Production Support Analyst (Officer)

Citi Funds Transfer Pricing (CitiFTP) is a strategic Treasury platform undergoing significant expansion as part of Treasury's transformation roadmap. The platform supports critical Funds Transfer Pricing processes globally and continues to expand into new products, business capabilities, and regulatory initiatives.

The Production Support Analyst will be responsible for providing application production support, incident management, operational monitoring, and release support across the CitiFTP platform. The role requires close collaboration with Development, Infrastructure, Operations, and Business teams to ensure platform stability, timely issue resolution, and strong operational controls.

Key Responsibilities

Production Support & Incident Management

• Provide Level 2/Level 3 application support for CitiFTP applications and related processes.
• Investigate and resolve production incidents, service requests, and application issues.
• Perform root cause analysis and drive remediation actions to prevent recurring issues.
• Monitor application health, inbound/outbound feeds, batch processing, and SLA adherence.
• Coordinate incident resolution across Development, Infrastructure, DBA, and Operations teams.
• Participate in on-call support rotations and critical incident management activities.

Release & Change Support

• Support application releases across development, test, UAT, and production environments.
• Execute deployment validation and post-release verification activities.
• Coordinate with Development and Release Management teams to ensure smooth implementations with minimal business disruption.
• Support change management processes and adherence to technology governance standards.

Data Analysis & Operational Excellence

• Develop and execute complex SQL queries for troubleshooting, data analysis, and issue resolution.
• Utilize Unix/Linux scripting to support automation and operational efficiencies.
• Monitor scheduled jobs and batch processing activities using enterprise scheduling tools.
• Create and maintain support documentation, operational procedures, and knowledge articles.
• Identify opportunities for process improvements, automation, and reduction of manual support activities.
• Provide operational metrics and status reporting to management and stakeholders.