Fixed Income Spread Products Applications Support Sr Analyst - C12 - NEW YORK

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.
• 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 stakeholde

Education:

• Bachelor’s/University degree or equivalent experience

The Global Spread Products (GSP) production management group provides direct support to a diverse set of trading desk all trading under the “GSP” banner with a focus on the ITIL support procedures and protocols. Your responsibilities will be aligned to supporting all the tools that the front office business & traders needs to facilitate its franchise within Citi, providing exposure to the entire breadth of the GSP Technology. We are the first line of technical defence as we work closely with partners in our business including Trading, Sales, Operations & Risk and Controls to operate stable platforms to enable us to the be the best for our clients.

Role / Position Overview

CITI is seeking a highly motivated candidate for the position of within our global production management team. The successful candidate will be responsible for production management of our suite of core Global Spread Products (GSP) applications, working through problems, and dealing with user issues. The candidate will also be responsible for driving engineering initiates, improving process workflows, and eliminating toil through automation by building/implementing solutions.

Responsibilities:

• Own; Provide L1/L2 production management for mission-critical & GSP applications. This includes providing quick resolutions to app issues, driving stability, efficiency and effectiveness improvements to help us and the business succeed.
• Maintains production application systems that have completed the development stage and are running in the daily operations of the firm.
• Work closely with the development, Infra teams, QA and business support teams, and the GSP business to determine strategy & priorities and to ensure that the team is meeting the business’ requirements. Ensure team delivers on these priorities and communicated progress effectively o all stakeholders.
• Work on technical solutions to be able to streamline, automate existing processes and provide smart monitoring solutions.
• Perform appropriate problem-solving tasks before passing to another team with previously agreed upon format, logs, etc.
• Own, coordinate, communicate and execute disaster recovering testing, application production releases for your applications
• Analyze applications to identify risks, vulnerabilities, performance, and stability issues prior to them occurring, coordinate and work with other teams to ensure they are addressed.
• Create and maintain a knowledge base to ensure that knowledge transfer takes place within the team.
• Develop a comprehensive understanding of how applications collectively integrate to contribute to achieving business goals. Liaise with business support teams and application development groups.
• Provide technical support coverage to all the GSP application, actively monitoring the applications and technical platform SLA’s and KPI’s.
• This individual should have detailed knowledge of the applications and the upstream and downstream dependencies. They should be able to understand the application processes, database schema as an expert.
• When dealing with major issues, the group would be expected to make key technical recommendations based on their knowledge of the systems and the process flows involved.
• Acts as mentor or coach to newer or more junior analysts.
• The candidate will spend a portion of their time on development tasks such as new features, scaling, recovery, and automation of manual tasks, continuous integration, and continuous delivery.
• Champion stability initiatives to enable application high availability for Business-As-Usual which includes better monitoring, failover and resiliency
• The candidate will partner closely with each area to perform diagnostic and forensic investigation for outages caused by scale issues in applications
• 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.

Qualifications:

• Demonstrated experience in an Application Support, Production Management, or related role would be preferred
• Experience installing, configuring, or supporting business applications.
• Experience tracking issues through tools such as JIRA and ServiceNow
• Good all-around technical skills/background
• Experience with some of the below technologies is required:
  • UNIX (AIX/ Linux) environment
  • Databases - Oracle, Microsoft SQL Server
  • Scripting languages - Python, Shell, Java/javascript, Perl
• Demonstrated analytical skills
• Advanced execution capabilities and ability to adjust quickly to changes and re-prioritization
• Ability to plan, organize and prioritize workload.
• Consistently demonstrates clear and concise written and verbal communication skills
• Ability to communicate appropriately to relevant stakeholder
• Effectively share information with other support team members and with other technology teams, the ability to work with your colleagues in an all around team environment
• Willingness to learn, self-motivated
• Experience in Fixed income business knowledge/understanding is preferred
• Experience in supporting Sales and Trading, Risk and Trade Management Platforms or similar systems.
• Exposure or high level understanding of cloud computing platforms (AWS , Azure)
• Experience with ITRS Geneos, Appdynamics or alternate APM/Monitoring tools
• Knowledge/ experience of incident, Change and problem Management procedures

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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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