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The Apps Support Sr Analyst is a seasoned professional role. Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and work-flow for the area or function. Integrates subject matter and industry expertise within a defined area. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the function and overall business. Evaluates moderately complex and variable issues with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information. Requires good analytical skills in order to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Strong communication and diplomacy skills are required. Regularly assumes informal/formal leadership role within teams. Involved in coaching and training of new recruits. Significant impact in terms of project size, geography, etc. by influencing decisions through advice, counsel and/or facilitating services to others in area of specialization. Work and performance of all teams in the area are directly affected by the performance of the individual.
Job Responsibility:
The Application Support Senior Analyst provides technical and business support for users of Citi Applications
Provides quick resolutions to app issues, driving stability, efficiency and effectiveness improvements
Maintains application systems that have completed the development stage and are running in the daily operations of the firm
Manages, maintains and supports applications and their operating environments, focusing on stability, quality and functionality against service level expectations
Start of day checks, continuous monitoring, and regional handover
Perform same day risk reconciliations
Develop and maintain technical support documentation
Identifies ways to maximize the potential of the applications used
Assess risk and impact of production issues and escalate to business and technology management in a timely manner
Ensures that storage and archiving procedures are in place and functioning correctly
Formulates and defines scope and objectives for complex application enhancements and problem resolution
Reviews and develops application contingency planning to ensure availability to users
Partners with appropriate development and production support areas to prioritize bug fixes and support tooling requirements
Participate in application releases, from development, testing and deployment into production
Engages in post implementation analysis to ensure successful system design and functionality
Considers implications of the application of technology to the current environment
Identifies risks, vulnerabilities and security issues
communicates impact
Ensures essential procedures are followed and helps to define operating standards and processes
Act as a liaison between users/traders, interfacing internal technology groups and vendors
Expected to be able to raise problems to appropriate technology and business teams, while adhering to Service Level Agreements
Acts as advisor or coach to new or lower level analysts
Provides evaluative judgment based on analysis of factual information in complicated and unique situations
Directly impacts the business by ensuring the quality of work provided by self and others
Impacts own team and closely related work teams
Exhibits sound and comprehensive communication and diplomacy skills to exchange complex information
Active involvement in and ownership of Support Project items, covering Stability, Efficiency, and Effectiveness initiatives
Performs other duties and functions as assigned
Has the ability to operate with a limited level of direct supervision
Can exercise independence of judgement and autonomy
Acts as SME to senior stakeholders and /or other team members
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency
Requirements:
5-8 years experience in an Application Support role
Experience installing, configuring or supporting business applications
Experience with some programming languages and 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 stakeholders
Bachelor’s/University degree or equivalent experience
Skills: UNIX/Linux · UNIX/Linux/Windows · Advanced Scripting, automation, debugging · OS / Administration Certifications preferred SQL/ORACLE/SYBASE · Advanced Query writing and debugging · Data Analytics and Reporting Abilities · Programming Languages – Desirable SHELL SCRIPTING · Perl scripting · C or C++ familiarization · C#, .Net, Java, HTML5 familiarization Minimum 4-5 years’ hands-on experience in above skills
Competencies · Strong social, positive, can-do attitude to quickly learn and take own initiative to deliver innovative and productive solutions · Ability to communicate well at all levels · Good interpersonal skills · Ability to work under stress and time constraints · Maintains good relationships with colleagues and builds strong professional networks
Working knowledge of various components and technologies under Cloudera distribution like HDFS, Hive, Impala, Spark, YARN, Sentry, Oozie, Kafka
Very good knowledge on analyzing the bottlenecks on the cluster - performance tuning, effective resource usage, capacity planning, investigating
Perform daily performance monitoring of the cluster - Implement best practices, ensure cluster stability and create/analyze performance metrics
Hands-on experience in supporting applications built on Hadoop
Experience in Technical Production Support roles preferably within a large scale, global financial services organization
Experience as a member of a Production Support group in a high availability / critical environment
Experience in providing communications across business and technology partners at varying levels, across a medium to large scale enterprise
Lead and participate in the incident response lifecycle, including detection, triage, mitigation, resolution, and post-incident analysis
Drive efforts to reduce Mean Time To Recovery (MTTR)
Implement and enhance comprehensive monitoring, logging, and alerting solutions to provide deep insights into system health and performance
Define and track Service Level Indicators (SLIs) and Service Level Objectives (SLOs)
Evaluates moderately complex and variable issues with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information
Ensure compliance with SRE best practices
Timely and effectively escalate complex or unresolved issues to Level 2 SREs, development teams, or other specialized support groups, providing comprehensive handover information
Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and workflow for the area or function
Implement and enforce robust change management processes to minimize risks associated with system modifications and deployments
Production support experience in specific wealth management application domains is highly desired
Working with various interfacing teams across multiple locations and time-zones
Work closely with development teams, product managers, and other stakeholders to ensure operational requirements are met throughout the application lifecycle
Communicate technical information clearly to diverse audiences
Supporting multiple applications, establishing ITIL standard methodologies, processes, and procedures
Executing effective support and process models
Ability to Analyse and Correct Data
Ensure systems adhere to security best practices, compliance regulations, and internal policies
Participate in on-call rotations including weekend coverages to provide 24/7 support for critical systems, system changes and respond to production incidents
Experience in Incident, Problem Management: Incident tracking & reporting
Problem tracking & reporting until resolution to ensure reduction of production Incidents
Experience in setting up and working with Diagnostics and Analytical tools like HP Diagnostics, ITRS etc. that improves efficiency
Automated Deployment tools like uDeploy etc
Experience in change and Release Management: Ensure timely Review and Sign off on all application related changes, Ensure proper deployment within the timeline and post implementation Application Availability
Leading the COB test of in house applications and Vendor Applications involving multiple data centers, partners, locations and time zones
Experience in dealing with Vendor Application Teams: Co-ordinate with Vendor Support teams on Vendor Application issues & Version upgrades
Ability to drive solutions with effective communication, provide directions to the team during day-to-day production support matters & foresee application risks
Experience in aspects of production monitoring capabilities to catch & dispatch production issues and liaise with business or technology stakeholders for end-to-end support & recovery
Influential skills to attain platform stability in partnership with cross functional teams like, infrastructure, platform support and application development to get solutions implemented
Supervise production team members and evaluate performance, effectiveness, quality of deliverables, TAT, workload, prioritization of work
What we offer:
medical, dental & vision coverage
401(k)
life, accident, and disability insurance
wellness programs
paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays