Senior Technology Support Analyst within Fixed Income Data Support organization, responsible for production support of multiple applications used across Fixed Income Spread Product and Fixed Income Rates business at Citi.
An exciting position in Production Support team within Fixed Income Data Support in Mississauga, Canada. The team manages the day-to-day availability of the various FI Data 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.
The candidate will work closely with the colleagues in Mississauga, New York, London, Belfast, Singapore, Sydney, Pune, Chennai, Hong Kong 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.
The Senior Technology Support 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.
Responsibilities:
Provide L2 support for mission-critical data applications for both FI Rates Data and FI Spread Products Data division. This includes providing quick resolutions to app issues, driving stability, efficiency and effectiveness improvements.
Work closely with the development, QA and business teams to determine strategy & 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.
Work on technical solutions to be able to streamline, automate existing processes and provide smart monitoring solutions.
Provide technical application support, monitoring the applications and technical platform, answer queries via phone, e-mail and other communication mediums.
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.
Perform appropriate problem-solving tasks before passing to another team with previously agreed upon format, logs, etc.
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.
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.
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.
As part of Fixed Income Technology, FI Data Service support provide:
Data warehouse based on MSSQL and Hbase for various data storage.
Services based on Solr for index searching.
KAKFA for high-performance data pipelines, streaming analytics, data integration, and mission-critical applications.
ELK for collecting app log information.
ES for indexing and querying.
Data Distribution and Caching infrastructure based on EMS and Gemfire which can handle transactional/time series data.
Data transport infrastructure with the underlying backbone of Tibco RV message bus and Reuters TIBCO RV/RVRD, is used to exchange real time messages between publisher and consumers based on multicasting.
Telemetry for automatic recording and transmission of data from systems in different locations for monitoring and analysis.
Various business reporting based on QlikView/Tableau.
Qualifications:
5-8 years’ experience in an Application Support role.
Experience installing, configuring or supporting business applications.
Experience with some relevant technologies ie Python, Shell, Linux, SQL, ECS are good to have along with 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
Ability to communicate appropriately to relevant stakeholder
Education:
Bachelor’s/University degree or equivalent experience
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Job Family Group:
Technology
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Job Family:
Applications Support
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Time Type:
Full time
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