Application Support Senior Analyst

hace 2 semanas

Xico, México Citi A tiempo completo
About the Role

The Senior Technical Support Specialist will provide technical and business support for users of Citi Applications. This includes providing quick resolutions to application issues, driving stability, efficiency and effectiveness improvements to help the business succeed.

Key Responsibilities:

  • Perform start of day checks, continuous monitoring, and regional handover.
  • Perform same day risk reconciliations.
  • Develop and maintain technical support documentation.
  • Assess risk and impact of production issues and escalate to business and technology management in a timely manner.
  • Ensure that storage and archiving procedures are in place and functioning correctly.
  • Partner with development and production support areas to prioritize bug fixes and support tooling requirements.
  • Engage in post-implementation analysis to ensure successful system design and functionality.
  • Ensure essential procedures are followed and help 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.
  • Act as an advisor or coach to new or lower level analysts.
  • Provide evaluative judgment based on analysis of factual information in complicated and unique situations.
  • Directly impact the business by ensuring the quality of work provided by self and others; impact own team and closely related work teams.
  • Exhibit 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.

Qualifications:

  • 5-8 years experience in an Application Support role.
  • 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.

Education:

Bachelor's/University degree or equivalent experience.

Preferred Experience:

Weblogic platform.

Mobile application support.

Log analysis.

Microservices platform/Open Shift.

Dashboard/monitor creation (Splunk/AppDynamic).

Incident tracking platform management.

Preferred Skills:

Splunk/App Dynamics.

Automation of processes (Starfleet).

Soft Skills:

Intermediate English.

Availability of time.

Proactive attitude.

Self-motivated.

Negotiation and communication skills with business areas.

Job Family Group:

Technology.

Job Family:

Applications Support.

Time Type:

Full time.

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