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Job Overview

Job Title: Application Support Analyst (CTO 24/7))

Overview

The Application Support Analyst is a key member of the team, providing hands-on technical and operational support for Citi applications. This role focuses on maintaining the stability, efficiency, and functionality of applications, ensuring quick resolution of issues, and contributing to the overall success of business operations. The ideal candidate should possess experience in an application support role, demonstrating foundational technical skills, problem-solving abilities, and effective communication.

Key Responsibilities

• Provide technical and operational support for users of Citi applications, focusing on incident resolution and issue triage.
• Perform routine monitoring and health checks of application systems, including daily start-of-day checks and regional handover procedures.
• Contribute to the maintenance and upkeep of technical support documentation.
• Participate in application release cycles, including deployment and post-implementation verification.
• Respond to and troubleshoot production issues, escalating complex problems to L2/L3 teams and technology management as required.
• Utilize monitoring and logging tools (e.g., Grafana, Kibana, ITRS) for identifying and diagnosing application issues.
• Use incident management and issue tracking tools (e.g., ServiceNow, JIRA) to record, track, and update incidents and problems.
• Act as a point of contact for user queries and provide timely updates on incident status.
• Liaise with internal technology groups (e.g., L2 & Tech) to facilitate issue resolution under guidance.
• Contribute to the identification of opportunities to improve application performance and efficiency.
• Adhere to established operating standards and processes, and assist in implementing best practices.
• Develop a solid understanding of application contingency planning and high availability concepts.
• Work collaboratively with L2 & Tech to address bug fixes and support tooling needs.
• Contribute to the assessment of risks and vulnerabilities within the application environment and escalate concerns appropriately.
• Engage in continuous learning, particularly in areas like scripting, automation, and new technologies.

Required Skills and Experience

• Foundational knowledge of ITIL principles and production support processes, with comfort in working in a 24/7 operational model.
• Familiarity with CI/CD concepts.
• Experience with troubleshooting techniques and log analysis for application environments.
• Basic experience in using prompts with AI tools.
• Good communication skills, with the ability to clearly articulate technical information and handle user interactions.
• Ability to prioritize and manage daily tasks effectively.
• Demonstrated analytical and problem-solving skills for diagnosing and resolving application issues.
• Basic technical skills, including exposure to scripting languages (e.g., Python) or a strong willingness to learn and apply them for automation.

Technical Tools & Platforms

• Monitoring & Logging: Grafana, Kibana, ITRS
• Service Management: ServiceNow (Incident, Problem, Change Management)
• Containerization & Orchestration: OpenShift
• Basic knowledge in CI/CD Tools

Qualification

·3- 7 years’ experience

·Technical skillset- Mandatory- Unix and SQL

Education

• Bachelor's/University degree or equivalent experience.