Applications Support Sr Analyst - AVP

The Apps Support Sr Analyst is a seasoned professional role for L2 SRE. Services Production Support is looking to expanding the service offering to incorporate Services Reliability Engineering principles. In support of this transformation, this role is a blend of traditional ITIL based Production Management, with Services Reliability Engineering. Ideal 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:

• Provides expertise related to various Distributed Consumer Applications across multiple Lines of Business in North America.  
• Primary point of contact LOB assigned domain.
• Enable Production management processes in non-production environment to provide environment stability
• Execute robust service readiness.
• Facilitate standard toolset adoption for all services in the domain.
• Works as a L2 expert to support the Problem management, Risk management and Change management , CI/CD enablement pipeline for SRE function identified.
• Has Overall accountability of non-production stability for his area/domain 
• Partners with Level 1 and Level 3 support teams to improve resolution rates, efficiency targets, and organizational Service Level Agreements.
• Partners with SRE enablement and works as SRE eventually to identify the key areas and provides the SRE recommendation from UAT to PERF and PROD for key business transactions supported. 
• Knowledge of technologies like OSE, Kubernetes, APIGEE, Platform services, DataPower, Google cloud, AWS, CI/CD pipeline, ITIL and Service Management 
• Identifies and leads the implementation of Service Automation to reduce cost, reduce risk, improve efficiency, and enable Service Management to keep up with the ever-increasing volume of with fast pace of newer technologies.
• Continually evolve the working practices within and services provided by Production Management to improve efficiency and productivity.
• Manages, maintains and supports applications and their operating environments, focusing on stability, quality and functionality against service level expectations.
• 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.
• 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.
• 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.

Qualifications:

• 6-10 years development or production support experience.  Experience or familiarity Cloud Technology is a plus.
• Solid ITIL Foundation understanding.
• Engineering Background in system admin, development, DevOps, or equivalent field, preferably with experience in Distributed Consumer applications.  
• Experience/ familiarity with automation technologies, advanced analytics, and predictive modelling.
• Ability to develop and manage relationships at all levels.
• Experience with databases i.e., Oracle, MSSQL, MongoDB, Teradata, DB2
• Experience in programming in one of the following languages UNIX shell scripting, Java/Python etc.
• Logging  tools: ELK stack (Elasticsearch, Logstash, Kibana), Splunk or similar. 
• Monitoring tools: Prometheus, Grafana, App D, ITRS Geneos or similar
• Competent with cloud concepts i.e., API, web services and microservices 
• Strong analytical, algorithmic, and critical thinking skills

• Strong analytical skills, strong critical thinking skills and ability to logically break down tasks into smaller manageable parts.
• Solid understanding of systems and application design
• Systematic problem-solving approach
• Effective communication skills and sense of ownership and drive
• Adaptable and can work with large complex and multi team owned services.
• Extremely organized, detailed oriented and thorough in every aspect.
• Able to balance multiple tasks and projects effectively while adapting to new variables.
• Utilizing creative and innovative thinking but also adhering to a powerful sense of ownership, customer service and integrity demonstrated through clear communication.
• Drive, self-motivated and eager to learn.

• Bachelor’s/University degree or equivalent experience
• Certification in Site Reliability Engineer, Cloud Based Certification like AWS.

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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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