Senior Application Support Engineer Job at Citi (Mississauga)

Job Description

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
This includes providing quick resolutions to app issues, driving stability, efficiency and effectiveness improvements to help us and the business succeed
Responsible to partner with multiple technology teams to ensure appropriate integration of functions to meet goals
identify and define necessary system enhancements
analyze existing system logic, identify problems
and recommend and implements solutions
Performing Incident/Outage Management, pro-actively collaborate with Development and Infrastructure partners to identify and remediate stability risks, and engage in crisis management and cross region handholding of issues
Investigation of incidents reported across a range of applications within our Custody Digital Assets and Settlements applications
Engagement with ITIL processes including Major Incident management, problem management, change management etc
Operate independently to identify process bottlenecks and proactively drive improvements by engaging the appropriate teams
Experience in performing resiliency activities such as disaster recovery coordination from Production to Contingency site from an Application Support perspective, and Application component level resiliency tests
Confidently handle outage communication with stakeholders in Business and Operations
Actively participate in defining and implementing application onboarding guidelines and standards in line with Non Functional Requirements
Provide direct technical guidance to development teams on stability and supportability improvements for the applications
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 plus years experience in an Application Support role
Practical problem solving and strategic thinking skills
Demonstrated leadership, interpersonal skills and relationship building skills
Service oriented attitude
Ability to work in a fast-paced environment
Experience working or leading requirement gathering efforts for multiple large development projects at one-time
Proficient using basic technical tools and systems
Good interpersonal and communication skills
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
Blockchain and Crypto Currency Technology Fundamentals Understanding of distributed ledgers, consensus mechanisms, and cryptographic principles as they apply to digital asset custody and settlement workflows
Cloud and Distributed Technology Support Experience Experience in supporting target technology stacks such as ECS, OpenShift, and microservices at L2/L3 level in distributed, cloud-native environments
Site Reliability Engineering (SRE) Hands-on experience with modern observability, monitoring tools, automation tools, and resiliency management — including Open Telemetry, Grafana, and Google Cloud Observability (GCO)
AI Tools & Continuous Learning Familiarity with AI-assisted tools and a demonstrated willingness to continuously learn and adopt emerging technologies to enhance support efficiency and innovation
SQL Server – SQL, Stored Procedures
Oracle or other RDBMS
Database performance and tuning
Cloud Technologies (e.g., Openshift) and Micro Services
Elastic Stack (ELK), Grafana, Google Cloud Observability (GCO) preferred
Bachelor’s/University degree or equivalent experience

Nice to have

Elastic Stack (ELK), Grafana, Google Cloud Observability (GCO)

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Senior Application Support Engineer

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