App Support Tech Lead Analyst - Vice President

Citi • Irving, TX

27d

About The Position

The App Support Tech Lead Analyst is a strategic professional who stays abreast of developments within own field and contributes to directional strategy by considering their application in own job and the business. Recognized technical authority for an area within the business. Requires basic commercial awareness. There are typically multiple people within the business that provide the same level of subject matter expertise. Developed communication and diplomacy skills are required to guide, influence and convince others, in particular colleagues in other areas and occasional external customers. Provides advice and counsel related to the technology or operations of the business. Work impacts an entire area, which eventually affects the overall performance and effectiveness of the sub-function/job family. Working as an Apps Sup Tech Lead Analyst is, you will be providing technical support for users of Citi’s Wholesale Credit Risk management platform. The role sits within Citi CIO Production Management organization. You will play an integral role in running and maintaining the production environment for all supported applications so that the Credit Risk Business users can confidently service their clients. If you can demonstrate an appetite to learn technical concepts, have strong problem-solving skills and an ability to build excellent working relationships then we want to hear from you.

Requirements

• 10+ years of Experience with Production Support Operations is essential.
• Experience working with Gen AI solutions for Productivity improvements.
• Good Experience with Monitoring tools such as ITRS Geneos, AppDynamics, Datadog
• Good Experience with Log Aggregation tools such as ELK, Splunk.
• Expertise supporting ECS cloud hosted applications and Rest API Knowledge
• Experience working with Oracle, SQL server and MongoDB databases
• Experience with Middleware solutions such as Tibco EMS, MQ, Kafka
• Experience with Python, Java or other programming languages and a willingness to learn new technologies
• Good written and verbal communication skills

Responsibilities

• Provide technical support for users of Citi. This includes providing quick resolutions to application issues, driving stability, efficiency, and effectiveness improvements to help the department and overall business succeed.
• Lead the regional Production Management operations and effectively partner with other regional teams for providing a stable Production Support coverage to Business.
• Manage, maintain, and support applications and their operating environments. This includes focusing on stability, quality, and functionality in line with service level expectations.
• Performs controlled resolution of incidents and problems including prioritization and escalation to relevant groups when appropriate, root cause analysis of all problems with follow-through to resolution.
• Champion stability initiatives to enable application high availability for Business-As-Usual which includes better monitoring, failover, and resiliency.
• Ensure Incident & Problem management procedures are diligently followed for the Production Management Operations.
• Ability to handle incidents, problems and change at a global enterprise level. Calm and analytical when faced with major incidents on critical systems.
• Exhibits sound and comprehensive communication and diplomacy skills to exchange complex information with inherent confidence with operations and technology partners on a regional or global basis.
• Assess risk and impact of production issues, escalating to the business and technology management in a timely and appropriate manner.
• Lead the technical evaluation and integration of new Gen AI capabilities into the production support workflow.
• Gen AI - Develop and document best practices, usage patterns, and prompt libraries for the team.
• Partner with development teams to define operational readiness and support models for new AI-driven application features.
• Serve as the SME for Gen AI, guiding the team on complex use cases and troubleshooting.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees