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The Apps Support Sr Analyst is a seasoned professional role. Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and work-flow for the area or function. Integrates subject matter and industry expertise within a defined area. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the function and overall business. Evaluates moderately complex and variable issues with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information. Requires good analytical skills in order to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Strong communication and diplomacy skills are required. Regularly assumes informal/formal leadership role within teams. Involved in coaching and training of new recruits. Significant impact in terms of project size, geography, etc. by influencing decisions through advice, counsel and/or facilitating services to others in area of specialization. Work and performance of all teams in the area are directly affected by the performance of the individual.
Responsibilities:
- The Application Support Senior Analyst provides technical and business support for users of Citi Applications. This includes providing quick resolutions to app issues, driving stability, efficiency and effectiveness improvements to help us and the business succeed.
- Assist in mining and analyzing large sets of data related to system performance, availability, and reliability, focusing on Golden Signals, Service Mapping, and Business Transactions.
- Support the identification of gaps and opportunities for improvement in system reliability and performance using data-driven insights, learning and applying trend analysis and forecasting techniques.
- Contribute to the development of strategic roadmaps for improving SRE practices and automation, with a focus on toil reduction.
- Assist in defining and deploying key SRE metrics (SLIs, SLOs, error budgets) for measuring process improvement and system reliability.
- Support the implementation of feedback models and automated alerting systems to enable continuous process improvement and proactive incident management.
- Conduct research and contribute to the creation of artifacts to drive simplification and automation of SRE processes.
- Participate in root cause analysis, identifying faults in code, proposing solutions, implementing changes, and optimizing code for performance (O-notation).
- Assist in reviewing and authoring operational procedures related to SRE best practices and incident response, incorporating service level concepts (SLI, SLO, SLA, Error Budget).
- Support the distillation of complex technical information into executive-level narratives to communicate SRE performance and initiatives.
- Contribute to foundational and execution work streams for process improvement and automation initiatives within the SRE domain, focusing on cloud-native applications, Docker builds, Kubernetes, Helm, Terraform, and Load Balancing Architecture.
- Collaborate with Domain, Technical architecture, and SRE teams to drive efficiency and reliability.
- Assist in developing and maintaining dashboards and reporting to provide visibility into system health and performance using observability stacks (e.g., Grafana, ELK).
- Effective written and verbal communications including ability to explain technical issues in simple terms that non-IT staff can understand
- Knowledge/ experience of problem Management Tools.
- Good all-round technical skills
- Effectively share information with other support team members and with other technology teams
- Ability to plan and organize workload
- Consistently demonstrates clear and concise written and verbal communication skills
- Ability to communicate appropriately to relevant stakeholders
Education:
- Bachelor’s/University degree or equivalent experience
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Job Family Group:
Technology------------------------------------------------------
Job Family:
Applications Support------------------------------------------------------
Time Type:
Full time------------------------------------------------------
Most Relevant Skills
Please see the requirements listed above.------------------------------------------------------
Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.------------------------------------------------------
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