This support role requires experience which falls within application Operations. The individual in this position is expected to understand and follow IT operations procedures, daily support practices, major incident support, etc. and provide feedback to the leadership team, for the purpose of continuous service improvement and operational excellence. Maintaining an awareness of all Command Center workflows and automation/efficiency opportunities, they should be able to provide input to management on automation enhancements and workflow optimization opportunities.

It is expected that the candidate has demonstrated historical competency in application support while also has the technical aptitude to progress towards cross disciplinary applications operations support.

Job Description

This role is responsible for assisting with L1 application support, batch support, etc. and command center administration activities, technical guidance, and security in coordination with the ICG Production support team. The overall objective is to use application knowledge and identified policies to process data, resolve issues and execute administrative tasks. In this role you will be responsible for monitoring Citi ICG Applications via centralized monitoring toolsets, provide professional first line support for our internal customers and coordination of service restoration activities.

Responsibilities:

• Provide Tier I Technical Support for Citi’s application infrastructure.
• Resolve simple, automated, and scripted incidents
• Execute/Coordinate or implement simple, automated, and scripted changes for application requests.
• Troubleshoot and provide client support for application issues.
• Recognize severity events as they occur and engage Command Center Management immediately upon awareness of severe application technology degradation.
• Document and update incident technical details into ServiceNow ticketing system.
• Escalate issues to Tier II support if unable to resolve through initial troubleshooting that are within the Command Center operating procedures.
• Communicate with Command Center Management to provide frequent status updates regarding technical issues and status of the remediation efforts.
• Execution of standard operational processes which involve application and client interfaces.
• Provide timely response to phone calls into the Command Center Technical Support hotline from internal colleagues within CTI, Citi business clients, vendors, and application teams.
• Excellent team player
• Willing ness to work in 24X7X365

Qualifications:

• Preferably 1-3 years of hands-on enterprise application operations support experience
• Intermediate understanding of application monitoring and troubleshooting of application related issues
• Basic understanding of batch operations in application space
• Good knowledge of ITIL process
• Able to work well in a fast-paced environment and be comfortable in stressful situations
• Can effectively communicate with both management as well as non-technical personnel on any application issues encountered
• Self-motivated, goal driven and quick learner
• Knowledge of ticketing tools like ServiceNow is a plus.
• Be fluent in English - written and spoken

Education:

• Preferably Bachelor’s/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.