Production Support Analyst (Officer)

About the role

Citi Funds Transfer Pricing (CitiFTP) is a strategic Treasury platform expanding as part of Treasury's transformation roadmap, supporting funds transfer pricing processes globally. The Production Support Analyst provides application production support, incident management, operational monitoring and release support across the CitiFTP platform, working closely with Development, Infrastructure, Operations and Business teams.

Key responsibilities

• Provide Level 2/Level 3 application support, investigate and resolve production incidents, service requests and application issues, and perform root cause analysis
• Monitor application health, inbound/outbound feeds, batch processing and SLA adherence, and coordinate incident resolution across teams; take part in on-call rotations
• Support releases across development, test, UAT and production, validate deployments and verify post-release changes
• Write complex SQL queries, use Unix/Linux scripting, monitor scheduled jobs and batch processing, and maintain support documentation and knowledge articles
• Identify process improvements and automation opportunities, and report operational metrics to management and stakeholders
• Communicate incident status and risks, and coordinate with business users, operations teams and technology partners

Required profile

• Bachelor's degree in Computer Science, Information Technology, Engineering or a related discipline
• 2-5 years of experience in Application Support, Production Support or Technology Operations
• Strong troubleshooting and analytical skills, and strong verbal and written communication skills across global teams

Required skills

• Advanced SQL and Unix/Linux environment experience
• Understanding of incident, problem, change and release management processes
• Preferred: financial services or banking application support, Hadoop/Hive/Spark/Impala, Autosys, ServiceNow, Jira, ITIL, OpenShift or cloud platforms, and experience with globally distributed applications