Issuer Services Application Support - Assistant Vice President

Overview

Engineer the future of global finance. Citi Tech supports finance with scalable systems across 180+ countries, deploying advanced AI and shaping global markets. Join a team where your work can influence economies, drive innovation, and benefit from mentorship, continuous learning, and flexible options including potential hybrid work.

We are seeking a high‑performing Application Support Senior Analyst to provide L2 production support for critical applications in our global environment. The role focuses on incident resolution, system monitoring, and operational stability, and involves collaboration with Tech Leads, development teams, and external vendors.

The ideal candidate will bring strong technical troubleshooting skills, operational discipline, and the ability to perform under pressure in a fast-paced environment.

Key Responsibilities

• Provide L2 support for business‑critical applications (file transfer, batch processing, payments systems)
• Actively manage P1/P2 incidents, ensuring timely resolution and escalation where required
• Participate in incident bridges and provide clear status updates
• Ensure adherence to SLA/OLA targets

Monitoring & Operational Support

• Monitor application health and proactively identify issues
• Execute daily health checks and batch validations
• Support file transfer monitoring and reconciliation processes
• Perform initial impact assessment and recovery actions

Problem Management & Continuous Improvement

• Support Root Cause Analysis (RCA) for incidents
• Identify and flag recurring issues to Tech Leads
• Maintain runbooks, SOPs, and knowledge base articles
• Contribute to automation and monitoring improvements

Vendor & Stakeholder Interaction

• Coordinate with external vendors for issue resolution
• Liaise with internal technology, operations, and business teams
• Provide regular updates during incidents and service disruptions

Change & Release Support

• Support production deployments and change activities
• Perform post-release checks and validations
• Ensure minimal disruption during releases

Required Skills & Experience

Technical Skills

• Experience in Application / Production Support, with strong knowledge of:
• Unix/Linux and/or Windows environments
• SQL / database querying and troubleshooting
• File transfer protocols (SFTP, batch jobs)
• Scheduling tools (Autosys, Control-M or similar)
• Experience with monitoring tools (Splunk, AppDynamics)

Functional Skills

• Good understanding of incident management processes (ITIL)
• Strong troubleshooting and analytical skills
• Ability to prioritize and manage multiple issues under pressure
• Effective communication and coordination skills

Preferred

• Experience in Banking / Financial Services / Payments domain
• Exposure to high‑volume transactional systems
• ITIL Foundation certification

What we’ll provide you

By joining Citi, you will be part of a business‑casual workplace with a hybrid working model (up to 2 days working at home per week). You will receive a competitive base salary (annually reviewed) and enjoy additional benefits such as:

• 27 days annual leave (plus bank holidays)
• A discretionary annual performance‑related bonus
• Private Medical Care & Life Insurance
• Employee Assistance Program
• Pension Plan
• Paid Parental Leave
• Special discounts for employees, family, and friends
• Access to learning and development resources

We are committed to creating a workplace where everyone can be their whole self, every day, and we encourage the best talent from around the world to join, stay, and thrive.

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