Applications Support Senior Analyst Assistant Vice President

Citi•Mississauga, ON

2d•Onsite

About The Position

The Applications Support Senior Analyst within the Fixed Income Financial & Securitization (F&S) organization will be responsible for production support of multiple applications used across Fixed Income F&S business at Citi. This is an exciting position in the Production Support team within Fixed Income F&S Production Support in Mississauga, Canada. The team manages the day-to-day availability of the various FI F&S applications to ensure issues or status updates are accurately communicated to business users and also works on various project tasks with objectives to improve stability, efficiency, and effectiveness of our production systems. The team has ownership for the production stability and operation of these systems for internal users and Citi’s external clients. The candidate will work closely with colleagues in Mississauga, New York, London, Belfast, Singapore, Sydney, and Hong Kong to ensure seamless 24 x 7 support of applications for Fixed Income businesses. Perform incident and problem management on resolution, root cause analysis, escalation, and prioritization to ensure process completion to service level agreements. Liaise with users and all other technology groups. Ensure the stability of applications by proactively seeking ways of improving stability by driving key initiatives like capacity planning, resiliency/failover projects, and monitoring enhancement via SRE and JIRA projects. Provide ideas and conduct efficiency and effectiveness improvements in applications and support processes. Streamline processes and automate repetitive tasks to reduce manual work. Perform Change Management and application deployment activities of application or infra-activities on the production environment. Participate and provide support in the onboarding of any new application components. The Applications Support Senior Analyst is a developing professional role. Deals with most problems independently and has some latitude to solve complex problems. Integrates in-depth specialty area knowledge with a solid understanding of industry standards and practices. Good understanding of how the team and area integrate with others in accomplishing the objectives of the subfunction/job family. Applies analytical thinking and knowledge of data analysis tools and methodologies. Requires attention to detail when making judgments and recommendations based on the analysis of factual information. Typically deals with variable issues with potentially broader business impact. Applies professional judgment when interpreting data and results. Breaks down information in a systematic and communicable manner. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Moderate but direct impact through close contact with the businesses' core activities. Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams.

Requirements

5-8 years’ experience in an Application Support role.
Experience installing, configuring or supporting business applications.
Advanced execution capabilities and ability to adjust quickly to changes and re-prioritization.
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.
Good all-round technical skills
Effectively share information with other support team members and with other technology teams
Ability to plan and organize workload
Consistently demonstrates clear and concise written and verbal communication skills
Ability to communicate appropriately to relevant stakeholder

Nice To Haves

Experience with some relevant technologies ie Python, Shell, Linux, SQL, ECS are good to have along with willingness/ability to learn.

Responsibilities

Provide L2 support for mission-critical F&S applications within Fixed Income Technology.
Provide quick resolutions to app issues, driving stability, efficiency and effectiveness improvements.
Work closely with the development, QA and business teams to determine strategy & priorities and to ensure that the team is meeting the business’ requirements.
Ensure team delivers on these priorities and communicated progress effectively to all stakeholders.
Work on technical solutions to be able to streamline, automate existing processes and provide smart monitoring solutions.
Provide technical application support, monitoring the applications and technical platform, answer queries via phone, e-mail and other communication mediums.
Perform appropriate problem-solving tasks before passing to another team with previously agreed upon format, logs, etc.
Make key technical recommendations based on their knowledge of the systems and the process flows involved when dealing with major issues.
Follow through to ensure each problem is resolved according to SLA.
Effectively communicate issues and status updates with business support, regional colleagues, and development teams.
Create and maintain a knowledge base to ensure that knowledge transfer takes place within the team.
Liaise with business support teams and application development groups.