The role forms part of the Global Production Assurance Production Support Team within the GFT GPA organization structure and manages application support analysis function, delivering Technology services to global function clients in APAC region.
The Apps Support Sr Analyst is a seasoned professional role. Applies in-depth disciplinary knowledge, this position is for senior technical support specialist who will be working on APAC & EMEA time zone. This position is responsible for providing E2E technical support and trouble- shooting to Finance business user and operation users for a variety of support areas related to system, queries from business users and data quality issues PROD environments globally. Candidates must possess the capability of mentoring, documentation, multi-tasking with minimal supervision, prioritizing activities in a fast paced, dynamic environment and communicating effectively to a diverse client base.
Perform technical operational tasks on routine basis within OLA.
Trouble shooting issues reported by users and issues self-detected within SLA
Independently resolve all known issues and 80% of newly occurred issues, including data investigations.
Monitoring and recovery all processes. Maintain environment stabilities
Coordinate with Level 3 ad Development team on resolving issues in PROD environment and provide feedback.
Collect environment improvement points and provide a plan to Development team and application owners.
Planning and coordinating release knowledge sharing, migrations, disaster recovery
Provide knowledge and support training for new team members
Develop support-script and simplify-issue-investigation scripts
Degree in Computer Engineering, or equivalent experience
5-8 years' experience in an Application Support role.
Strong Technical experience in Linux, Oracle SQL/PLSQL, Bigdata, ETL/Abinitio, Autosys
Experience in monitoring tool AppDynamics
Experience installing, configuring, or supporting business applications.
Experience with some programming languages and 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 along with ability to communicate appropriately to relevant stakeholder
Citi is an equal opportunity and affirmative action employer.
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