Senior Application Support Engineer - Assistant Vice President

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Job Overview

The Apps Support Sr Analyst is a seasoned professional role. Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and work-flow for the area or function. Integrates subject matter and industry expertise within a defined area. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the function and overall business. Evaluates moderately complex and variable issues with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information. Requires good analytical skills in order to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Strong communication and diplomacy skills are required. Regularly assumes informal/formal leadership role within teams. Involved in coaching and training of new recruits. Significant impact in terms of project size, geography, etc. by influencing decisions through advice, counsel and/or facilitating services to others in area of specialization. Work and performance of all teams in the area are directly affected by the performance of the individual.

Responsibilities:

• The Application Support Senior Analyst provides technical and business support for users of Citi Applcations. This includes providing quick resolutions to app issues, driving stability, efficiency and effectiveness improvements to help us and the business succeed.

• Responsible to partner with multiple technology teams to ensure appropriate integration of functions to meet goals; identify and define necessary system enhancements; analyze existing system logic, identify problems; and recommend and implements solutions.

• Performing Incident/Outage Management, pro-actively collaborate with Development and Infrastructure partners to identify and remediate stability risks, and engage in crisis management and cross region handholding of issues.

• Investigation of incidents reported across a range of applications within our Custody Digital Assets and Settlements applications.

• Engagement with ITIL processes including Major Incident management, problem management, change management etc.

• Operate independently to identify process bottlenecks and proactively drive improvements by engaging the appropriate teams.

• Experience in performing resiliency activities such as disaster recovery coordination from Production to Contingency site from an Application Support perspective, and Application component level resiliency tests.

• Confidently handle outage communication with stakeholders in Business and Operations.

• Actively participate in defining and implementing application onboarding guidelines and standards in line with Non Functional Requirements. Provide direct technical guidance to development teams on stability and supportability improvements for the applications.

• Acts 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.

Recommended Qualifications:

• 5 plus years experience in an Application Support role.

• Practical problem solving and strategic thinking skills

• Demonstrated leadership, interpersonal skills and relationship building skills

• Service oriented attitude

• Ability to work in a fast-paced environment

• Experience working or leading requirement gathering efforts for multiple large development projects at one-time

• Proficient using basic technical tools and systems

• Good interpersonal and communication skills

• Good all-round technical skills

• Effectively share information with other support team members and with other technology teams

• Ability to plan and organize workload

• Consistently demonstrates clear and concise written and verbal communication skills

• Ability to communicate appropriately to relevant stakeholders

Skills and Competencies:

• Blockchain and Crypto Currency Technology Fundamentals Understanding of distributed ledgers, consensus mechanisms, and cryptographic principles as they apply to digital asset custody and settlement workflows.

• Cloud and Distributed Technology Support Experience Experience in supporting target technology stacks such as ECS, OpenShift, and microservices at L2/L3 level in distributed, cloud-native environments

• Site Reliability Engineering (SRE) Hands-on experience with modern observability, monitoring tools, automation tools, and resiliency management — including Open Telemetry, Grafana, and Google Cloud Observability (GCO).

• AI Tools & Continuous Learning Familiarity with AI-assisted tools and a demonstrated willingness to continuously learn and adopt emerging technologies to enhance support efficiency and innovation.

Technical Skills:

• SQL Server – SQL, Stored Procedures

• Oracle or other RDBMS

• Database performance and tuning

• Cloud Technologies (e.g., Openshift) and Micro Services

• Elastic Stack (ELK), Grafana, Google Cloud Observability (GCO) preferred

Education:

• Bachelor’s/University degree or equivalent experience

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In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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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.