Citigroup Inc.
Senior Applications Support Analyst - Assistant Vice President
Citigroup Inc., Tampa, Florida, us, 33646
Overview
The Apps Support Sr Analyst is a seasoned professional role for L2 SRE. Services Production Support is expanding the service offering to incorporate Services Reliability Engineering principles. This role blends traditional ITIL-based Production Management with Services Reliability Engineering, contributing to the development of new techniques and process improvements for the area. It requires in-depth knowledge of how areas integrate within the sub-function, coordination toward function and business objectives, and the ability to evaluate moderately complex issues with potential impact. Strong analytical skills, communication, and diplomacy are essential. Regularly assumes informal/formal leadership within teams, coaches and trains new recruits, and influences decisions through advisory and facilitation across the domain.
Responsibilities Provides expertise related to various Distributed Consumer Applications across multiple Lines of Business in North America.
Primary point of contact for the assigned domain within the Line of Business.
Enable production management processes in non-production environments to maintain environment stability.
Execute robust service readiness.
Facilitate standard toolset adoption for all services in the domain.
Support L2 with Problem management, Risk management and Change management, and CI/CD enablement for the SRE function.
Overall accountability for non-production stability in the area/domain.
Collaborate with Level 1 and Level 3 support teams to improve resolution rates, efficiency targets, and SLAs.
Partner with SRE enablement to identify key areas and provide SRE recommendations from UAT to Perf and Prod for key business transactions.
Knowledge of technologies such as OSE, Kubernetes, APIGEE, Platform services, DataPower, Google Cloud, AWS, CI/CD pipelines, ITIL, and Service Management.
Identify and lead the implementation of Service Automation to reduce cost and risk, improve efficiency, and enable Service Management to keep pace with evolving technologies.
Continuously evolve production management practices to improve efficiency and productivity.
Manage, maintain, and support applications and their operating environments with focus on stability, quality, and functionality against SLAs.
Review and develop contingency planning to ensure application availability.
Prioritize bug fixes and tooling requirements in collaboration with development and production support teams.
Engage in post-implementation analysis to ensure successful system design and functionality.
Assess technology implications, identify risks and security issues, and communicate impact.
Provide evaluative judgment based on analysis in complex situations; directly impact business by the quality of work from self and others.
Demonstrate strong communication and diplomacy to exchange complex information; participate in and own support project items focusing on stability, efficiency, and effectiveness.
Perform other duties as assigned and work with limited supervision; exercise independent judgment when appropriate.
Qualifications 6-10 years of development or production support experience; cloud technology experience is a plus.
Solid ITIL Foundation understanding.
Engineering background in systems administration, development, DevOps, or equivalent, preferably with distributed consumer applications experience.
Experience/familiarity with automation technologies, advanced analytics, and predictive modeling.
Ability to develop and manage relationships at all levels.
Experience with databases (Oracle, MSSQL, MongoDB, Teradata, DB2).
Experience in programming with UNIX shell scripting, Java, Python, etc.
Logging tools: ELK stack, Splunk, or similar.
Monitoring tools: Prometheus, Grafana, AppDynamics, ITRS Geneos, or similar.
Competent with cloud concepts (APIs, web services, microservices).
Strong analytical, algorithmic, and critical thinking skills.
Core Competencies / Skills Strong analytical and critical thinking skills; ability to break down tasks logically.
Solid understanding of systems and application design.
Systematic problem-solving approach.
Effective communication and sense of ownership.
Adaptable to large, complex, multi-team services.
Highly organized, detail-oriented, and thorough.
Ability to balance multiple tasks and projects and adapt to new variables.
Creative and innovative thinking with strong ownership, customer service, and integrity, demonstrated through clear communication.
Driven, self-motivated, and eager to learn.
Education Bachelor’s/University degree or equivalent experience.
Certification in Site Reliability Engineering or cloud platforms (e.g., AWS) is a plus.
Equal Opportunity Employer: Citi is an equal opportunity employer and considers applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.
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The Apps Support Sr Analyst is a seasoned professional role for L2 SRE. Services Production Support is expanding the service offering to incorporate Services Reliability Engineering principles. This role blends traditional ITIL-based Production Management with Services Reliability Engineering, contributing to the development of new techniques and process improvements for the area. It requires in-depth knowledge of how areas integrate within the sub-function, coordination toward function and business objectives, and the ability to evaluate moderately complex issues with potential impact. Strong analytical skills, communication, and diplomacy are essential. Regularly assumes informal/formal leadership within teams, coaches and trains new recruits, and influences decisions through advisory and facilitation across the domain.
Responsibilities Provides expertise related to various Distributed Consumer Applications across multiple Lines of Business in North America.
Primary point of contact for the assigned domain within the Line of Business.
Enable production management processes in non-production environments to maintain environment stability.
Execute robust service readiness.
Facilitate standard toolset adoption for all services in the domain.
Support L2 with Problem management, Risk management and Change management, and CI/CD enablement for the SRE function.
Overall accountability for non-production stability in the area/domain.
Collaborate with Level 1 and Level 3 support teams to improve resolution rates, efficiency targets, and SLAs.
Partner with SRE enablement to identify key areas and provide SRE recommendations from UAT to Perf and Prod for key business transactions.
Knowledge of technologies such as OSE, Kubernetes, APIGEE, Platform services, DataPower, Google Cloud, AWS, CI/CD pipelines, ITIL, and Service Management.
Identify and lead the implementation of Service Automation to reduce cost and risk, improve efficiency, and enable Service Management to keep pace with evolving technologies.
Continuously evolve production management practices to improve efficiency and productivity.
Manage, maintain, and support applications and their operating environments with focus on stability, quality, and functionality against SLAs.
Review and develop contingency planning to ensure application availability.
Prioritize bug fixes and tooling requirements in collaboration with development and production support teams.
Engage in post-implementation analysis to ensure successful system design and functionality.
Assess technology implications, identify risks and security issues, and communicate impact.
Provide evaluative judgment based on analysis in complex situations; directly impact business by the quality of work from self and others.
Demonstrate strong communication and diplomacy to exchange complex information; participate in and own support project items focusing on stability, efficiency, and effectiveness.
Perform other duties as assigned and work with limited supervision; exercise independent judgment when appropriate.
Qualifications 6-10 years of development or production support experience; cloud technology experience is a plus.
Solid ITIL Foundation understanding.
Engineering background in systems administration, development, DevOps, or equivalent, preferably with distributed consumer applications experience.
Experience/familiarity with automation technologies, advanced analytics, and predictive modeling.
Ability to develop and manage relationships at all levels.
Experience with databases (Oracle, MSSQL, MongoDB, Teradata, DB2).
Experience in programming with UNIX shell scripting, Java, Python, etc.
Logging tools: ELK stack, Splunk, or similar.
Monitoring tools: Prometheus, Grafana, AppDynamics, ITRS Geneos, or similar.
Competent with cloud concepts (APIs, web services, microservices).
Strong analytical, algorithmic, and critical thinking skills.
Core Competencies / Skills Strong analytical and critical thinking skills; ability to break down tasks logically.
Solid understanding of systems and application design.
Systematic problem-solving approach.
Effective communication and sense of ownership.
Adaptable to large, complex, multi-team services.
Highly organized, detail-oriented, and thorough.
Ability to balance multiple tasks and projects and adapt to new variables.
Creative and innovative thinking with strong ownership, customer service, and integrity, demonstrated through clear communication.
Driven, self-motivated, and eager to learn.
Education Bachelor’s/University degree or equivalent experience.
Certification in Site Reliability Engineering or cloud platforms (e.g., AWS) is a plus.
Equal Opportunity Employer: Citi is an equal opportunity employer and considers applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.
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