Apps Support GPA RegInsight EMEA
Citygroup
Chennai, India
1d ago

Description

We are seeking a candidate for an Apps Support Sr Analyst position in the Global Production Assurance group.The role will be a senior member of the production support team that provides Level 2 / Level 3 support for the applications as well as be the point of contact / owner of support for these applications in the portfolio.

The role would currently involves supporting CitiRisk Market Risk.CitiRisk Market Risk Collects market risk data for the calculation of Value-

at-Risk data for regulatory reporting and internal risk management and limit monitoring.The application is critical and requires 24x7 support coverage so the candidate needs to ensure the support teams have the right structure in place to cover any special processing requirements outside the normal windows.

The ideal candidate should be technically astute, well organized, pro-active and be comfortable discussing issues with business and technical users at all levels.

The candidate must have a strong IT background in ORACLE, JAVA and Unix.A strong focus on communication and technical skills, system stability, assessinguser expectations, and problem management which includes issue documentation, root cause analysis and trending analysis is needed for this role.

Key Responsibilities :

Manage multiple production support teams based in multiple locations

Identify ways to increase efficiency and improve effectiveness of work performed and resources utilized to drive continuous improvement

Single point of contact for the Applications for any day-to-day production support concerns which need to be taken up with GPA

Excellent team building, interpersonal and communications skills with ability to negotiate, listen, motivate, demonstrate diplomacy, give and receive feedback, and interact effectively with senior management and internal teams

Ability to delve deep into the code structure to understand complex algorithms and troubleshoot system / data problems

Ability to effectively influence peers and others to achieve objectives

Provide technical oversight across systems and applications; leverage skills across team and department

Demonstrate drive and initiative; be goal-oriented, dedicated and self-sufficient

  • Partner with development and other technology teamsto develop strategy regarding overall architecture and infrastructure, identifies and defines necessary system enhancements;
  • analyzes existing system logic, identifies problems; and recommends and implements solutions

    Be able to work well under pressure, adapt quickly to changing priorities and maintain focus on key tasks during busy periods

    Responsible for system availability / stability within the production environment to agreed business levels

    Communicate regular status updates and metrics to both Senior Business and IT managers

    Communicate complex technical issues to business users in a language they understand

    Oversee and prioritize issues based on criticality

    Provide effective client communication during regular updates or escalate when appropriate

    Provide support for the applications outside normal hours including weekends where needed to address production issues or new releases to the application

    Plan for and execute annual Continuity of Business (COB) tests, which will involve liaising with DBA’s, System Administrators, Users and other technical support teams to ensure test plans are executed as per the plan

    Ensure production support documentation is kept up to date

    In-depth expertise and troubleshooting on specific platforms or applications

    Implementation and release planning, coordination with L2 for execution

    Analyze and coordinate resolutions with vendors

    System and application performance analysis, co-ordination, and remediation

    Identify automation for repetitive activities and proposal for performance improvement, if any

    Interaction with 3rd Party Vendor support where needed

    Participate in and execute emergency changes to bring an application back to production

    Assure adherence to all support process and tool standards and work with GPA Management to create new and / or enhance processes to ensure consistency and best practices across the program

    Prioritize and request support from any GPA support service such as Change mgmt., Problem mgmt., Middleware / STE, any CTI Infra, and / orother external entity / 3rd party support vendors, as applicable and required

    Participate in working with GPA support teams in the overall validation, prioritization and scheduling of any specific and detailed Incident / Major Incident, Request, or Problem Ticket remediation and / or any minor enhancement / defect work

    Ensure coordination and cooperation from any Development and / or 3rd party vendor support teams in scheduling and providing access to current support personnel for applications in a timely manner to support overall knowledge transfer to GPA-

    managed resources during transition phases for an application

    Ensure overall compliance of all portfolio applications including license agreements / access rights for any software as well as the submission of Data Privacy clearance to support any application

    Support and assist any and all GPA teams in their overall Capacity-planning process / cycles to ensure sufficient and effective dimensioning / sizing of all necessary future hardware and software requirements

    Drive continued cost reductions and efficiencies across the portfolios supported by means of Root Cause Analysis reviews, Knowledge management, Performance tuning, and user training

    Qualifications :

    Bachelor’s degree in Information Technology related field or equivalent experience

    8 years experience in a technical environment

    5 years management experience preferably in a support management / lead role

    Experience working in a support environment and dealing with business and technology users of the application in a support capacity

    Excellent written, verbal and presentation skills

    Proficiency in dealing with complex technical issues in an application support role(NOTdesktop)

    Highly Effective Organization skills

    Strong Problem Solving skills

    Solid UNIX skills

    Unix Shell Scripting beneficial

    Core Java preferred

    Knowledge of Incident and Change Management

    Strong MS Excel, MS PowerPoint, MS Word, Visio and SharePoint (for creation of libraries, lists and pages) skills

    Knowledge of Unix and Windows platforms DB Procedural Language beneficial

    Qualifications

    We are seeking a candidate for an Apps Support Sr Analyst position in the Global Production Assurance group.The role will be a senior member of the production support team that provides Level 2 / Level 3 support for the applications as well as be the point of contact / owner of support for these applications in the portfolio.

    The role would currently involves supporting CitiRisk Market Risk.CitiRisk Market Risk Collects market risk data for the calculation of Value-

    at-Risk data for regulatory reporting and internal risk management and limit monitoring.The application is critical and requires 24x7 support coverage so the candidate needs to ensure the support teams have the right structure in place to cover any special processing requirements outside the normal windows.

    The ideal candidate should be technically astute, well organized, pro-active and be comfortable discussing issues with business and technical users at all levels.

    The candidate must have a strong IT background in ORACLE, JAVA and Unix.A strong focus on communication and technical skills, system stability, assessinguser expectations, and problem management which includes issue documentation, root cause analysis and trending analysis is needed for this role.

    Key Responsibilities :

    Manage multiple production support teams based in multiple locations

    Identify ways to increase efficiency and improve effectiveness of work performed and resources utilized to drive continuous improvement

    Single point of contact for the Applications for any day-to-day production support concerns which need to be taken up with GPA

    Excellent team building, interpersonal and communications skills with ability to negotiate, listen, motivate, demonstrate diplomacy, give and receive feedback, and interact effectively with senior management and internal teams

    Ability to delve deep into the code structure to understand complex algorithms and troubleshoot system / data problems

    Ability to effectively influence peers and others to achieve objectives

    Provide technical oversight across systems and applications; leverage skills across team and department

    Demonstrate drive and initiative; be goal-oriented, dedicated and self-sufficient

  • Partner with development and other technology teamsto develop strategy regarding overall architecture and infrastructure, identifies and defines necessary system enhancements;
  • analyzes existing system logic, identifies problems; and recommends and implements solutions

    Be able to work well under pressure, adapt quickly to changing priorities and maintain focus on key tasks during busy periods

    Responsible for system availability / stability within the production environment to agreed business levels

    Communicate regular status updates and metrics to both Senior Business and IT managers

    Communicate complex technical issues to business users in a language they understand

    Oversee and prioritize issues based on criticality

    Provide effective client communication during regular updates or escalate when appropriate

    Provide support for the applications outside normal hours including weekends where needed to address production issues or new releases to the application

    Plan for and execute annual Continuity of Business (COB) tests, which will involve liaising with DBA’s, System Administrators, Users and other technical support teams to ensure test plans are executed as per the plan

    Ensure production support documentation is kept up to date

    In-depth expertise and troubleshooting on specific platforms or applications

    Implementation and release planning, coordination with L2 for execution

    Analyze and coordinate resolutions with vendors

    System and application performance analysis, co-ordination, and remediation

    Identify automation for repetitive activities and proposal for performance improvement, if any

    Interaction with 3rd Party Vendor support where needed

    Participate in and execute emergency changes to bring an application back to production

    Assure adherence to all support process and tool standards and work with GPA Management to create new and / or enhance processes to ensure consistency and best practices across the program

    Prioritize and request support from any GPA support service such as Change mgmt., Problem mgmt., Middleware / STE, any CTI Infra, and / orother external entity / 3rd party support vendors, as applicable and required

    Participate in working with GPA support teams in the overall validation, prioritization and scheduling of any specific and detailed Incident / Major Incident, Request, or Problem Ticket remediation and / or any minor enhancement / defect work

    Ensure coordination and cooperation from any Development and / or 3rd party vendor support teams in scheduling and providing access to current support personnel for applications in a timely manner to support overall knowledge transfer to GPA-

    managed resources during transition phases for an application

    Ensure overall compliance of all portfolio applications including license agreements / access rights for any software as well as the submission of Data Privacy clearance to support any application

    Support and assist any and all GPA teams in their overall Capacity-planning process / cycles to ensure sufficient and effective dimensioning / sizing of all necessary future hardware and software requirements

    Drive continued cost reductions and efficiencies across the portfolios supported by means of Root Cause Analysis reviews, Knowledge management, Performance tuning, and user training

    Qualifications :

    Bachelor’s degree in Information Technology related field or equivalent experience

    8 years experience in a technical environment

    5 years management experience preferably in a support management / lead role

    Experience working in a support environment and dealing with business and technology users of the application in a support capacity

    Excellent written, verbal and presentation skills

    Proficiency in dealing with complex technical issues in an application support role(NOTdesktop)

    Highly Effective Organization skills

    Strong Problem Solving skills

    Solid UNIX skills

    Unix Shell Scripting beneficial

    Core Java preferred

    Knowledge of Incident and Change Management

    Strong MS Excel, MS PowerPoint, MS Word, Visio and SharePoint (for creation of libraries, lists and pages) skills

    Knowledge of Unix and Windows platforms DB Procedural Language beneficial

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