Vice President, Applications Support Technology Lead Analyst, Technology

The Apps Support Lead Analyst is a seasoned professional role providing Level 2 (L2) production support directly to Middle Office users within Citi Japan's Equities business. This position requires hands-on trade floor presence, supporting mission-critical middle office applications in a high-pressure, real-time trading environment where system availability and performance directly impact business revenue.

The role applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and workflows 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 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 excellent analytical skills in order to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Strong communication and diplomacy skills are required, with excellent business-level English proficiency essential and Japanese language ability highly valued. 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.

In this role, you’re expected to:

• Provide Level 2 production support for Equities middle office applications, acting as the primary technical escalation point for middle office impacting incidents.
• Respond to critical incidents during market hours, executing rapid diagnosis and restoration activities to minimize business disruption.
• Maintain hands-on trade floor coverage, delivering direct support to Middle Office users in a high-pressure, real-time environment.
• Serve as a key liaison between business users and Technology (development, infrastructure, vendors), ensuring timely triage, escalation, and resolution.
• Perform deep technical troubleshooting across applications and environments, including analysis of logs and runtime evidence to identify root cause and remediation paths.
• Proactively monitor production using enterprise tooling (e.g., ITRS Geneos) to detect anomalies and prevent outages.
• Execute operational routines including start-of-day checks, continuous monitoring, and regional handover to support global coverage.
• Support production integrity activities, including same-day risk reconciliations and data consistency validation across relevant systems.
• Manage change, deployment, and release execution using CI/CD and Change Management controls, including rollback readiness and zero-impact implementation practices.
• Drive service stability through post-incident review, problem management, and continuous improvement initiatives.
• Develop and maintain support documentation, runbooks, and troubleshooting guides; contribute to operating standards and procedures.
• Communicate clearly with stakeholders under pressure, including impact assessment, timely escalation per SLAs, and concise business-facing updates in business-level English (Japanese a plus).
• Provide guidance/mentoring to junior analysts; act as an SME and contribute to knowledge transfer across global teams.
• Adhere to firm-wide control standards, supporting audit/regulatory responses as required and escalating risks/issues appropriately.

As a successful candidate, you’d ideally have the following skills and exposure:

• 5–10 years’ experience in L2 application production support in a securities/investment bank or financial services trading environment.
• Demonstrated experience providing trade floor support to users in Equities or capital markets.
• Excellent business-level English communication (written/verbal); Japanese language capability a plus.
• Proven ability to prioritize and multi-task effectively under extreme time pressure in a real-time trading environment.
• Strong diagnostic skills, including analysis of application/server logs, GC logs, thread/heap dumps, and traces to identify root cause and mitigations.
• Hands-on experience with monitoring/alerting platforms (e.g., ITRS Geneos, Grafana, or equivalents).
• Working knowledge of Incident, Problem and Change Management (familiarity with ServiceNow / JIRA), including deployment practices (CI/CD pipelines and rollback procedures).
• Experience with middleware messaging technologies (IBM MQ, Solace, Kafka, Tibco EMS, or similar).
• Domain/platform exposure: OMS/EMS/MO systems; Unix/Linux + SQL troubleshooting; FIX/trading workflow knowledge; software development background beneficial.

Education:

• Bachelor's/University degree; Master’s degree preferred

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