Ops Sup Intermed Analyst

Discover your future at Citi

Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

Job Overview

The Ops Sup Intermed Analyst is an intermediate level position responsible for providing operations support services, including but not limited to; record/documentation maintenance, storage & retrieval of records, account maintenance, imaging and the opening of accounts in coordination with the Operations - Core Team. Additionally, the Ops Sup Intermed Analyst serves as the liaison between operations staff, relationship managers, project managers, custodians and clients. The overall objective of this role is to provide day-to-day operations support in alignment with Citi operations support infrastructure and processes.

Responsibilities:

• Act as the primary point of contact for all production support issues related to the PUMA automation framework.
• Manage and lead the resolution of critical incidents, ensuring timely communication to stakeholders and root cause analysis (RCA) is performed.
• Oversee the end-to-end lifecycle of incident tickets, from initial logging to closure.
• Provide expert guidance and support to end-users, addressing their queries and technical challenges with the framework.
• Lead the deployment of new framework code and updates, ensuring all changes are thoroughly tested and follow established change management protocols.
• Manage all change tickets associated with framework modifications, upgrades, and patches.
• Coordinate with development and QA teams to schedule and implement changes with minimal impact on production.
• Plan and execute upgrades of the PUMA automation framework components, ensuring compatibility and seamless integration.
• Address End-of-Vendor-Support (EOVS) and End-of-Life (EOL) issues for all framework components by planning and implementing timely replacements or upgrades.
• Collaborate with infrastructure teams to ensure OS Vulnerability and Threat Management (VTM) patches are applied to all resources attached to the framework.
• Work with monitoring tools to proactively identify potential issues and ensure the health and performance of the framework.
• Perform regular system health checks and maintenance tasks to prevent incidents.
• Provide expert guidance and support to users of the Analytical Services Platform regarding the PUMA framework.
• Maintain and update comprehensive support documentation, runbooks, and knowledge base articles.

Qualifications:

• 4-6 years of relevant experience
• Hands-on experience supporting and deploying automation frameworks or complex enterprise applications.
• Proven experience with change management and incident management processes.
• Experience with code deployment pipelines and tools (e.g., Jenkins, GitLab CI/CD).
• High level knowledge of related to industry standards and practices
• Ability to work unsupervised and adjust priorities quickly as circumstances dictate
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills, with the ability to articulate complex technical issues to both technical and non-technical audiences.
• Ability to work effectively under pressure and manage multiple priorities in a fast-paced environment.
• A proactive, results-oriented attitude with a strong focus on service quality and reliability.
• Experience with ticketing systems such as Jira, ServiceNow, or similar.
• Familiarity with operating systems (Linux is a must, Windows is a plus) and system administration tasks.
• Knowledge of database concepts and SQL.

Education:

• Bachelor’s degree/University degree or equivalent experience