An Applications Support Intermediate Analyst position exists for a role in the Production Level 2 support team within the Information Services Technology team to support functionalities being developed using .Net, Java, Salesforce, Microsoft technologies, Oracle and Mongo DB. The position requires coordinating with the global teams to support Sales, Products, Implementations and Operations in Citi Clients Technology. The team manages the day-to-day availability of the applications and ensures issues or status updates are accurately communicated to Level 1 support and to the business.
The successful candidate will be part of L2 team in Pune, India and work closely with their colleagues in APAC to ensure seamless 24 x 5 supports of our applications. In addition, they will work closely with Level 1 Support, L3/development teams, infra team and the business. The ideal candidate should be technically astute, well organized, proactive, and also to possess good multi-tasking skills.
The support team work shifts during the IST business hours in order for the team to provide on-site coverage. The candidate must be willing to participate in the work shift rotation and also the weekend support rotation.
Work closely with Level 1 support, development teams and infrastructure teams to deliver strategy & priorities and communicate progress effectively to all stakeholders.
Analyse and resolve issues that arise on applications being supported. Ensure SLA are being met.
Provide support to the business on day-to-day activities and ad-hoc requests
Communicate issues and status updates with all stakeholders effectively.
Maintain application availability to business users globally.
Ensure the stability of applications by proactively seeking ways of improving stability.
Drive initiatives for capacity planning, resiliency/failover plans and monitoring enhancement.
Perform Change Management and deployment activities on production environment.
Provide ideas and conduct efficiency and effectiveness improvements in support processes.
Perform Incident and Problem management including prioritization, cause analysis and escalation to appropriate groups.
Provide RCA (Root Cause Analysis) and recommendation to the application development team to increase the stability of the system and reduce number of incidents created for the application.
Create and maintain a knowledge base to provoke knowledge transfer within the team.
3-7 years of experience in Production Support
DOT Net Web API, MVC
WEB\IIS, Windows services, SQL
Good understanding of ITIL
Understanding of problem management methodologies
Knowledge of active monitoring tools (Tivoli, Nagios, ITRS, Uptime, etc.)
Good sense of production incidents / issues handling
Familiar with Unix commands. Shell scripting.
Ability to communicate well at all levels and strong organizational skills
Self-motivating and ability to work in a team environment
Ability to learn new skills quickly with little supervision
Nice to have skills
Rest API Knowledge
Ability to develop support tools/scripts as required
Functional knowledge of SQL + ability to write SQL database script
Deeper understanding of web technologies
Understanding of IP networks + ability to analyze and monitor network traffic
Citi Pune is an equal opportunity employer. Accordingly, we will make reasonable accommodations to respond to the needs of people with disabilities. Individuals who view themselves as Aboriginals, members of visible minorities, and disabled are encouraged to apply in confidence.