Application Support Senior Analyst - Assistant Vice President at Citigroup

Job description

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, o