Application Support Engineer ( Hybrid)

Overview of the Role

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments, and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management.

As a bank with a brain and a soul, Citi creates economic value that is systemically responsible and in our clients’ best interests. As a financial institution that touches every region of the world and every sector that shapes your daily life, our Enterprise Operations & Technology teams are charged with a mission that rivals any large tech company. Our technology solutions are the foundations of everything we do from keeping the bank safe, managing global resources, and providing the technical tools our workers need to be successful to designing our digital architecture and ensuring our platforms provide a first-class customer experience. We reimagine client and partner experiences to deliver excellence through secure, reliable, and efficient services.

Our commitment to diversity includes a workforce that represents the clients we serve from all walks of life, backgrounds, and origins. We foster an environment where the best people want to work. We value and demand respect for others, promote individuals based on merit, and ensure opportunities for personal development are widely available to all. Ideal candidates are innovators with well-rounded backgrounds who bring their authentic selves to work and complement our culture of delivering results with pride. If you are a problem solver who seeks passion in your work, come join us. We’ll enable growth and progress together.

The Apps Support Engineer accomplishes results through the management of professional team(s) and /OR Applications . Contributes to standards around which others will operate. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the entire function. Recognized technical authority for an area within the business. Requires basic commercial awareness. Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional external customers. Significant impact on the area through complex deliverables. Provides advice and counsel related to the technology or operations of the business. Work impacts an entire area, which eventually affects the overall performance and effectiveness of the sub-function/job family.

Responsibilities:

• The Apps Support Tech Lead Analyst is 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.

• Provides expertise in area and an advanced level of understanding of the principles of apps support.

• Formulates and defines systems scope and objectives for complex, high impact application enhancements and problem resolution through in-depth analysis and evaluation of complex business processes, systems and industry standards; documents requirements.

• Partners with multiple technology areas and management teams to ensure appropriate integration of functions to meet goals.

• Works closely with Product Owners, Business Analysts and Systems Analysts to determine and document Systems impacts and support requirements

• Considers the implications of the application of technology to the current environment.

• Identifies risks, vulnerabilities and security issues; communicates impact; proposes risk mitigation options.

• Requires awareness of audit and compliance related issues

• Acts as advisor or coach to new or lower level analysts; allocates work.

• Provides in-depth analysis with interpretive thinking to define problems and develop innovative solutions.

• Directly impacts the business by influencing strategic functional decisions through advice, counsel or provided services.

• Persuades and influences others through strong and comprehensive communication and diplomacy skills

• Performs other duties and functions as assigned

• 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.

• Ability to handle incidents, problems and change at a global enterprise level. Calm and analytical when faced with major incidents on critical systems.

The Role performs the following functions:

Incident Management:  End to End ownership of Incidents and drive Incidents to reduce Mean time to repair. Assessment and notification of business impact.

Problem Management: Create & Lead Service Improvement Plans for recurring failures. Periodic interlock with stakeholders for timely resolution.

Change Management: End to End ownership of Change governance. Review impact, approve and perform post implementation validations.

Continuity of Business and Resiliency Management: Review Service & Business recovery plans. Lead & Coordinate disaster recovery tests including review and updates of recovery plans, execution and documentation.

Service Health and Readiness: Perform Service Readiness for all production releases. Readiness Assessment for large projects and Onboarding Assessment for maintenance changesl projects.

Identify Service Risks, log, track & lead them for resolution.

Capacity Management: Periodic review of all server capacity and log service improvement Plan / Risks to remediate capacity constraints. Availability Management:  Review and enable monitoring of all production services, Daily Health Checks. Setup alerts and monitor system health.

Certificate Management: Track and coordinate all Certificate renewals and assess cross impacts to ensure seamless renewal. Monitoring & Observability: Use the latest observability tools such as ELK, Splunk, App Dynamics, Grafana for instrumenting observability solutions. SRE: Use SRE practices for implementing automated solutions, Resolve Production issues and instrument engineering solutions.

***Role Requires Flexibility in working Hours: Given that the role is a production operations support role, this role would require flexibility in availability during outside of Business hours to support Business functions including support for production issues and necessary support of critical changes. Role may be required to work on weekends based on business need.

Skills:

Application Support Experience:

• 6 - 8 years of strong Application production support or Engineering development experience in the financial industry

Linux

• 4 – 5 years of experience

Database

• Good SQL experience in any of the RDBMS.

• Focus on Oracle / MSSQ, Hive, databases

Scheduler

• Autosys / CONTROL-M or other schedulers will be of added advantage.

Programming Languages

• PowerShell, UNIX shell scripting, Python, Java will be of added advantage.

Hadoop/Big Data Platform (MUST HAVE EXPERIENCE)

• Working knowledge of various components and technologies under Cloudera distribution like HDFS, Hive, Impala, Spark, YARN, Sentry, Oozie, Kafka.

• Experience on supporting applications on Snowflake is a plus

• Very good knowledge on analyzing the bottlenecks on the cluster - performance tuning, effective resource usage, capacity planning, investigating.

• Perform daily performance monitoring of the cluster - Implement best practices, ensure cluster stability and create/analyze performance metrics.

• Hands-on experience in supporting applications built on Hadoop.

Observability Tools: Strong understanding of observability tools and end to end monitoring instrumentation is needed. Ability to triage and correlate issues using observability tools such as ELK, Grafana is needed.

Microsoft

•    2 – 3 years of experience

•    Good knowledge of Microsoft based operating systems

Additional Skills (preferable)

Other Applications

•    Knowledge / working experience of ITRS Active Console/other monitoring tools

•    Knowledge / working experience of Autosys/scheduler.

Competencies

•    Strong interpersonal skills

•    Management experience

•    Able to communicate clearly and concisely, Strong analytical and problem-solving skills

•    Must have good attention to detail and a strong commitment to quality; High levels of personal commitment, professionalism and integrity

•    Relationship building

•    Strategic influencing

Qualifications:

• 6-10 years experience

• 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

Education:

• Bachelor’s/University degree, Master’s degree preferred

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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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Anticipated Posting Close Date:

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Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. 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.

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