Production Support Analyst - Automation Solutions, Officer

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

At Citi, we get to connect millions of people across hundreds of cities and countries every day. And we've been doing it for more than 200 years. We do this through our unparalleled global network. We provide a broad range of financial services and products to our clients – whether they be consumers, corporations, governments or institutions – to help them meet their biggest opportunities and face the world's toughest challenges.

We’re currently looking for a high caliber professional to join our team as Officer (C10), Production Support Analyst - Automation Solutions based in Chennai, India. Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future. For instance:

· Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country.

· We believe all parents deserve time to adjust to parenthood and bond with the newest members of their families. That’s why in early 2020 we began rolling out our expanded Paid Parental Leave Policy to include Citi employees around the world.

· We empower our employees to manage their financial well-being and help them plan for the future.

· Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.

· We have a variety of programs that help employees balance their work and life, including generous paid time off packages.

· We offer our employees resources and tools to volunteer in the communities in which they live and work. In 2019, Citi employee volunteers contributed more than 1 million volunteer hours around the world.

We are seeking a highly motivated and detail-oriented Production Support Analyst to join our team. The ideal candidate will be responsible for ensuring the smooth operation and compliance of our automation and technology inventory, providing critical support for production issues, and maintaining high service levels for our key systems.

In this role, you are expected to:

• Troubleshooting and Support:
  • Review and complete troubleshooting activities for automation inventory across SAS, Python, and Appian tools.
  • Provide timely and effective resolution for production issues related to these platforms.
• Inventory Management & Compliance:
  • Assist with the management and oversight of all FID, Robo ID, VDI, and other relevant technology inventory.
  • Ensure all technology inventory adheres to internal policies and regulatory compliance standards.
• Issue Analysis and Documentation:
  • Collaborate in conducting root cause analysis for all production issues.
  • Identify themes and attributes of recurring issues to inform long-term solutions.
  • Ensure all production issues, their resolutions, and root causes are properly documented.
• Vendor Support Coordination:
  • Assist with EERS (External Engagement and Relationship Management System) processes for vendor support teams, facilitating efficient communication and issue resolution with third-party providers.
• SAS Monitoring and SLA Adherence:
  • Monitor SAS production reports to ensure data accuracy and timely delivery.
  • Ensure that service level agreements (SLAs) are consistently met for all monitored reports and systems.
  • Manage and disseminate all necessary communications to stakeholders regarding system status, issues, and resolutions.

As a successful candidate, you’d ideally have the following skills and exposure:

• Proven experience in a production support or similar technical role.
• Strong understanding of and experience with SAS, Python, and/or Appian technologies.
• Familiarity with IT inventory management and compliance best practices.
• Excellent problem-solving and analytical skills for root cause identification.
• Ability to communicate effectively with technical and non-technical stakeholders.
• Experience with monitoring tools and incident management processes.
• Strong documentation skills.
• 2+ years experience in bank services.
• Excellent written and communication skills.
• Ability to influence, negotiate, and resolve conflicts as well as deal effectively with senior leaders from all functional backgrounds on all aspects of business operations.

Education:

• Bachelor’s/University degree or equivalent experience