About this role
Responsibilities
• Provide technical and business support for Citi applications, ensuring high availability, stability, and performance of critical production systems. • Utilize strong application support knowledge to investigate issues, provide short-term resolutions, and partner with Engineering, Development, Infrastructure, and Vendor teams for long-term remediation. • Develop a comprehensive understanding of end-to-end application architecture, integrations, and business workflows. • Act as a liaison between business users, technology teams, and external vendors to resolve application and infrastructure issues. • Participate in application releases across development, testing, deployment, and production environments, including post-release validation and production readiness reviews. • Perform proactive monitoring and support of production systems using observability and monitoring tools such as Grafana, Splunk, Dynatrace, AppDynamics, OpenTelemetry (OTel), Elastic, or similar platforms. • Analyze application, infrastructure, and business transaction telemetry including metrics, logs, traces, and alerts to identify service degradation, root causes, and performance bottlenecks. • Own incident management activities, including troubleshooting, impact assessment, escalation coordination, stakeholder communication, and post-incident reviews. • Perform detailed root cause analysis using application logs, SQL queries, MongoDB queries, Unix/Linux commands, monitoring dashboards, and system diagnostics. • Support engineering initiatives focused on application reliability, performance optimization, automation, resiliency, operational excellence, and platform modernization. • Develop and maintain operational runbooks, support documentation, knowledge repositories, and standard operating procedures. • Participate in disaster recovery testing, business continuity exercises, and resiliency assessments. • Collaborate with Development and Engineering teams to prioritize defect fixes, technical debt reduction, observability enhancements, and support tooling requirements. • Identify opportunities to automate manual operational activities and improve monitoring, alerting, and support processes. • Analyze applications to identify risks, vulnerabilities, performance issues, and security concerns, recommending remediation actions where appropriate. • Leverage SQL and MongoDB to perform data analysis, issue investigation, transaction validation, and operational reporting. • Utilize Unix/Linux environments to perform troubleshooting, log analysis, application validation, scripting, and production support activities. • Drive stability, efficiency, effectiveness, and observability initiatives to improve application reliability and reduce operational risk. • Serve as a Subject Matter Expert (SME) for supported applications and provide technical guidance to team members and stakeholders. • Exercise independent judgment in resolving complex technical issues while ensuring compliance with organizational standards and controls. • Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients, and assets. Qualifications
• 4-9 years of experience in Application Support, Production Support, Site Reliability Engineering (SRE), Platform Support, or related technical roles. • Experience supporting distributed applications in production environments with a focus on stability, reliability, and performance. • Working knowledge of observability concepts including Metrics, Logs, Traces, Alerting, Monitoring, and OpenTelemetry (OTel). • Experience with monitoring and observability tools such as Grafana, Splunk, Dynatrace, AppDynamics, Elastic, New Relic, or similar platforms. • Strong troubleshooting and analytical skills with the ability to diagnose complex application, infrastructure, and data-related issues. • Hands-on experience writing SQL queries for data validation, troubleshooting, reporting, and production investigations. • Working knowledge of MongoDB including querying, analyzing collections, and troubleshooting application data issues. • Experience working in Unix/Linux environments, including log analysis, process monitoring, file management, shell scripting, and production support operations. • Understanding of application architecture, APIs, middleware technologies, databases, messaging systems, and cloud-based platforms. • Exposure to automation and engineering practices that improve operational efficiency and reduce manual support activities. • Experience with incident, problem, change, and release management processes. • Knowledge of issue tracking, service management, and reporting tools such as ServiceNow, Jira, or equivalent platforms. • Understanding of DevOps, CI/CD pipelines, and software development lifecycle processes. • Ability to perform root cause analysis and drive corrective and preventive actions. • Basic understanding of financial services, transaction processing, and banking applications is preferred. • Effective communication, stakeholder management, and collaboration skills. • Ability to prioritize workload, manage multiple tasks, and work effectively in a fast-paced production support environment. • Strong customer focus with excellent verbal and written communication skills. • Demonstrated ability to work independently while collaborating effectively across cross-functional teams. Technical Skills (Preferred)
• SQL • MongoDB • Unix/Linux • Shell Scripting • Grafana • Splunk • OpenTelemetry (OTel) • Dynatrace/AppDynamics • REST APIs • JSON/XML • Git • Jira • ServiceNow • CI/CD Tools • Incident & Problem Management • Application Performance Monitoring (APM) • Cloud Technologies (AWS, GCP, Azure) exposure preferred Education Bachelor's degree in Computer Science, Information Technology, Engineering, or equivalent professional experience.
------------------------------------------------------ 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.
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