Credit Risk - Applications Support Sr Analyst - C12 - SYDNEY

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.

About the Team: ICG Production Management

Our Production Management team provides critical business and technical support to the Institutional Client Group (ICG); working collaboratively to ensure that our platforms and services operate for our clients, whenever they need them. We act as highly skilled and valued partners to our businesses.

Working as part of our Production Management team, you will help deliver a world class client service and experience, by applying engineering, innovation, learning and risk management across our systems and user environments. We interact with a diverse range of people each day, collaborating to solve problems as well as to anticipate and remove them before they occur.

Citi’s distinct global network of people, data and relationships creates a mindset that allows us to identify opportunities, manage risks and connect dots for our clients in ways that others cannot. Our people really do make all the difference in our success. We’re a forward-thinking team. We’re looking for ambitious, capable professionals who thrive on collaboration and want to improve how things are done. In return, we offer rewarding work in a supportive environment, clear opportunities for progression and exciting company benefits.

Role and Position Overview

Working as an Apps Sup Tech Analyst, you will play an integral role in running and maintaining the production environment for Credit Risk Applications so that the Credit Risk Business users can confidently service their clients. You will be a member of a highly efficient team which is focused on building a robust Production Support platform through utilizing the latest technologies and SRE disciplines. The role sits within the Information Services group [ISG] Production Management team. ISG aims to be the best for our clients by creating a Service-Centric organization focused on digitizing ICG’s products/services, driving out manual work and delivering world-class Client experience and enabling growth via scalability. You will play an integral role in running and maintaining the production environment for all applications so that the Credit Risk Business users can confidently service their clients. If you can demonstrate an appetite to learn technical concepts, have strong problem-solving skills and an ability to build excellent working relationships then we want to hear from you!

You will be working closely with colleagues in APAC, EMEA and NAM to ensure perfect 24/7 support of our franchise critical applications. In addition, you will also partner with Support teams, Application Technology Development teams, Infrastructure teams and the Business Product owners.

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.
• Maintains application systems that have completed the development stage and are running in the daily operations of the firm.
• Manages, maintains and supports applications and their operating environments, focusing on stability, quality and functionality against service level expectations.
• Start of day checks, continuous monitoring, and regional handover.
• Perform same day risk reconciliations
• Develop and maintain technical support documentation.
• Identifies ways to maximize the potential of the applications used
• Assess risk and impact of production issues and escalate to business and technology management in a timely manner.
• Ensures that storage and archiving procedures are in place and functioning correctly
• Formulates and defines scope and objectives for complex application enhancements and problem resolution
• Reviews and develops application contingency planning to ensure availability to users.
• Partners with appropriate development and production support areas to prioritize bug fixes and support tooling requirements.
• Participate in application releases, from development, testing and deployment into production.
• Engages in post implementation analysis to ensure successful system design and functionality.
• Considers implications of the application of technology to the current environment. Identifies risks, vulnerabilities and security issues; communicates impact.
• Ensures essential procedures are followed and helps to define operating standards and processes.
• Act as a liaison between users/traders, interfacing internal technology groups and vendors.
• Expected to be able to raise problems to appropriate technology and business teams, while adhering to Service Level Agreements.
• Acts as advisor or coach to new or lower level analysts.
• Provides evaluative judgment based on analysis of factual information in complicated and unique situations.
• Directly impacts the business by ensuring the quality of work provided by self and others; impacts own team and closely related work teams.
• Exhibits sound and comprehensive communication and diplomacy skills to exchange complex information.
• Active involvement in and ownership of Support Project items, covering Stability, Efficiency, and Effectiveness initiatives.
• Performs other duties and functions as assigned.
• Has the ability to operate with a limited level of direct supervision.
• Can exercise independence of judgement and autonomy.
• 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.

Qualifications:

• 5-8 years experience in an Application Support role.
• Experience installing, configuring or supporting business applications.
• Experience with some programming languages and willingness/ability to learn.
• Advanced execution capabilities and ability to adjust quickly to changes and re-prioritization
• Effective written and verbal communications including ability to explain technical issues in simple terms that non-IT staff can understand.
• Demonstrated analytical skills
• Issue tracking and reporting using tools
• Knowledge/ experience of problem Management Tools.
• 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

Education:

• Bachelor’s/University degree or equivalent experience

Functional Key Responsibilities

• 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.
• Maintain Production environments with highest levels observability, resiliency, and recoverability.
• Partner with other regional teams for providing a stable Production Support coverage to Business.
• Manage, maintain, and support applications and their operating environments. This includes focusing on stability, quality, and functionality in line with service level expectations.
• Performs controlled resolution of incidents and problems including prioritization and escalation to relevant groups when appropriate, root cause analysis of all problems with follow-through to resolution.
• Champion stability initiatives to enable application high availability for Business-As-Usual which includes better monitoring, failover, and resiliency.
• Ensure Incident & Problem management procedures are diligently followed for the Production Management service.
• Ability to handle incidents, problems and change at a global enterprise level. Calm and analytical when faced with major incidents on critical systems.
• Implement and drive automations focused on productivity improvements and toil reduction
• Exhibits sound and comprehensive communication and diplomacy skills to exchange complex information with inherent confidence with operations and technology partners on a regional or global basis.
• Assess risk and impact of production issues, escalating to the business and technology management in a timely and appropriate manner.

Functional Knowledge and Technical Experience

• Unix/Linux and Shell scripting experience working and navigating unix systems
• Good Experience with Monitoring tools such as ITRS Geneos, AppDynamics, Datadog
• Good Experience with Log Aggregation tools such as ELK, Splunk.
• Expertise supporting ECS cloud hosted applications and Rest API Knowledge
• Experience working with Oracle, SQL server and MongoDB databases
• Experience with Middleware solutions such as Tibco EMS, MQ, Kafka
• Experience with Java or other programming languages and a willingness to learn new technologies
• Good written and verbal communication skills
• Autosys / CONTROL-M or other schedulers will be of added advantage.
• support experience in the financial industry will be an added benefit
• Experience using call/ticketing software
• UNIX shell scripting, Python / PERL will be of added advantage.
• Strong knowledge of Microsoft based operating systems

------------------------------------------------------

Job Family Group:

------------------------------------------------------

Job Family:

------------------------------------------------------

Time Type:

------------------------------------------------------

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.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View Citi’s EEO Policy Statement and the Know Your Rights poster.