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 Applications. This includes providing quick resolutions to app issues, driving stability, efficiency and effectiveness improvements to help us and the business succeed.
• Review capacity and monitoring of our applications and design, then implement or manage enhancements to improve their stability
• Analyze the issues being raised against our applications and design, then implement or manage enhancements to prevent any future occurrences of these problems or issues
• Own and manage the Incident response process. Must be able to escalate problems to appropriate technology and business teams, while adhering to Service Level Agreements
• Effectively communicate issues and status updates with business users, second level support, and development teams
• Focus on continuous improvements on existing Application monitoring as well as the underlying infrastructure
• Review and maintain robust continuity of business processes
• Provide technical solutions and liaise with the Operations business during critical production outages
• Manage remediation tasks following critical outages, to avoid repeat failures
• Review changes coming into the platform, ensure quality of releases is adequate.
• Collaboration with Development partners to prioritize production fixes and support tooling requirements
• Create innovative solutions and proactive approaches to optimizing processes
• Follow thru to ensure each problem is resolved according to SLA
• Start of day checks, continuous monitoring, and regional handover.
• Develop and maintain technical support documentation.
• Assess risk and impact of production issues and escalate to business and technology management in a timely manner.
• 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.
• 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.
• 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:

Essential Skills:

• 5-8 years experience in an Application Support role.
• Experience installing, configuring or supporting business applications
• Experience with some programming languages and willingness/ability to learn
• Effective written and verbal communications including ability to explain technical issues in simple terms that non-IT staff can understand.
• Demonstrated analytical skills
• Issue tracking and reporting using tools
• Knowledge/ experience of problem Management Tools.
• Consistently demonstrates clear and concise written and verbal communication skills
• Ability to communicate appropriately to relevant stakeholders
• Following technical skills are important to the role:

​ - Unix, Perl, Scripting

- Databases - Oracle / Sybase / Microsoft SQL

Desirable:

• Cron / Quartz
• MQ, Tibco EMS, Weblogic
• Database ORAS / Mongo DB
• Monitoring tool ITRS Geneos Framework
• ServiceNow, Qlikview
• Autosys
• Java , J2EE, XML

Education:

• Bachelor’s/University degree or equivalent experience

This is a hybrid position in Tampa office. You are expected to work from Tampa office twice a week for now. You may have to work from the office more days in the future. ONLY the candidates who are authorized to in the US need to apply.

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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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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.

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