Application Support Analyst

Citi's Securities Services division is looking for a Senior Production Support Analyst to join the Data & Client Platforms (DCP) Production Support team — a globally distributed, 24×6 operation that keeps business-critical and client-facing data and reporting platforms running for some of the world's largest institutional investors.

Responsibilities

• Deliver L2 production support across the DCP application portfolio — managing incident triage, investigation, escalation, and resolution within a global follow-the-sun model to ensure seamless 24×6 platform coverage.
• Coordinate start-of-day platform checks, continuous monitoring, and structured regional handovers, maintaining SLA adherence and clear stakeholder communication throughout the incident lifecycle via ServiceNow.
• Serve as the internal operational point of contact for client-impacting incidents, providing timely and accurate communication to client-facing teams including Client Services, Technology Relationship Managers, and Operations.
• Identify recurring incident patterns and drive structured problem management to eliminate root causes, reduce manual effort, and prevent reoccurrence across the platform portfolio.
• Improve platform observability and operational efficiency by contributing to automation and monitoring initiatives using Grafana, ITRS Geneos, and GCO — reducing the volume of manual interventions required.
• Act as subject matter expert (SME) for one or more platforms, owning operational knowledge, coaching junior analysts, and serving as the escalation point for complex issues.
• Adopt and apply AI-assisted tooling for incident troubleshooting, automated investigation, and resiliency gap detection — contributing to Citi's firm-wide intelligent operations strategy.
• Manage change management activities including release preparation, deployment support, post-implementation review, and production risk assessments to support safe and controlled platform evolution.

Required qualifications & skills

• 5+ years of experience in application support, production management, or platform operations — ideally within financial services or data-intensive environments, with hands-on experience across data pipelines, reporting platforms, or client-facing financial applications.
• Active ITRS Geneos monitoring and alerting experience, including dashboard configuration and alert management at an administrator level.
• SQL proficiency sufficient to independently investigate data quality issues across relational and cloud databases.
• Demonstrated practice of ITIL-aligned incident, problem, and change management — with a structured, process-disciplined approach to production operations.
• Shell or Python scripting ability applied to the automation of operational tasks — not just theoretical awareness, but practical, working implementation.
• Experience operating within a global follow-the-sun support model, including shift handovers, on-call discipline, and cross-regional coordination.
• Bachelor's degree in Computer Science, Information Technology, Engineering, Finance, or a related discipline — or equivalent professional experience.

Beneficial skills & qualifications

• Hands-on experience with cloud data platforms such as Snowflake, Apache Kafka, Amazon S3, Databricks, or Couchbase.
• Experience building or maintaining Grafana or ITRS dashboards for proactive platform monitoring.
• Domain knowledge in Securities Services, Investor Services, or Capital Markets environments.
• Exposure to AI-assisted operations tooling — including agentic triage, automated root cause analysis, or intelligent monitoring platforms.
• A track record of leading or mentoring a support team, with evidence of SME accountability and knowledge transfer in a senior operational capacity.

What we offer

• Joining DCP Production Support means taking on a role with genuine strategic weight — supporting the data and client experience infrastructure that underpins Citi's Securities Services business globally.
• You’ll work alongside a high-performing, globally distributed team that is actively investing in automation, AI-assisted operations, and engineering capability, with real opportunities to shape how production support evolves at one of the world's leading financial institutions.
• Direct involvement in major platform transformation programmes — including cloud data lake modernisation, client platform migration, and consolidation of data services across Citi's Investor and Issuer Services business lines.
• Early access to AI-assisted production management tooling, aligned to Citi's firm-wide intelligent operations strategy — putting you at the forefront of how financial services production support is evolving.
• Global reach and career mobility within a follow-the-sun team spanning EMEA, North America, and Asia Pacific, with genuine cross-regional collaboration and exposure.
• A hybrid working model with 3 days in the office and 2 days working remotely, offering a balance between collaborative team working and personal flexibility.
• A clear path to grow beyond incident management — the team is building engineering capability, and senior analysts are expected to lead automation initiatives, mentor colleagues, and influence platform design decisions.
• Access to Citi's broader learning, development, and wellbeing programmes — supporting your professional growth and long-term career at a firm with global scale and impact.

Primary Location Full Time Salary Range: $94,300.00 - $141,500.00

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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