Application Support Analyst

About The Company

Citigroup Inc. is a leading global financial services corporation with a diverse portfolio spanning banking, investment, and securities services. Renowned for its commitment to innovation and excellence, Citigroup supports millions of clients worldwide, including corporations, governments, and individual consumers. The company's Securities Services division plays a vital role in delivering comprehensive custody, clearing, and settlement services to institutional investors, ensuring seamless and secure transaction processing across multiple markets. With a focus on leveraging cutting-edge technology and fostering a collaborative environment, Citigroup continuously strives to enhance its operational capabilities and client experience.

About The Role

Citigroup's Securities Services division is seeking a Senior Production Support Analyst to join the Data & Client Platforms (DCP) Production Support team. This globally distributed team operates on a 24/6 schedule, ensuring the continuous availability and operational integrity of critical data and reporting platforms used by some of the world's largest institutional investors. The role offers a unique opportunity to be at the forefront of platform modernization initiatives, including cloud data lake adoption, client platform migration, and data services consolidation across multiple business lines. As a senior member of the team, you will be responsible for managing complex incident resolution, driving automation, and contributing to strategic technological advancements, all while ensuring high standards of service delivery and operational excellence.

Qualifications

The ideal candidate will have over five years of experience in application support, platform operations, or production management within financial services or data-intensive environments. Proficiency in monitoring tools such as ITRS Geneos, along with strong SQL skills for investigating data issues, is essential. Candidates should demonstrate a disciplined approach aligned with ITIL principles, including incident, problem, and change management. Practical scripting experience in Shell or Python for automation tasks is required. A bachelor’s degree in Computer Science, Information Technology, Engineering, Finance, or a related field, or equivalent professional experience, is necessary. Experience working within a global follow-the-sun support model and excellent stakeholder communication skills will be highly valued.

Responsibilities

• Deliver Level 2 production support across the Data & Client Platforms application portfolio by triaging incidents, conducting investigations, escalating issues, and resolving problems efficiently within a global follow-the-sun support model to ensure uninterrupted platform availability.
• Coordinate start-of-day platform checks, continuous monitoring, and regional handovers, maintaining adherence to SLAs and clear communication with stakeholders throughout the incident lifecycle using ServiceNow or similar tools.
• Act as the primary operational contact for client-impacting incidents, providing timely, accurate updates to client-facing teams including Client Services, Technology Relationship Managers, and Operations to ensure transparency and swift resolution.
• Identify recurring incident patterns and lead problem management initiatives to eliminate root causes, thereby reducing manual interventions and preventing future issues across the platform portfolio.
• Enhance platform observability and operational efficiency by contributing to automation and monitoring initiatives utilizing tools such as Grafana, ITRS Geneos, and GCO, aiming to minimize manual effort and improve response times.
• Serve as a subject matter expert for one or more platforms, owning operational knowledge, mentoring junior analysts, and acting as an escalation point for complex technical issues.
• Implement and leverage AI-assisted tooling for incident troubleshooting, automated investigations, and resiliency gap detection, aligning with Citi’s firm-wide intelligent operations strategy.
• Manage change activities including release planning, deployment support, post-implementation reviews, and production risk assessments to facilitate safe and controlled platform evolutions.

Benefits

Joining the Data & Client Platforms Production Support team provides a strategic role supporting Citi’s core data and client experience infrastructure. You will work alongside a high-performing, globally distributed team committed to innovation through automation, AI, and engineering excellence. The position offers exposure to major platform transformation projects, including cloud data lake modernization and data services consolidation, positioning you at the cutting edge of financial technology. With opportunities for career mobility across regions, a flexible hybrid working model, and access to Citi’s extensive learning and development programs, this role supports both your professional growth and personal well-being. You will also benefit from being part of an organization that values diversity, inclusion, and long-term employee development.

Equal Opportunity

Citi is an equal opportunity employer committed to fostering an inclusive environment for all employees. We consider qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. We encourage individuals with disabilities to request reasonable accommodations during the application process. Our hiring decisions are based on merit and business needs, ensuring a fair and equitable process for all candidates. Citi’s commitment to diversity and inclusion is integral to our success and ongoing innovation.