocols (SFTP, batch jobs)
  • Scheduling tools (Autosys, Control-M or similar)
• Experience with monitoring tools (e.g., ITRS Geneos)

Functional Skills

• Good understanding of incident management processes (ITIL)
• Strong troubleshooting and analytical skills
• Ability to prioritize and manage multiple issues under pressure
• Effective communication and coordination skills

Preferred

• Experience in Banking / Financial Services / Payments domain
• Exposure to high-volume transactional systems
• ITIL Foundation certification

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