Applications Support Analyst

Responsibilities

• Provide technical and business support for Citi applications, ensuring high availability, stability, and performance of critical production systems.
• Utilize strong application support knowledge to investigate issues, provide short-term resolutions, and partner with Engineering, Development, Infrastructure, and Vendor teams for long-term remediation.
• Develop a comprehensive understanding of end-to-end application architecture, integrations, and business workflows.
• Act as a liaison between business users, technology teams, and external vendors to resolve application and infrastructure issues.
• Participate in application releases across development, testing, deployment, and production environments, including post-release validation and production readiness reviews.
• Perform proactive monitoring and support of production systems using observability and monitoring tools such as Grafana, Splunk, Dynatrace, AppDynamics, OpenTelemetry (OTel), Elastic, or similar platforms.
• Analyze application, infrastructure, and business transaction telemetry including metrics, logs, traces, and alerts to identify service degradation, root causes, and performance bottlenecks.
• Own incident management activities, including troubleshooting, impact assessment, escalation coordination, stakeholder communication, and post-incident reviews.
• Perform detailed root cause analysis using application logs, SQL queries, MongoDB queries, Unix/Linux commands, monitoring dashboards, and system diagnostics.
• Support engineering initiatives focused on application reliability, performance optimization, automation, resiliency, operational excellence, and platform modernization.
• Develop and maintain operational runbooks, support documentation, knowledge repositories, and standard operating procedures.
• Participate in disaster recovery testing, business continuity exercises, and resiliency assessments.
• Collaborate with Development and Engineering teams to prioritize defect fixes, technical debt reduction, observability enhancements, and support tooling requirements.
• Identify opportunities to automate manual operational activities and improve monitoring, alerting, and support processes.
• Analyze applications to identify risks, vulnerabilities, performance issues, and security concerns, recommending remediation actions where appropriate.
• Leverage SQL and MongoDB to perform data analysis, issue investigation, transaction validation, and operational reporting.
• Utilize Unix/Linux environments to perform troubleshooting, log analysis, application validation, scripting, and production support activities.
• Drive stability, efficiency, effectiveness, and observability initiatives to improve application reliability and reduce operational risk.
• Serve as a Subject Matter Expert (SME) for supported applications and provide technical guidance to team members and stakeholders.
• Exercise independent judgment in resolving complex technical issues while ensuring compliance with organizational standards and controls.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients, and assets.

Qualifications

• 4-9 years of experience in Application Support, Production Support, Site Reliability Engineering (SRE), Platform Support, or related technical roles.
• Experience supporting distributed applications in production environments with a focus on stability, reliability, and performance.
• Working knowledge of observability concepts including Metrics, Logs, Traces, Alerting, Monitoring, and OpenTelemetry (OTel).
• Experience with monitoring and observability tools such as Grafana, Splunk, Dynatrace, AppDynamics, Elastic, New Relic, or similar platforms.
• Strong troubleshooting and analytical skills with the ability to diagnose complex application, infrastructure, and data-related issues.
• Hands-on experience writing SQL queries for data validation, troubleshooting, reporting, and production investigations.
• Working knowledge of MongoDB including querying, analyzing collections, and troubleshooting application data issues.
• Experience working in Unix/Linux environments, including log analysis, process monitoring, file management, shell scripting, and production support operations.
• Understanding of application architecture, APIs, middleware technologies, databases, messaging systems, and cloud-based platforms.
• Exposure to automation and engineering practices that improve operational efficiency and reduce manual support activities.
• Experience with incident, problem, change, and release management processes.
• Knowledge of issue tracking, service management, and reporting tools such as ServiceNow, Jira, or equivalent platforms.
• Understanding of DevOps, CI/CD pipelines, and software development lifecycle processes.
• Ability to perform root cause analysis and drive corrective and preventive actions.
• Basic understanding of financial services, transaction processing, and banking applications is preferred.
• Effective communication, stakeholder management, and collaboration skills.
• Ability to prioritize workload, manage multiple tasks, and work effectively in a fast-paced production support environment.
• Strong customer focus with excellent verbal and written communication skills.
• Demonstrated ability to work independently while collaborating effectively across cross-functional teams.

Technical Skills (Preferred)

• SQL
• MongoDB
• Unix/Linux
• Shell Scripting
• Grafana
• Splunk
• OpenTelemetry (OTel)
• Dynatrace/AppDynamics
• REST APIs
• JSON/XML
• Git
• Jira
• ServiceNow
• CI/CD Tools
• Incident & Problem Management
• Application Performance Monitoring (APM)
• Cloud Technologies (AWS, GCP, Azure) exposure preferred

Education

Bachelor's degree in Computer Science, Information Technology, Engineering, or equivalent professional experience.

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