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Citi Logo Citi · IT - Software Development

Application Production Support Engineer

India, Pune · Job Posted May 15, 2026
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Job Description

Provide front-line technical support: Diagnose and resolve production issues related to our generative AI applications, including performance bottlenecks, API errors, data inconsistencies, and infrastructure problems. Monitor application health: Utilize monitoring tools and dashboards to track key metrics, identify anomalies, and proactively address potential issues before they impact users. Incident Management: Follow established incident management procedures to document, escalate, and resolve production incidents, ensuring timely communication with stakeholders. Collaborate with engineering teams: Work closely with development and infrastructure teams to identify the root cause of issues, implement fixes, and prevent future occurrences. Develop and maintain documentation: Create and update technical documentation, including runbooks, knowledge base articles, and troubleshooting guides. Automate support tasks: Identify opportunities to automate repetitive tasks and improve support efficiency through scripting and tooling. Participate in on-call rotation: Provide on-call support on a rotational basis to ensure 24/7 coverage for critical applications. Continuous Improvement: Contribute to the continuous improvement of our support processes and tools by identifying areas for optimization and implementing best practices.

Job Responsibility

  • Provide front-line technical support: Diagnose and resolve production issues related to our generative AI applications, including performance bottlenecks, API errors, data inconsistencies, and infrastructure problems
  • Monitor application health: Utilize monitoring tools and dashboards to track key metrics, identify anomalies, and proactively address potential issues before they impact users
  • Incident Management: Follow established incident management procedures to document, escalate, and resolve production incidents, ensuring timely communication with stakeholders
  • Collaborate with engineering teams: Work closely with development and infrastructure teams to identify the root cause of issues, implement fixes, and prevent future occurrences
  • Develop and maintain documentation: Create and update technical documentation, including runbooks, knowledge base articles, and troubleshooting guides
  • Automate support tasks: Identify opportunities to automate repetitive tasks and improve support efficiency through scripting and tooling
  • Participate in on-call rotation: Provide on-call support on a rotational basis to ensure 24/7 coverage for critical applications
  • Continuous Improvement: Contribute to the continuous improvement of our support processes and tools by identifying areas for optimization and implementing best practices

Requirements

  • Bachelor's degree in Computer Science, Engineering, or a related field
  • 8-13 years of experience in application production support or a related role
  • Strong understanding of software development lifecycle and DevOps principles
  • Experience supporting cloud-based applications, preferably on AWS, Azure, or GCP
  • Proficiency in at least one scripting language (e.g., Python, Bash)
  • Familiarity with monitoring tools (e.g., Datadog, Prometheus, Grafana)
  • Excellent problem-solving and analytical skills
  • Strong communication and collaboration skills
  • A passion for AI and machine learning

Nice to have

  • Experience with generative AI models and algorithms (e.g., GANs, VAEs, Transformers)
  • Knowledge of MLOps principles and practices
  • Experience with containerization technologies (e.g., Docker, Kubernetes)
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