Applications Support Senior Analyst Job at Citi (Mississauga)

Job Description

The Applications Support Senior Analyst within Fixed Income Financial & Securitization (F&S) organization, will be responsible for production support of multiple applications used across Fixed Income F&S business at Citi. An exciting position in Production Support team within Fixed Income F&S Production Support in Mississauga, Canada. The team manages the day-to-day availability of the various FI F&S applications to ensure issues or status updates are accurately communicated to business users and also works on various project tasks with objectives to improve stability, efficiency and effectiveness of our production systems. The team has ownership for the production stability and operation of these systems to internal users and Citi’s external clients. The candidate will work closely with the colleagues in Mississauga, New York, London, Belfast, Singapore, Sydney, Hong Kong to ensure seamless 24 x 7 supports of applications for Fixed Income businesses. Perform incident and problem management on resolution, root cause analysis, escalation and prioritization to ensure process completion to service level agreements. Liaise with users and all other technology groups. Ensure the stability of applications by proactively seeking ways of improving stability by driving key initiatives like capacity planning, resiliency/failover projects and monitoring enhancement via SRE and JIRA projects. Provide ideas and conduct efficiency and effectiveness improvements in applications and support processes. Streamline process and automate repetitive tasks to reduce manual work. Perform Change Management, application deployment activities of application or infra-activities on production environment. Participate and provide support in onboarding of any new application components.

Job Responsibility

Provide L2 support for mission-critical F&S applications within Fixed Income Technology. This includes providing quick resolutions to app issues, driving stability, efficiency and effectiveness improvements
Work closely with the development, QA and business teams to determine strategy & priorities and to ensure that the team is meeting the business’ requirements. Ensure team delivers on these priorities and communicated progress effectively to all stakeholders
Work on technical solutions to be able to streamline, automate existing processes and provide smart monitoring solutions
Provide technical application support, monitoring the applications and technical platform, answer queries via phone, e-mail and other communication mediums
This group provides the detailed knowledge of the applications and the upstream and downstream dependencies. For example, they should be able to understand the application processes, database schema as an expert, but would not typically being be expected to read and understand the application code
Perform appropriate problem-solving tasks before passing to another team with previously agreed upon format, logs, etc
When dealing with major issues, the group would be expected to make key technical recommendations based on their knowledge of the systems and the process flows involved
Follow through to ensure each problem is resolved according to SLA. Effectively communicate issues and status updates with business support, regional colleagues, and development teams
Create and maintain a knowledge base to ensure that knowledge transfer takes place within the team. Liaise with business support teams and application development groups

Requirements

5-8 years’ experience in an Application Support role
Experience installing, configuring or supporting business applications
Experience with some relevant technologies ie Python, Shell, Linux, SQL, ECS are good to have along with willingness/ability to learn
Advanced execution capabilities and ability to adjust quickly to changes and re-prioritization
Effective written and verbal communications including ability to explain technical issues in simple terms that non-IT staff can understand
Demonstrated analytical skills
Issue tracking and reporting using tools
Knowledge/ experience of problem Management Tools
Good all-round technical skills
Effectively share information with other support team members and with other technology teams
Ability to plan and organize workload
Consistently demonstrates clear and concise written and verbal communication skills
Ability to communicate appropriately to relevant stakeholder
Bachelor’s/University degree or equivalent experience

Nice to have

Experience with some relevant technologies ie Python, Shell, Linux, SQL, ECS are good to have along with willingness/ability to learn

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Applications Support Senior Analyst

Job Description

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