Applications Support Analyst - Assistant Vice President

Citi • Irving, TX

3d • $96,400 - $144,600

About The Position

Citi is hiring an Applications Support Analyst at the Assistant Vice President level for its Data Solutions Production Management team in Irving, Texas. The role supports NAM Consumer Data Platform applications as part of a globally distributed team in Chennai, Pune, and Irving that provides 24/7 support for enterprise-critical applications. The analyst works closely with Level 1 Support, Application Development, Infrastructure teams, Operations, and Product Owners to ensure applications and services operate reliably.

The position focuses on day-to-day service delivery, production support, incident management, risk and change management, service improvement, capacity review, continuity planning, and third-party asset management. It also contributes to the review of major releases and new application installations early in the project lifecycle, helping identify and address risks before production launch. The role leads production monitoring and observability efforts using tools such as AppDynamics, Splunk, and Grafana, and supports disaster recovery and timely service restoration or data-center failover.

The role requires at least six years of overall hands-on IT experience, including at least two years working with cloud technologies. A bachelor’s degree in engineering or computer science is required. Prior financial-services experience is preferred. The position may require off-hours production support on an on-call or shift basis.

Requirements

• At least 6 years of hands-on overall IT experience, including 2 or more years with services running on one or more cloud technologies: OpenShift, AWS, or Google Cloud.
• Good understanding of data engineering functions, roles, tools, and technologies, including one or more of Ab Initio, Big Data, Master Data Management (MDM), and hybrid cloud.
• Strong knowledge of CI/CD tools for automated code deployments.
• Strong knowledge of SOAP and REST APIs and microservices.
• Knowledge of creating observability dashboards using Splunk, AppDynamics, and Grafana.
• Working knowledge of Ansible and/or Python scripts for automation.
• Track record of triaging issues successfully and driving them to resolution.
• Ability to work under pressure and manage deadlines, unexpected changes, or changing requirements.
• Ability to manage multiple competing priorities simultaneously.
• Ability to work with offshore and onsite production support teams across multiple organizations.
• Excellent oral and written communication skills.
• Good knowledge of disaster recovery processes across data centers.
• Strong analytical and problem-solving skills, including the ability to break tasks into manageable parts.
• Ability to communicate and negotiate at all organizational levels and influence others.
• Effective meeting management, team management, and organizational skills.
• Effective presentation skills and ability to create visual presentations using Microsoft PowerPoint.
• Ability to interact with individuals at all organizational levels.
• Bachelor’s degree in engineering or computer science.

Nice To Haves

• Knowledge of Google Cloud Observability (GCO).
• Prior experience in financial services.

Responsibilities

• Perform incident triage and root cause analysis; collect and validate business impact and manage the incident lifecycle.
• Collaborate with the Technology Organization on service risk and maturity assessments and drive Service Improvement Plans.
• Develop and test knowledge objects to increase L0, L1, and L2 resolution.
• Review changes rigorously, understand their impacts, and apply strong change-management practices when approving changes.
• Review capacity across service components.
• Schedule and facilitate continuity-of-business testing and maintain recovery plans.
• Build and update service configuration.
• Manage third-party assets, including licensing compliance and optimization.
• Review major releases and new application installations from early project stages to ensure risks are documented and remediated before production go-live.
• Identify, document, and manage application service risks and drive their resolution.
• Lead production monitoring and implement observability using AppDynamics, Splunk, and Grafana; work with industry monitoring tools, including Google Cloud Observability.
• Apply disaster recovery processes and lead data-center failovers in a timely manner to prevent production issues or restore services.
• Coordinate with offshore and onsite production support teams across multiple organizations.
• Provide off-hours production support on an on-call or shift basis as required.

Benefits

• Medical, dental, and vision coverage.
• 401(k).
• Life, accident, and disability insurance.
• Wellness programs.
• Paid time off, including vacation, sick leave, and paid holidays.
• Eligible employees may receive discretionary and formulaic incentive and retention awards.

What This Job Offers

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