Production Support Analyst

**Team/Function Overview**:
**Key Responsibilities**
- Provide front line support for Citi's proprietary technologies (Level 1 support). The role will entail hands-on investigation and issue resolution, incident management and being passionate about taking part in initiatives to improve the production platform.
- Performs controlled resolution of incidents and problems including prioritization and escalation to relevant groups when appropriate, root cause analysis of all problems with follow-through to resolution. Must be able to escalate problems to appropriate resolver groups, while adhering to Service Level Agreements
- Act as a liaison between end users, multiple technology or resolver groups, implementations teams and business line contacts in support of issues resolution.
- Monitor system processing, infrastructure alerts, batch failures, and recover processes when required in partnership with other technical support teams.
- Develop a comprehensive understanding of how areas of apps support collectively integrate to contribute to achieving business goals.
- Interact with software vendors to provide best solutions to business problems.
- Participates in disaster recovery testing if required.
- Develop and maintain technical support documentation.

**Qualifications**
- Experience in Incident, Problem Management: Incident tracking & reporting. Managing ticketed query system. ServiceNow knowledge is a plus (ITIL)
- Solid customer service and communication skills
- Knowledge or prior experience with data warehouses, data mining, data analysis, SQL Server or other analytical tools or reporting engines is a plus.
- Passion for technology, eager to learn and make a career in Technology.
- Proficient in English is a must.
- **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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