Provide technical and business support for users of Citi. This includes providing quick resolutions to application issues, driving stability, efficiency, and effectiveness improvements to help the department and overall business succeed
Manage, maintain, and support applications and their operating environments. This includes focusing on stability, quality, and functionality in line with service level expectations
Perform start of day checks, continuous monitoring, regional handovers, and same day risk reconciliations
Develop and maintain technical support documentation
Partner with appropriate development and production support areas and teams to prioritize bug fixes and support tooling requirements
Assess risk and impact of production issues, escalating to the business and technology management in a timely and appropriate manner
Participate in application releases, maintenances, and validation into production environment
Qualifications
5-8 years of experience in a Production Support role/environment will be considered advantageous.
Basic knowledge or interest about apps support procedures, concepts and of other technical areas.
Basic Business knowledge/ understanding of financial markets and products.
Good customer service, communication and interpersonal skills
Consistently demonstrates clear and concise written and verbal communication skills
Knowledge of issue tracking and reporting using tools
Effectively share information with other support team members and with other technology teams
Ability to engage senior stakeholders and lead discussions with clear, articulate, and highly assertive communication skills
Experience in some Programming languages (Python, Shell scripting etc.) to automate any BAU process to achieve efficiency
Experience in Site Reliability Engineering (SRE) concepts and practices will be considered advantageous
Knowledge/experience of Change/Incident/Problem Management Tools.
Education
Bachelor’s/University degree or equivalent experience