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Citi Logo Citi · IT - Administration

Application Support Technology Lead Analyst

India, Pune Employment contract · Job Posted June 10, 2026
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Job Description

We are seeking an experienced Application Support Tech Lead Analyst to lead production support for critical applications within our global ecosystem. This role will own incident management, system stability, stakeholder engagement, and vendor coordination, ensuring high availability and resilience of business-critical platforms. The ideal candidate will bring strong technical depth, leadership capability, and operational discipline to drive proactive support, automation, and continuous improvement.

Job Responsibility

  • Lead L2/L3 support for critical applications (e.g., file transfer systems, payment processing, middleware)
  • Act as incident commander for P1/P2 incidents, ensuring timely resolution and communication
  • Drive root cause analysis (RCA) and preventive actions
  • Ensure adherence to SLA/OLA commitments
  • Manage end-to-end incident lifecycle (detection → resolution → closure)
  • Chair/participate in incident reviews & problem management forums
  • Identify patterns and drive permanent fixes for recurring issues
  • Maintain strong documentation for known errors and runbooks
  • Act as primary interface with external vendors
  • Drive accountability for vendor issues and escalations
  • Collaborate with business, operations, and technology teams globally
  • Provide regular status updates and executive-level summaries
  • Define and implement proactive monitoring and alerting controls
  • Drive automation and predictive support capabilities
  • Perform trend analysis to improve system reliability
  • Ensure environment health checks and capacity planning
  • Support production releases and change management processes
  • Perform risk assessments and post-release validations
  • Ensure minimal disruption during deployments
  • Produce MIS reports, dashboards, and incident analytics
  • Track KPIs (availability, MTTR, incident trends)
  • Support audit, compliance, and risk requirements

Requirements

  • 8–12 Years experience in Application / Production Support environments
  • Knowledge of File transfer platforms (SFTP, middleware, batch processing)
  • Unix/Linux, Windows environments
  • SQL / database troubleshooting
  • Scheduling tools (Autosys, Control-M, etc.)
  • Familiarity with monitoring tools (Splunk, AppDynamics, etc.)
  • Understanding of ITIL framework (Incident, Problem, Change Management)
  • Proven ability to lead support teams and handle critical incidents
  • Strong analytical and troubleshooting skills
  • Excellent communication and stakeholder management
  • Experience working with global teams and external vendors
  • Bachelor's/University degree
  • Experience in Banking / Financial Services / Payments domain
  • Exposure to high-availability and real-time processing system
  • Understanding of vendor governance and escalation frameworks
  • ITIL certification (preferred)

Nice to have

  • Master's degree preferred
  • ITIL certification (preferred)
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