Job Description:
This support role requires experience within application support operations. The individual in this position is expected to understand and follow IT operations procedures, daily support practices, major incident support, and active involvement in Level 1 release, deployment, and post-deployment checkout activities, alongside meticulous change task handling. Should be able to provide feedback to the leadership team for continuous service improvement and operational excellence. Maintaining an awareness of all workflows and automation/efficiency opportunities, App Support Analyst should be able to provide input to management on automation enhancements and workflow optimization opportunities. It is expected that the candidate has demonstrated historical competency in application support, possesses the technical aptitude to progress towards cross-disciplinary application operations support, and has proven experience with L1 release and deployment processes, including executing post-deployment validation and checkout procedures, and efficient handling of change tasks. This role is responsible for executing the L1 application support, batch support, release and deployment activities, comprehensive post-deployment checkouts, and precise change task handling, as well as administration activities, including application support maintenance, technical guidance, and security in coordination with the SMBF Production Management teams. The overall objective is to use application knowledge and identified policies to process data, resolve issues, and execute administrative tasks. In this role, you will be responsible for monitoring Citi SMBF applications via centralized monitoring toolsets, providing professional first-line support for our internal customers, and coordinating service restoration and deployment activities, including essential checkouts.
