Citi Applications Support Analyst in Shanghai, China
Primary Location: China,Shanghai,Shanghai
Other Location: Asia Pacific
Education: Bachelor's Degree
Job Function: Technology
Shift: Day Job
Employee Status: Regular
Travel Time: No
Job ID: 16061402
A position exists for a role in the Production Level 2 support team within the Citi Research technology team. The team manages the day-to-day availability of the applications and ensures issues or status updates are accurately communicated to Level 1 support and to the business.
The successful candidate will be a L2 team member in Shanghai and work closely with their colleagues in NAM to ensure seamless 24 x 7 support of our applications. In addition, they will work closely with Level 1 Support, development teams, infra teams and the business. The ideal candidate should be technically astute, well organized, proactive, and also to possess good multi-tasking skills. The support team works shifts through its team members located in APAC and NAM.
The support team work shifts during the APAC hours in order for the team to provide on-site cover between the hours of 7:00 am and 7:00 pm. This allows the support team to cover both our APAC and UK user base. The candidate must be willing to participate in the work shift rotation and also the weekend support rota.
Work closely with first level support, development teams, infrastructure teams and the Research business to deliver strategy & priorities and communicate progress effectively to all stakeholders.
Manage and resolve issues that arise on Research systems. Ensure daily process completion to service level agreements.
Communicate issues and status updates with all stakeholders effectively.
Maintain application availability to business users globally.
Ensure the stability of applications by proactively seeking ways of improving stability.
Drive initiatives for capacity planning, resiliency/failover plans and monitoring enhancement.
Perform Change Management and deployment activities on production environment.
Provide ideas and conduct efficiency and effectiveness improvements in support processes.
Perform Incident and Problem management including prioritization, cause analysis and escalation to appropriate groups.
Liaise with users, business sponsors and other AD groups.
Provide support to AD teams to ensure that changes can be placed into production and supported.
Participate in special project initiatives.
Create and maintain a knowledge base to provoke knowledge transfer within the team.
- Additional Skills (preferable)
Production Support Experience:
Understanding of problem management methodologies
Knowledge/experience of problem management tools
Knowledge of active monitoring tools (Tivoli, Nagios, ITRS, Uptime, etc
Perl/scripting language and / or Java
Ability to develop support tools/scripts as required
Ability to communicate well at all levels
Strong organizational skills
Ability to work in a team environment
Ability to learn new skills quickly with little supervision
Understanding of IP networks + ability to analyze and monitor network traffic
Understanding of IP Multicast/Anycast
Basic Sybase/Oracle administration/Siebel
Functional knowledge of SQL + ability to write SQL script
Citi has 12,000 offices in 140 countries around the globe. We have been around for nearly two centuries and over that time, have cultivated the world’s largest financial services network. Today, Citi is built on the experience of 300,000 employees.
Present in Singapore since 1902, Citi is deeply embedded in the financial services sector and is represented in nearly every asset-class. Citi's Institutional Clients Group, Global Consumer Banking, International Personal Bank, Citi Global Wealth Management and Citi Private Bank are all leaders in their respective fields, contributing significantly to Citi's performance in Singapore. Providing employment to 9,000 people Citi is now the largest banking employer in Singapore.