App Support Senior Analyst, Citi

Citi

Location:
India, Chennai

Category:
IT - Administration

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

The role is with Services - Client & Services Assurance group, specifically under the BCC - Orion stream. The group's primary responsibility involves monitoring TTS Payments business critical flows while following Reliability Engineering principles. The objective is to monitor, identify, and troubleshoot issues in real-time payment processing flows to achieve faster Time to Detect and Mean Time to Resolve (MTTR) for incidents. The App Support Senior Analyst will handle production support, troubleshoot software applications, and engage stakeholders in incident management. They will also work on service efficiency projects to enhance client experience.

Job Responsibility:

Production Support of monitoring the critical payments processing flows
Investigate alerts to identify root cause by applications flow deep dive
Engage & escalate the corresponding Payments Tech & Production support teams or subject matter experts for major and complex incidents/issues
Stakeholder communication for system and business service availability
Major Incident Management: Facilitate the coordination, communication and escalation of incidents impacting the delivery of TTS Services flow to client facing teams
Identify and remove operational toils from day-to-day support operational book of work
Identify & Lead service efficiency & stability improvement project initiatives to improve overall client experience
Serve as a liaison between the Business and Technology teams, promoting rapid escalation of incidents or market events, lending a business perspective to remediation options

Requirements:

Technology academic degree with 4-6 years of relevant work experience
Financial services Experience/ Payments domain experience is a Plus
Hands-on experience on common database skills like sql queries (Oracle, Mongo DB, Sybase)
Working knowledge of popular application monitoring tools like Grafana, ITRS Geneos, AppDynamics
Basic understanding of webserver technologies (WebLogic or WebSphere)
Good understanding of Middleware technologies like (MQ, Kafka etc.)
Working knowledge on ITIL tools like ServiceNow [ITIL Foundation Certification preferred]
Strong tech trouble shooting or problem-solving skills with good verbal and written communication skills
Basic understanding of Observability, Site Reliability Engineering (SRE) and Open Telemetry Principles

Nice to have:

Financial services Experience/ Payments domain experience is a Plus

Additional Information:

Job Posted:
July 10, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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App Support Senior Analyst