Applications Support Intermediate Analyst (Officer)

Role / Position Overview

We are looking for a production support analyst within the Citi Technology Support organization. This team manages the day-to-day availability of the applications and ensures issues or status updates are accurately communicated to business. The analyst will be working closely with colleagues in NAM region to ensure seamless 24 x 7 support of our applications. The analyst is also expected to build and enhance technical tools to help improve support operations. The incumbent should possess great multi-tasking skills to handle the fast-paced production environment. The ideal candidate should be technically astute, well organized, proactive, and comfortable in discussing issues with business and technical users at all levels.

This role will require the flexibility of working in shifts and providing weekend support as needed. The shift will vary between the hours of 9:00 am and 7:00 pm AU time.

Functional Responsibilities:

• Work closely with development, infrastructure teams and the business to ensure that the team is meeting the business’ requirement;
• Manage and resolve issues that arise and ensure daily process completion to service level agreements;
• Communicate issues and status updates with all stakeholders effectively;
• Maintain application availability to business users globally;
• Ensure the stability of applications by seeking ways proactively for improving stability;
• Drive initiatives for capacity planning, resiliency/failover plans and monitoring enhancements;
• Perform Change Management and deployment activities in production environment;
• Provide ideas and conduct efficiency and effectiveness improvements in support processes;
• Perform Incident and Problem management including prioritization, cause analysis and escalation to appropriate groups;
• Liaise with users, business sponsors and other application development (AD) groups;
• Provide support to AD teams to ensure that changes can be placed into production and supported;
• Create and maintain a knowledge base to promote knowledge transfer within the team; and
• Participate in special project initiatives, as required.

Technical Qualifications & Experiences

• In-depth understanding of multi-tier client-server architecture, standard HTTP/HTTPS request/response lifecycles, and HTTP status codes (2xx, 3xx, 4xx, 5xx).
• Hands-on experience supporting and troubleshooting RESTful and SOAP APIs using tools such as Postman, cURL, and browser developer tools.
• Working knowledge of web server configuration, maintenance, and log analysis
• Understanding of web security fundamentals, including SSL/TLS certificate lifecycles, cipher suites, mutual TLS (mTLS), CORS, and Web Application Firewalls (WAF).
• Hands-on support experience with Enterprise RDBMS (e.g., Oracle, PostgreSQL, Microsoft SQL Server) and NoSQL/Caching platforms (e.g., MongoDB, Redis, Cassandra).
• Basic knowledge of database High Availability (HA) and Disaster Recovery (DR) models, such as active-passive replication, clustering, and point-in-time recovery.
• Basic knowledge of Linux/Unix CLI navigation
• Hands-on experience administering and supporting enterprise application servers (e.g., Apache Tomcat, Jetty, IBM WebSphere, Oracle WebLogic).
• Practical operational experience in a major public cloud (AWS, Microsoft Azure, or GCP) or enterprise private cloud platform (Red Hat OpenShift)
• Preferred Experience with Infrastructure as Code (IaC) tooling (e.g., Terraform) and CI/CD pipelines (Jenkins, GitLab CI, GitHub Actions, Harness)
• Hands-on operational experience with ITRS Geneos monitoring suite, including daily use of Active Console for real-time alerting, health state assessment, and event investigation.
• Practical knowledge of ITRS Geneos architecture and components: Gateways, Netprobes, Data-views, and Samplers.

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