Application Support - level 3 - AVP, Citi

Application Support - level 3 - AVP

Citi

Location:

United Kingdom, Belfast

Category:

IT - Software Development

Contract Type:

Employment contract

Salary:

Not provided

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Job Description:

The Case Manager L3 Support Analyst provides technical and business support for users of Citi end users applications. This includes providing quick resolutions to application issues, driving stability, efficiency and effectiveness improvements to help us and the business succeed. The Level 3 Case Manager Support Analyst is an opportunity for someone who is proactive, shows initiative, enjoys problem solving and helping others.

Job Responsibility:

Responsible for providing L3 Surveillance case manager platform support
Proactively involving the global engineering teams and production support as required for defects beyond the scope of the L3 team
Ensure user queries are promptly actioned and responded to
Log and/or maintaining defects in ServiceNow
Responsible for troubleshooting the issues and driving root cause analysis
Work closely with the development team to understand and get the defects fixed
As required, reach out to upstream systems for data availability of the surveillance platform for daily jobs and resolve issues relating to data issues
Lead by example in integrity, commitment, being customer and results focused and being a key contributor in technical problem solving
Manage, maintain and support applications and their operating environments, focusing on stability, quality and functionality against service level expectations
Start of day checks, continuous monitoring and regional handover
Develop and maintain technical support documentation
Identify ways to maximise the potential of the applications used
Assess risk and impact of production issues and escalate to business and technology management in a timely manner
Ensure essential procedures are followed and help to define operating standards and processes
Expected to be able to raise problems to appropriate technology and business teams, while adhering to Service Level Agreements.

Requirements:

Experience in L3 production support activities or relevant engineering experience
Good knowledge in Java, Angular, Spring boot, Oracle and a willingness to learn
Microservices architecture knowledge
Knowledge of Autosys/CA Workload Control Centre tool is added advantage
Experience in monitoring tools like AppDynamics would be desirable
Effective written and verbal communications including ability to explain technical issues in simple terms that non-IT staff can understand
Demonstrated analytical skills, issue tracking and reporting using tools
Ability to communicate appropriately to relevant stakeholders
Ability to plan and organise workload
Bachelor’s/University degree or equivalent experience
Exceptional candidates who do not meet this criteria may be considered for the role provided they have the necessary skills and experience.

Nice to have:

Knowledge of Autosys/CA Workload Control Centre tool
Experience in monitoring tools like AppDynamics.

What we offer:

Global benefits
Best-in-class benefits to be well, live well, and save well.

Additional Information:

Job Posted:

March 22, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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