Background:

A position exists for a Production Support Senior Analyst in the Production Level 2 support team within ICG Production Support. The team leads the day-to-day availability of the applications and ensures issues or status updates are accurately communicated to business users and technology senior leaders.

You will support both global and regional applications NAM, APAC and EMEA to ensure precise 24 x 7 support of our applications. In addition, they will work closely with Level 1 Support, development teams, infra teams and the Citi Private Bank business. You should be technically astute, well organized, proactive and be comfortable discussing issues with business and technical users at all levels. They also need to possess good multi-tasking skills. The support team works shifts through its team members located in North America, Asia and in Europe. This is a hand on role so good technical skills and experience is required.

The NAM support team, along with support teams in other regions are often required to share support after hours or on weekends for application deployments and other maintenance activities. You should be willing and able to participate in such efforts.

Key Responsibilities:

Preferred Experience

• Experience in Technical Production Support roles preferably within a large scale, global financial services organization.
• Experience as a member of a Production Support group in a high availability / critical environment.
• Experience in providing communications across business and technology partners at varying levels, across a medium to large scale enterprise.
• Production support experience in specific wealth management application domains is highly desired.
• Working with various interfacing teams across multiple locations and time-zones.
• Supporting multiple applications, establishing ITIL standard methodologies, processes and procedures.
• Executing effective support and process models.
• Ability to Analyse and Correct Data.
• Experience in Incident, Problem Management: Incident tracking & reporting; Problem tracking & reporting until resolution to ensure reduction of production Incidents.
• Experience in setting up and working with Diagnostics and Analytical tools like HP Diagnostics, ITRS etc. that improves efficiency. Automated Deployment tools like uDeploy etc.

- - Experience in change and Release Management: Ensure timely Review and Sign off on all application related changes, Ensure proper deployment within the timeline and post implementation Application Availability.

• Leading the COB test of in house applications and Vendor Applications involving multiple data centers, partners, locations and time zones.
• Experience in dealing with Vendor Application Teams: Co-ordinate with Vendor Support teams on Vendor Application issues & Version upgrades.

Desired Personal Skills

Ability to work in an Offshore/Onsite support model.

• High attention to detail.
• Ability to develop collaborative relationships and communicate to management in a clear, concise manner.
• Maintain high standards despite pressing deadlines.
• Solve problems quickly and efficiently.
• Ability to step back and understand the context of problems before applying analytical skills to address the issues.
• Strong knowledge of general business, corporate and government cultures.
• Ability to handle highly sensitive, confidential and non-routine information.
• Self-starter with excellent anticipation skills; problem solving; follow up.
• Demonstrated dependability and sense of urgency about getting results.
• Demonstrates high degree of integrity and confidentiality.
• Strong organizational skills.
• Comfortable working in a sometimes hectic, high stress environment.
• Ability to work well under pressure, adapt to unexpected events, prioritize and multi-task in a deadline driven environment.
• Should be able to prioritize a variety of time-sensitive tasks.
• Have excellent judgment; independent thinker and inventive.
• Teammate with a positive attitude.
• High degree of integrity, professionalism, diplomacy and discretion required.

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Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

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