Production Support Analyst

Role Overview: You will join Citi Technology as a part of the Applications Support team in Mumbai. This team is responsible for managing the production environment of various applications used by Finance, Risk, Compliance, and Human Resources functions within the company. Your role will involve providing technical support to internal end-users, monitoring system processing, and collaborating with global teams to ensure seamless 24x7 support. Key Responsibilities: - Provide front line support for Citi's proprietary technologies, involving hands-on investigation, issue resolution, and incident management. - Champion stability initiatives to enhance application high availability, including better monitoring, failover, and resiliency. - Resolve incidents and problems by prioritizing and escalating to relevant groups, conducting root cause analysis, and ensuring follow-through to resolution. - Monitor system processing, infrastructure alerts, batch failures, and recovery processes in coordination with other technical support teams. - Communicate effectively with operations, technology, and business partners on a regional or global basis. - Develop a comprehensive understanding of how different areas of application support contribute to achieving business goals. - Collaborate with software vendors to provide optimal solutions for business challenges. - Participate in disaster recovery testing, application releases, testing, and deployment into production if required. - Perform post-release checkouts after application releases and infrastructure updates. - Create and maintain technical support documentation. - Assess risks in business decisions, ensuring compliance with laws, rules, and regulations, and escalating control issues with transparency. Qualification Required: - 2-4 years of experience in System Analysis and applications support roles. - Knowledge or working experience with Unix or Linux environments and ETL jobs. - Proficiency in relational databases such as Oracle and Microsoft SQL, with expertise in database-level analysis and writing complex SQL DML statements. - Experience in Incident and Problem Management, including incident tracking, reporting, and managing ticketed query systems. Knowledge of ServiceNow (ITIL) is a plus. - Strong problem-solving skills and a design-oriented mindset to resolve complex technical issues. - Passion for technology, willingness to learn, and build a career in Technology. - Knowledge of data analysis and reporting tools is advantageous. - Intermediate or Advanced English proficiency. - Bachelor's Degree in Computer Science, IT, or other engineering disciplines. Exceptional candidates without the specified criteria but possessing necessary skills or work experience will also be considered for the role. Role Overview: You will join Citi Technology as a part of the Applications Support team in Mumbai. This team is responsible for managing the production environment of various applications used by Finance, Risk, Compliance, and Human Resources functions within the company. Your role will involve providing technical support to internal end-users, monitoring system processing, and collaborating with global teams to ensure seamless 24x7 support. Key Responsibilities: - Provide front line support for Citi's proprietary technologies, involving hands-on investigation, issue resolution, and incident management. - Champion stability initiatives to enhance application high availability, including better monitoring, failover, and resiliency. - Resolve incidents and problems by prioritizing and escalating to relevant groups, conducting root cause analysis, and ensuring follow-through to resolution. - Monitor system processing, infrastructure alerts, batch failures, and recovery processes in coordination with other technical support teams. - Communicate effectively with operations, technology, and business partners on a regional or global basis. - Develop a comprehensive understanding of how different areas of application support contribute to achieving business goals. - Collaborate with software vendors to provide optimal solutions for business challenges. - Participate in disaster recovery testing, application releases, testing, and deployment into production if required. - Perform post-release checkouts after application releases and infrastructure updates. - Create and maintain technical support documentation. - Assess risks in business decisions, ensuring compliance with laws, rules, and regulations, and escalating control issues with transparency. Qualification Required: - 2-4 years of experience in System Analysis and applications support roles. - Knowledge or working experience with Unix or Linux environments and ETL jobs. - Proficiency in relational databases such as Oracle and Microsoft SQL, with expertise in database-level analysis and writing complex SQL DML statements. - Experience in Incident and Problem Management, including incident tracking, reporting, and managi