Application Support Analyst - Assistant Vice President

Citi • Mississauga, ON

2d • CA$94,300 - CA$141,500 • Hybrid

About The Position

Citi's Securities Services division is looking for a Senior Production Support Analyst to join the Data & Client Platforms (DCP) Production Support team — a globally distributed, 24×6 operation that keeps business-critical and client-facing data and reporting platforms running for some of the world's largest institutional investors. This is a senior operational role at the intersection of data platform operations, client service delivery, and technology transformation, offering direct involvement in a platform undergoing major modernisation including cloud data lake adoption, client platform migration, and multi-business-line data services consolidation. If you want to grow beyond traditional incident management into a technically sophisticated, engineering-oriented function, this is the opportunity to do it.

Requirements

• 5+ years of experience in application support, production management, or platform operations — ideally within financial services or data-intensive environments, with hands-on experience across data pipelines, reporting platforms, or client-facing financial applications.
• Active ITRS Geneos monitoring and alerting experience, including dashboard configuration and alert management at an administrator level.
• SQL proficiency sufficient to independently investigate data quality issues across relational and cloud databases.
• Demonstrated practice of ITIL-aligned incident, problem, and change management — with a structured, process-disciplined approach to production operations.
• Shell or Python scripting ability applied to the automation of operational tasks — not just theoretical awareness, but practical, working implementation.
• Experience operating within a global follow-the-sun support model, including shift handovers, on-call discipline, and cross-regional coordination.
• Bachelor's degree in Computer Science, Information Technology, Engineering, Finance, or a related discipline — or equivalent professional experience.

Nice To Haves

• Hands-on experience with cloud data platforms such as Snowflake, Apache Kafka, Amazon S3, Databricks, or Couchbase.
• Experience building or maintaining Grafana or ITRS dashboards for proactive platform monitoring.
• Domain knowledge in Securities Services, Investor Services, or Capital Markets environments.
• Exposure to AI-assisted operations tooling — including agentic triage, automated root cause analysis, or intelligent monitoring platforms.
• A track record of leading or mentoring a support team, with evidence of SME accountability and knowledge transfer in a senior operational capacity.

Responsibilities

• Deliver L2 production support across the DCP application portfolio — managing incident triage, investigation, escalation, and resolution within a global follow-the-sun model to ensure seamless 24×6 platform coverage.
• Coordinate start-of-day platform checks, continuous monitoring, and structured regional handovers, maintaining SLA adherence and clear stakeholder communication throughout the incident lifecycle via ServiceNow.
• Serve as the internal operational point of contact for client-impacting incidents, providing timely and accurate communication to client-facing teams including Client Services, Technology Relationship Managers, and Operations.
• Identify recurring incident patterns and drive structured problem management to eliminate root causes, reduce manual effort, and prevent reoccurrence across the platform portfolio.
• Improve platform observability and operational efficiency by contributing to automation and monitoring initiatives using Grafana, ITRS Geneos, and GCO — reducing the volume of manual interventions required.
• Act as subject matter expert (SME) for one or more platforms, owning operational knowledge, coaching junior analysts, and serving as the escalation point for complex issues.
• Adopt and apply AI-assisted tooling for incident troubleshooting, automated investigation, and resiliency gap detection — contributing to Citi's firm-wide intelligent operations strategy.
• Manage change management activities including release preparation, deployment support, post-implementation review, and production risk assessments to support safe and controlled platform evolution.

Benefits

• A hybrid working model with 3 days in the office and 2 days working remotely, offering a balance between collaborative team working and personal flexibility.
• Access to Citi's broader learning, development, and wellbeing programmes — supporting your professional growth and long-term career at a firm with global scale and impact.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior