Application Support Engineer

September 17, 2024

Citi

Heredia

The Apps Support Intmd Analyst is a developing professional role. Deals with most problems independently and has some latitude to solve complex problems. Integrates in-depth specialty area knowledge with a solid understanding of industry standards and practices. Good understanding of how the team and area integrate with others in accomplishing the objectives of the subfunction/ job family. Applies analytical thinking and knowledge of data analysis tools and methodologies. Requires attention to detail when making judgments and recommendations based on the analysis of factual information. Typically deals with variable issues with potentially broader business impact. Applies professional judgment when interpreting data and results. Breaks down information in a systematic and communicable manner. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Moderate but direct impact through close contact with the businesses' core activities. Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams.

Responsibilities:
The Apps Support Intmd Analyst provides technical and business support for users of Citi Applcations.
Utilizes good understanding of apps support procedures and concepts and basic knowledge of other technical areas to field issues and queries from stakeholders, provide short-term resolutions and work with relevant technology partners for long term remediation.
Develop a comprehensive understanding of how areas of apps support collectively integrate to contribute to achieving business goals.
Act as a liaison between users/traders, interfacing internal technology groups and vendors
Participates in disaster recovery testing
Participate in application releases, from development, testing and deployment into production.
perform post release checkouts after application releases and infrastructure updates. Develop and maintain technical support documentation.
Considers implications of the application of technology to the current environment.
Analyzes applications to identify risks, vulnerabilities and security issues.
Makes evaluative judgments based on analysis of factual information; resolves problems by identifying and selecting solutions Cooperation with Development colleagues to prioritize bug fixes and support tooling requirements.
Directly impacts the business by ensuring the quality of work provided by self and others; impacts own team and closely related work teams.
Exchanges ideas and information
Active involvement in and ownership of Support Project items, covering Stability, Efficiency, and Effectiveness initiatives.
Performs other duties and functions as assigned in a concise and logical manner.
Has the ability to operate with a limited level of direct supervision.
Can exercise independence of judgement and autonomy.
Acts as SME to senior stakeholders and /or other team members.
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
Qualifications:

2-5 years experience
Basic knowledge or interest about apps support procedures, concepts and of other technical areas.
Participation in some process improvements.
Previous experience or interest in standardization of procedures and practices.
Basic Business knowledge/ understanding of financial markets and products.
Knowledge/ experience of problem Management Tools.
Understands of how own sub-function integrates within the function and commercial awareness
Evaluates (sometimes complex) situations using multiple sources of information Developed communication and diplomacy skills to persuade and influence
Good customer service, communication and interpersonal skills
Good knowledge of the business and its technology strategy
Consistently demonstrates clear and concise written and verbal communication skills
Knowledge of issue tracking and reporting using tools
Good all-round team member
Effectively share information with other support team members and with other technology teams
Ability to plan and organize workload
Ability to communicate appropriately to relevant stakeholder
Education:

Bachelor’s/University degree or equivalent experience

About Citi

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.
Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. We are also committed to attracting and retaining women into careers in information technology by leveraging the power of global relationships, collaboration and learning - to build a strong eco-system of women who can provide support and mutual benefit.

Key Responsibilities

An Application Support Engineer is an IT professional who provides technical support regarding a spectrum of software used within a specific business sector. As part of an IT support team, an Application Support Engineer needs both technical knowledge and “people” skills to do their job well. A good Application Support Analyst should have a working knowledge on database, operating systems, integration technologies and programming/automation.
As an Application Support Engineer within the Institutional Clients Group (ICG) business, you will be part of a growing team in Costa Rica responsible for:

day-to-day availability of the applications (and ensuring any impacts are taken care of and accurately communicated to business users and technology senior leaders);
actively proposing, implementing and chasing actions that increase application stability/reliability and that enhance our team’s operational efficiency, especially via task automation.

As a Level 2 Engineer, you will work closely with Level 1 Support, Development teams, Infrastructure teams and the ICG business, all of them across different countries and time zones. You should be technically astute, well organized, and proactive and be comfortable discussing issues with business and technical users at all levels. The desired candidate will also need to possess good multi-tasking skills and availability for on-call support.

Essential Skills

Working experience of 2+ years on an Application Support Jr Engineer role or an experience of 5+ years on a Tech related role
Working knowledge of English, both oral and written is required
Working experience on supporting applications running in Unix/Linux, Windows, and Cloud environments.
Working experience on supporting/configuring SQL databases, Web Sphere, Oracle, IIS from an application perspective.
Experience in Incident, Problem, Change and Release management processes
Working knowledge on integration technologies like MQ series, Connect Direct and NDM, or on scheduling tools like Autosys and Tivoli (TWS) is a plus
Working experience on Dev Ops tools (Ansible, Bitbucket, Jenkins, etc.), as well as on programming/scripting for automation purposes is a plus.

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Job Family Group:
Technology -
Job Family:
Applications Support -
Time Type:
Full time -
Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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