Applications Support Senior Analyst -Assistant Vice President

The Apps Support Senior Analyst is responsible for providing Level 2 production support for critical business applications, ensuring platform stability, availability, and operational excellence. The role serves as the primary escalation point for complex application issues, working closely with business users, development teams, infrastructure teams, and vendors to investigate, troubleshoot, and resolve production incidents. The individual will focus on incident management, problem management, monitoring, change implementation, and continuous service improvement while ensuring adherence to SLAs and operational controls. Integrates subject matter and industry expertise within a defined area. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the function and overall business. Evaluates moderately complex and variable issues with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information. Requires good analytical skills in order to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Strong communication and diplomacy skills are required. Regularly assumes informal/formal leadership role within teams. Involved in coaching and training of new recruits. Significant impact in terms of project size, geography, etc. by influencing decisions through advice, counsel and/or facilitating services to others in area of specialization. Work and performance of all teams in the area are directly affected by the performance of the individual.

The Application Support Senior Analyst (Level 2 production ) provides technical and business support for users of Citi Applications. This includes providing quick resolutions to app issues, driving stability, efficiency and effectiveness improvements to help us and the business succeed. Perform proactive monitoring, start-of-day checks, health checks, and regional handovers. Investigate, troubleshoot, and resolve application, messaging, and infrastructure-related incidents within SLA targets. Conduct impact assessments, perform root cause analysis, and provide timely updates to stakeholders during production incidents. Coordinate with Level 1 support, development teams, infrastructure teams, and external vendors for issue resolution. Manage application recovery activities, transaction reconciliation, and same-day risk mitigation activities. Support production releases, change implementations, and post-deployment validations. Maintain operational runbooks, support documentation, knowledge articles, and standard operating procedures. Identify recurring issues and drive problem management initiatives to improve platform stability and reduce incidents. Monitor application performance, capacity utilization, and system availability, escalating risks proactively. Support regulatory, audit, compliance, and control requirements by ensuring adherence to operational procedures. Participate in weekend support, on-call rotations, disaster recovery exercises, and mandatory testing activities. Assist in automation, monitoring enhancements, and operational efficiency initiatives. Act as a subject matter expert for supported applications and mentor junior support analysts. Provide clear communication to business and technology stakeholders regarding incidents, risks, and service status. Maintains application systems that have completed the development stage and are running in the daily operations of the firm. Manages, maintains and supports applications and their operating environments, focusing on stability, quality and functionality against service level expectations. Start of day checks, continuous monitoring, and regional handover. Perform same day risk reconciliations Develop and maintain technical support