Application Support Lead - Assistant Vice President at Citi

Role Description

The Applications Support Leads (C12) is a seasoned technical professional responsible for providing end‑to‑end application support for Citi’s strategic platforms, with a strong focus on Non‑Production environments (DEV / SIT / UAT ) and DevOps-enabled delivery models.

This role applies in‑depth disciplinary knowledge to support complex applications, contributes to continuous improvement of operational processes, and partners closely with Development, DevOps, Quality Assurance, Infrastructure, and Release Management teams. The individual demonstrates strong analytical, problem‑solving, and communication skills, and operates with a moderate level of autonomy while influencing outcomes through expertise and judgment.

The role has a direct impact on application stability, release readiness, testing effectiveness, and time‑to‑market, ensuring that technology platforms meet business expectations and Citi’s risk and control standards.

Key Responsibilities

Application & Environment Support

• Provide Level 2 / Level 3 technical and business support for Citi applications across Non‑Production environments, ensuring availability, stability, and readiness for testing and deployments.
• Manage, maintain, and support application platforms and their operating environments post‑development lifecycle, with emphasis on environment stability, configuration consistency, and functional integrity.
• Perform Start‑of‑Day / End‑of‑Day checks, ongoing health monitoring, and regional handovers across global support teams.
• Conduct same‑day risk checks and reconciliations to ensure environment and application integrity.

DevOps & CI/CD Enablement

• Support and troubleshoot CI/CD pipelines across Non‑Production environments, including build failures, deployment issues, rollback scenarios, and promotion defects.
• Participate actively in application releases, including deployment coordination, validation, verification, and post‑release stabilization.
• Work closely with DevOps and Development teams to enable automation, reduce manual intervention, and improve deployment reliability.
• Support deployment dry runs, rehearsal activities, and environment readiness assessments ahead of major releases.

Monitoring, Stability & Incident Management

• Proactively monitor applications using tools such as ITRS Geneos, Splunk, Kibana, and similar platforms.
• Assess the risk and business impact of application and environment incidents, escalating appropriately in line with SLAs and Citi incident management standards.
• Perform root cause analysis (RCA) and drive preventive actions to reduce recurring issues.
• Ensure logging, alerting, storage, and archiving procedures are implemented and functioning correctly.

Technical Expertise & Collaboration

• Act as a technical liaison between business users, developers, infrastructure teams, and third‑party vendors.
• Support applications running on Linux platforms, databases (Oracle, SQL Server, MongoDB), middleware, and web/application servers (WebSphere, WebLogic).
• Provide middleware support including MQ, NDM, and SFTP configurations.
• Support batch scheduling and workload automation using Autosys.

Documentation, Standards & Continuous Improvement

• Develop and maintain support documentation, runbooks, and deployment procedures.
• Contribute to defining and improving operating standards, support processes, and controls.
• Identify opportunities to optimize application performance, efficiency, and operational effectiveness.
• Actively participate in post‑implementation reviews to ensure release objectives are met.

Leadership & Governance

• Serve as a subject matter expert (SME) for assigned applications and environments.
• Provide coaching and guidance to junior analysts, contributing to team capability uplift.
• Exercise sound judgment and autonomy while operating under Citi’s risk, compliance, and control framework.
• Ensure decisions demonstrate consideration for Citi’s reputation, regulatory obligations, and client impact.

Qualifications Required

• 8–13 years of experience in Application Support, Production Support, or Technical Operations roles.
• Strong experience supporting Non‑Production environments in fast‑paced delivery models.
• Hands‑on experience with Linux operating systems.
• Proficiency with databases (Oracle, SQL Server, MongoDB).
• Experience supporting web and middleware platforms (WebSphere, WebLogic, MQ, NDM, SFTP).
• Working knowledge of CI/CD pipelines and DevOps delivery practices.
• Experience using monitoring and logging tools (Geneos, Splunk, Kibana or equivalent).
• Experience with Autosys or enterprise scheduling tools.
• Strong analytical, troubleshooting, and problem‑management skills.
• Excellent written and verbal communication skills, with ability to explain technical issues to non‑technical stakeholders.

Preferred / Added Advantage

• Exposure to Cloud technologies and container platforms (ECS / Kubernetes – support perspective).
• Experience working in Agile / DevOps operating models.
• Proven record of driving stability, efficiency, and automation initiatives.

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Job Family Group:

Technology

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Job Family:

Applications Support

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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