Officer Production Support Intmd Analyst

The Production Support Intmd Analyst is a developing professional role. Deals with most problems independently and has some latitude to solve complex problems. Integrates in-depth specialty area knowledge with a solid understanding of industry standards and practices. Good understanding of how the team and area integrate with others in accomplishing the objectives of the subfunction/ job family. Applies analytical thinking and knowledge of data analysis tools and methodologies.

Requires attention to detail when making judgments and recommendations based on the analysis of factual information. Typically deals with variable issues with potentially broader business impact. Applies professional judgment when interpreting data and results. Breaks down information in a systematic and communicable manner. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Moderate but direct impact through close contact with the businesses' core activities.

Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams.

• Provide technical and business support for users of Citi Applications.
• Utilize good understanding of apps support procedures and concepts and basic knowledge of other technical areas to field issues and queries from stakeholders, provide short-term resolutions and work with relevant technology partners for long term remediation.
• Develop a comprehensive understanding of how areas of apps support collectively integrate to contribute to achieving business goals.
• Act as a liaison between users/traders, interfacing internal technology groups and vendors.
• Participate in disaster recovery testing.
• Participate in application releases, from development, testing and deployment into production.
• Perform post release checkouts after application releases and infrastructure updates.
• Develop and maintain technical support documentation.
• Consider implications of the application of technology to the current environment.
• Analyze applications to identify risks, vulnerabilities and security issues.
• Make evaluative judgments based on analysis of factual information; resolve problems by identifying and selecting solutions.
• Cooperate with Development colleagues to prioritize bug fixes and support tooling requirements.
• Directly impact the business by ensuring the quality of work provided by self and others; impacts own team and closely related work teams.
• Exchange ideas and information.
• Active involvement in and ownership of Support Project items, covering Stability, Efficiency, and Effectiveness initiatives.
• Perform other duties and functions as assigned in a concise and logical manner.
• Operate with a limited level of direct supervision.
• Exercise independence of judgment and autonomy.
• Act 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.

• 2-5 years experience Monitoring & Alerting:
  Experience with monitoring tools (e.g., Splunk, App Dynamics, Dynatrace, Prometheus, Grafana, ITRS) for proactive identification and resolution of issues.
• ITSM Tools:
  Proficiency with IT Service Management platforms (e.g., Service Now) for incident, problem, and change management.
• Documentation:
  Strong ability to create and maintain high-quality operational documentation, runbooks, and playbooks.
• Databases:
  Advanced knowledge of relational databases (e.g., Oracle, SQL Server, PostgreSQL).
• Middleware:
  Knowledge in messaging queues (e.g., MQ, Kafka), application servers (e.g., Web Sphere, Tomcat, JBoss), and web servers (e.g., Nginx, Apache).
• Networking:
  Strong understanding of network protocols, load balancing, firewalls, and connectivity troubleshooting.
• Cloud Technologies:
  Knowledge with cloud platforms (e.g., AWS, Azure, GCP) and containerization technologies (e.g., Docker, Kubernetes).
• Programming/Scripting:
  Basic scripting skills (e.g., Python, Shell, Perl) for automation, monitoring, and problem resolution.
• Familiarity with common programming languages used in the supported applications (e.g., Java, .NET,…