Application Support Senior Analyst - Assistant Vice President

Role Overview The  L2 Application Support Engineer  (Technical Support Analyst) is a critical role within the Production Support and Operations team. This individual is responsible for providing high-quality technical support, troubleshooting, and incident resolution for complex enterprise applications and platforms. Acting as the bridge between L1 Helpdesk/Monitoring teams and L3 Development/Engineering groups, the L2 Engineer ensures system availability, stability, and adherence to strict Service Level Agreements (SLAs) in a fast-paced, enterprise technology environment. Key Responsibilities 1. Incident & Problem Management - Escalation Handling:  Acknowledge and own incidents escalated by the L1 support team or monitoring alerts. - Troubleshooting & Diagnosis:  Perform in-depth technical analysis and root cause investigation of application, database, middleware, and infrastructure failures. - Workaround Implementation:  Apply approved temporary workarounds or permanent hotfixes to restore services quickly and minimize business impact. - Collaboration:  Partner with L3 developers, database administrators (DBAs), network engineers, and system administrators to resolve complex, multi-tiered issues. - Incident Lifecycle Management:  Track and document all incident progression within the ITSM platform (e.g., ServiceNow) from creation through to resolution. 2. Monitoring, Observability & Preventive Maintenance - System Monitoring:  Actively monitor application health, batch jobs, integration feeds, and system performance using enterprise observability suites. - Proactive Interventions:  Identify recurring patterns, error trends, or capacity bottlenecks and initiate preventative actions. - Health Checks:  Perform daily health checks, start-of-day (SOD) and end-of-day (EOD) verifications, and batch processing runs. 3. Release, Deployment & Configuration Management - Deployment Validation:  Support the verification of application deployments, system patches, and infrastructure upgrades during maintenance windows. - Configuration Controls:  Maintain and update application configuration files, environment variables, and parameter settings under strict change management processes. - Environment Management:  Assist in maintaining non-production (UAT/Staging) and production environments to ensure consistency. 4. Communication & Stakeholder Management - Status Updates:  Provide clear, timely, and precise communications to business stakeholders, product owners, and technology leadership during critical (Sev-1/Sev-2) incidents. - Bridges & War Rooms:  Participate in or lead technical incident bridges to coordinate restoration efforts. - Post-Incident Reviews:  Contribute technical inputs to Post-Incident Reviews (PIRs) and Root Cause Analysis (RCA) documentation. 5. Documentation & Knowledge Management - Runbooks & SOPs:  Document and update Standard Operating Procedures (SOPs), application architecture maps, and troubleshooting runbooks. - Knowledge Sharing:  Train L1 teams on common issue resolution paths to shift-left workloads and improve first-contact resolution rates. Qualifications & Experience - Education:  Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical discipline. - Experience:  8+ years of experience in an application support, technical support, or systems engineering role (preferably in an enterprise or financial services environment). - Certifications (Desirable): - ITIL v3 or v4 Foundation certification. - Professional certifications in AWS/Azure, Kubernetes (CKAD), Linux Administration, or Oracle/SQL. Required Technical Skills Domain Technology / Tooling Operating Systems Strong hands-on experience with  Linux/Unix  environments (navigating file systems, checking logs, monitoring CPU/memory, cron jobs) and  Windows Server . Scripting & Automation Proficiency in writing and debugging  Shell scripting  (Bash),  PowerShell , or  Python  to automate daily tasks and analyze log files. Databases & Querying Strong  SQL  skills (Oracle, MS SQL, Sybase, or PostgreSQL). Ability to write complex select queries, joins, analyze execution plans, and run database scripts. Middleware & Web Servers Working knowledge of  Apache ,  Tomcat ,  Nginx ,  WebSphere,  and messaging queues like  IBM MQ ,  RabbitMQ , or  Apache Kafka . Cloud & Containerization Familiarity with  Docker ,  Kubernetes ,  OpenShift , or cloud infrastructure (AWS/Azure) concepts and container deployments. Monitoring & Logging Hands-on experience with tools such as  Splunk ,  ELK Stack ,  AppDynamics ,  Dynatrace ,  Grafana , or  ITRS Geneos . ITSM & Collaboration Experience with ticketing tools like  ServiceNow  or  Jira , and version control systems like  Git  or Bitbucket. Required Professional & Soft Skills - Analytical Mindset:  Excellent logical reasoning and problem-solving skills; ability to systematically break down a complex issue. - Communication:  Exceptional verbal and written communication skills, with the ability to translate technical details into plain language for business teams. - Pressure Tolerance:  Calm demeanor under pressure, especially during high-severity system outages. - Team Collaboration:  Ability to work cohesively in a global, distributed cross-functional environment. ------------------------------------------------------ Job Family Group: Technology ------------------------------------------------------ Job Family: Applications Support ------------------------------------------------------ Time Type: Full time ------------------------------------------------------ Most Relevant Skills Please see the requirements listed above. ------------------------------------------------------ Other Relevant Skills For complementary skills, please see above and/or contact the recruiter. ------------------------------------------------------ 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. 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 Accessibility at Citi . View Citi’s EEO Policy Statement and the Know Your Rights poster.