Applications Support Analyst

### Responsibilities * Provide technical and business support for Citi applications, ensuring high availability, stability, and performance of critical production systems. * Utilize strong application support knowledge to investigate issues, provide short-term resolutions, and partner with Engineering, Development, Infrastructure, and Vendor teams for long-term remediation. * Develop a comprehensive understanding of end-to-end application architecture, integrations, and business workflows. * Act as a liaison between business users, technology teams, and external vendors to resolve application and infrastructure issues. * Participate in application releases across development, testing, deployment, and production environments, including post-release validation and production readiness reviews. * Perform proactive monitoring and support of production systems using observability and monitoring tools such as Grafana, Splunk, Dynatrace, AppDynamics, OpenTelemetry (OTel), Elastic, or similar platforms. * Analyze application, infrastructure, and business transaction telemetry including metrics, logs, traces, and alerts to identify service degradation, root causes, and performance bottlenecks. * Own incident management activities, including troubleshooting, impact assessment, escalation coordination, stakeholder communication, and post-incident reviews. * Perform detailed root cause analysis using application logs, SQL queries, MongoDB queries, Unix/Linux commands, monitoring dashboards, and system diagnostics. * Support engineering initiatives focused on application reliability, performance optimization, automation, resiliency, operational excellence, and platform modernization. * Develop and maintain operational runbooks, support documentation, knowledge repositories, and standard operating procedures. * Participate in disaster recovery testing, business continuity exercises, and resiliency assessments. * Collaborate with Development and Engineering teams to prioritize defect fixes, technical debt reduction, observability enhancements, and support tooling requirements. * Identify opportunities to automate manual operational activities and improve monitoring, alerting, and support processes. * Analyze applications to identify risks, vulnerabilities, performance issues, and security concerns, recommending remediation actions where appropriate. * Leverage SQL and MongoDB to perform data analysis, issue investigation, transaction validation, and operational reporting. * Utilize Unix/Linux environments to perform troubleshooting, log analysis, application validation, scripting, and production support activities. * Drive stability, efficiency, effectiveness, and observability initiatives to improve application reliability and reduce operational risk. * Serve as a Subject Matter Expert (SME) for supported applications and provide technical guidance to team members and stakeholders. * Exercise independent judgment in resolving complex technical issues while ensuring compliance with organizational standards and controls. * Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients, and assets. ### Qualifications * 4-9 years of experience in Application Support, Production Support, Site Reliability Engineering (SRE), Platform Support, or related technical roles. * Experience supporting distributed applications in production environments with a focus on stability, reliability, and performance. * Working knowledge of observability concepts including Metrics, Logs, Traces, Alerting, Monitoring, and OpenTelemetry (OTel). * Experience with monitoring and observability tools such as Grafana, Splunk, Dynatrace, AppDynamics, Elastic, New Relic, or similar platforms. * Strong troubleshooting and analytical skills with the ability to diagnose complex application, infrastructure, and data-related issues. * Hands-on experience writing SQL queries for data validation, troubleshooting, reporting, and production investigations. * Working knowledge of MongoDB including querying, analyzing collections, and troubleshooting application data issues. * Experience working in Unix/Linux environments, including log analysis, process monitoring, file management, shell scripting, and production support operations. * Understanding of application architecture, APIs, middleware technologies, databases, messaging systems, and cloud-based platforms. * Exposure to automation and engineering practices that improve operational efficiency and reduce manual support activities. * Experience with incident, problem, change, and release management processes. * Knowledge of issue tracking, service management, and reporting tools such as ServiceNow, Jira, or equivalent platforms. * Understanding of DevOps, CI/CD pipelines, and software development lifecycle processes. * Ability to perform root cause analysis and drive corrective and preventive actions. * Basic understanding of financial services, transaction processing, and banking applications is preferred. * Effective communication, stakeholder management, and collaboration skills. * Ability to prioritize workload, manage multiple tasks, and work effectively in a fast-paced production support environment. * Strong customer focus with excellent verbal and written communication skills. * Demonstrated ability to work independently while collaborating effectively across cross-functional teams. ### Technical Skills (Preferred) * SQL * MongoDB * Unix/Linux * Shell Scripting * Grafana * Splunk * OpenTelemetry (OTel) * Dynatrace/AppDynamics * REST APIs * JSON/XML * Git * Jira * ServiceNow * CI/CD Tools * Incident & Problem Management * Application Performance Monitoring (APM) * Cloud Technologies (AWS, GCP, Azure) exposure preferred ### Education Bachelor's degree in Computer Science, Information Technology, Engineering, or equivalent professional experience. \------------------------------------------------------ ## Job Family Group: Technology \------------------------------------------------------ ## Job Family: Applications Support \------------------------------------------------------ ## Time Type: Full time \------------------------------------------------------ ## Most Relevant Skills Please see the requirements listed above. \------------------------------------------------------ ## Other Relevant Skills For complementary skills, please see above and/or contact the recruiter. \------------------------------------------------------ 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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