<h2>Application Support Intermediate Analyst within Fixed Income Financial &amp; Securitization (F&amp;S) organization, responsible for production support of multiple applications used across Fixed Income F&amp;S business at Citi.</h2><h2>An exciting position in Production Support team within Fixed Income F&amp;S Production Support in Mississauga, Canada. The team manages the day-to-day availability of the various FI F&amp;S applications to ensure issues or status updates are accurately communicated to business users and also works on various project tasks with objectives to improve stability, efficiency and effectiveness of our production systems. The team has ownership for the production stability and operation of these systems to internal users and Citi’s external clients.</h2><h2></h2><h2>The candidate will work closely with the colleagues in Mississauga, New York, London, Belfast, Singapore, Sydney  to ensure seamless 24 x 7 supports of applications for Fixed Income businesses. Perform incident and problem management on resolution, root cause analysis, escalation and prioritization to ensure process completion to service level agreements. Liaise with users and all other technology groups. Ensure the stability of applications by proactively seeking ways of improving stability by driving key initiatives like capacity planning, resiliency/failover projects and monitoring enhancement via SRE and JIRA projects. Provide ideas and conduct efficiency and effectiveness improvements in applications and support processes. Streamline process and automate repetitive tasks to reduce manual work. Perform Change Management, application deployment activities of application or infra-activities on production environment. Participate and provide support in onboarding of any new application components.</h2><h2></h2><h2>The Application Support Intermediate Analyst is a developing professional role. Deals with most problems independently and has some latitude to solve complex problems. Integrates in-depth specialty area knowledge with a solid understanding of industry standards and practices. Good understanding of how the team and area integrate with others in accomplishing the objectives of the subfunction/ job family. Applies analytical thinking and knowledge of data analysis tools and methodologies. Requires attention to detail when making judgments and recommendations based on the analysis of factual information. Typically deals with variable issues with potentially broader business impact. Applies professional judgment when interpreting data and results. Breaks down information in a systematic and communicable manner. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Moderate but direct impact through close contact with the businesses core activities. Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams.<br /><br /><b><u>Responsibilities:</u></b></h2><ul><li><h2>Provide L2 support for mission-critical F&amp;S applications within Fixed Income Technology. This includes providing quick resolutions to app issues, driving stability, efficiency and effectiveness improvements.</h2></li><li><h2>Work closely with the development, QA and business teams to determine strategy &amp; priorities and to ensure that the team is meeting the business’ requirements. Ensure team delivers on these priorities and communicated progress effectively to all stakeholders.</h2></li><li><h2>Work on technical solutions to be able to streamline, automate existing processes and provide smart monitoring solutions.</h2></li><li><h2>Provide technical application support, monitoring the applications and technical platform, answer queries via phone, e-mail and other communication mediums.</h2></li><li><h2>This group provides the detailed knowledge of the applications and the upstream and downstream dependencies. For example, they should be able to understand the application processes, database schema as an expert, but would not typically being be expected to read and understand the application code.</h2></li><li><h2>Perform appropriate problem-solving tasks before passing to another team with previously agreed upon format, logs, etc.</h2></li><li><h2>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.</h2></li><li><h2>Follow through to ensure each problem is resolved according to SLA. Effectively communicate issues and status updates with business support, regional colleagues, and development teams.</h2></li><li><h2>Create and maintain a knowledge base to ensure that knowledge transfer takes place within the team. Liaise with business support teams and application development groups.</h2></li><li><h2>Utilizes good understanding of apps support procedures and concepts and basic knowledge of other technical areas to field issues and queries from stakeholders, provide short-term resolutions and work with relevant technology partners for long term remediation.</h2></li><li><h2>Develop a comprehensive understanding of how areas of apps support collectively integrate to contribute to achieving business goals.</h2></li><li><h2>Act as a liaison between users/traders, interfacing internal technology groups and vendors</h2></li><li><h2>Participates in disaster recovery testing</h2></li><li><h2>Participate in application releases, from development, testing and deployment into production.</h2></li><li><h2>perform post release checkouts after application releases and infrastructure updates. Develop and maintain technical support documentation.</h2></li><li><h2>Considers implications of the application of technology to the current environment.</h2></li><li><h2>Analyzes applications to identify risks, vulnerabilities and security issues.</h2></li><li><h2>Makes evaluative judgments based on analysis of factual information; resolves problems by identifying and selecting solutions Cooperation with Development colleagues to prioritize bug fixes and support tooling requirements.</h2></li><li><h2>Directly impacts the business by ensuring the quality of work provided by self and others; impacts own team and closely related work teams.</h2></li><li><h2>Exchanges ideas and information</h2></li><li><h2>Active involvement in and ownership of Support Project items, covering Stability, Efficiency, and Effectiveness initiatives.</h2></li><li><h2>Performs other duties and functions as assigned in a concise and logical manner.</h2></li><li><h2><span>Can exercise independence of judgement and autonomy. </span></h2></li><li><h2><span>Acts as SME to senior stakeholders and /or other team members.</span></h2></li><li><h2>Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firms 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.</h2></li></ul><h2><b><u>Qualifications:</u></b></h2><ul><li><h2>2-5 years’ experience in an Application Support role.</h2></li><li><h2>1+ years of experience supporting large financial services firm.</h2></li><li><h2>Basic knowledge or interest about apps support procedures, concepts and of other technical areas.</h2></li><li><h2>Participation in some process improvements.</h2></li><li><h2>Basic Business knowledge/ understanding of financial markets and products.</h2></li><li><h2>Knowledge/ experience of problem Management Tools.</h2></li><li><h2>Understands of how own sub-function integrates within the function and commercial awareness</h2></li><li><h2>Evaluates (sometimes complex) situations using multiple sources of information Developed communication and diplomacy skills to persuade and influence</h2></li><li><h2>Good customer service, communication and interpersonal skills</h2></li><li><h2>Good knowledge of the business and its technology strategy</h2></li><li><h2>Consistently demonstrates clear and concise written and verbal communication skills</h2></li><li><h2>Knowledge of issue tracking and reporting using tools</h2></li><li><h2>Good all-round team member</h2></li><li><h2>Effectively share information with other support team members and with other technology teams</h2></li><li><h2>Ability to plan and organize workload</h2></li></ul><h2></h2><h2><b><u>Additional Skills:</u></b></h2><ul><li><h2>Strong knowledge of Microsoft and Linux operating systems.</h2></li><li><h2>Experience with database, SQL skills.</h2></li><li><h2>Knowledge Core Java [beneficial], Perl [beneficial</h2></li><li><h2>Personally well organized and an excellent team player, Willingness to learn.</h2></li></ul><h2></h2><h2><b><u>Education:</u></b></h2><ul><li><h2>Bachelor’s/University degree or equivalent experience</h2></li></ul><p></p><p><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span>------------------------------------------------------</span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></p><p><b><span>Job Family Group: </span></b></p>Technology<p><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span>------------------------------------------------------</span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></p><p><b>Job Family:</b></p>Applications Support<p><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span>------------------------------------------------------</span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></p><p><b><span>Time Type:</span></b></p>Full time<p><span><span>------------------------------------------------------</span></span></p><p><b>Primary Location Full Time Salary Range:</b></p>$79,320.00 - $110,680.00<p><span><span><span><span><span><span><span><span>------------------------------------------------------</span></span></span></span></span></span></span></span></p><p><b><span>Most Relevant Skills </span></b></p>Please see the requirements listed above.<p><span><span><span><span><span><span><span>------------------------------------------------------</span></span></span></span></span></span></span></p><p><b><span>Other Relevant Skills </span></b></p>For complementary skills, please see above and/or contact the recruiter.<p><span><span><span><span><span><span><span>------------------------------------------------------</span></span></span></span></span></span></span></p><p><i><span>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.</span></i></p><p><i><span> </span></i></p><p><i><span>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 </span></i><i><a href="https://www.citigroup.com/citi/accessibility/application-accessibility.htm" target="_blank">Accessibility at Citi</a><span>.</span></i><br /><br /><i><span>View Citi’s </span><a href="https://www.citigroup.com/global/eeo-aa-policy" target="_blank">EEO Policy Statement</a><span> and the </span><a href="https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf" target="_blank">Know Your Rights</a><span> poster.</span></i></p>