About The Company Citigroup Inc. is a leading global financial services corporation that provides a broad range of financial products and services to consumers, corporations, governments, and institutions around the world. With a strong commitment to innovation, integrity, and client-centric solutions, Citi has established itself as a trusted partner in the financial industry. The company's diverse portfolio includes retail banking, corporate banking, investment banking, and securities services, supported by a robust technological infrastructure that drives operational excellence and customer satisfaction.

Citi's global presence spans over 160 countries, enabling it to deliver localized expertise with a worldwide reach. The firm emphasizes fostering an inclusive culture, investing in employee development, and leveraging cutting-edge technology to stay ahead in a rapidly evolving financial landscape.

About The Role The Securities Services division at Citigroup Inc. is seeking a Senior Production Support Analyst to join the Data & Client Platforms (DCP) Production Support team. This team operates on a 24/6 global support model, ensuring the seamless functioning of critical data and reporting platforms used by some of the world's largest institutional investors. The role is a senior operational position that sits at the intersection of data platform operations, client service delivery, and ongoing technology transformation initiatives.

As part of the team, you will be instrumental in supporting a major modernization effort, including cloud data lake adoption, client platform migrations, and consolidation of multi-business-line data services. This chance is ideal for professionals looking to expand beyond traditional incident management into a technically sophisticated, engineering-oriented function, contributing to innovative automation and resiliency strategies within a dynamic environment.

Qualifications The ideal candidate will possess a minimum of five years of experience in application support, production management, or platform operations, preferably within financial services or data-intensive environments. Hands-on experience with data pipelines, reporting platforms, or client-facing financial applications is essential. Proficiency in ITRS Geneos monitoring and alert management at an administrator level is required,



along with strong SQL skills for investigating data quality issues across relational and cloud databases.

Candidates should demonstrate a structured, ITIL-aligned approach to incident, problem, and change management, with practical scripting abilities in Shell or Python for automation tasks.

Experience working within a global follow-the-sun support model, including shift handovers and cross-regional coordination, is highly valued. A bachelor's degree in Computer Science, Information Technology, Engineering, Finance, or a related discipline, or equivalent professional experience, is necessary.

Responsibilities Deliver Level 2 production support across the Data & Client Platforms application portfolio, managing incident triage, investigation, escalation, and resolution within a global follow-the-sun model to ensure continuous platform availability and performance.

Coordinate start-of-day platform checks, maintain continuous monitoring, and facilitate structured regional handovers to uphold SLA commitments and ensure clear communication with stakeholders throughout incident lifecycles, primarily via ServiceNow.

Act as the primary internal operational contact for client-impacting incidents, providing timely and accurate communication to client-facing teams such as Client Services, Technology Relationship Managers, and Operations.

Identify recurring incident patterns and lead structured problem management initiatives to eliminate root causes, reduce manual efforts, and prevent future reoccurrences across multiple platforms.

Enhance platform observability and operational efficiency by contributing to automation and monitoring initiatives utilizing tools like Grafana, ITRS Geneos, and GCO, thereby reducing manual interventions.

Serve as a subject matter expert for one or more platforms, owning operational knowledge, coaching junior analysts, and acting as an escalation point for complex issues.





Adopt and apply AI-assisted tooling for incident troubleshooting, automated investigation, and resiliency gap detection, aligning with Citi's firm-wide intelligent operations strategy.

Manage change activities including release preparation, deployment support, post-implementation reviews, and production risk assessments to support platform evolution in a controlled and protected manner.

Benefits Joining the Data & Client Platforms Production Support team offers a unique opportunity to be at the forefront of technological transformation within a global financial institution. You will be directly involved in major platform modernization initiatives, including cloud data lake adoption and client platform migrations, shaping the future of Citi’s securities services infrastructure. The role provides early exposure to AI-assisted production management tools, positioning you as a leader in the evolution of financial services operations.

With a global team spanning EMEA, North America, and Asia Pacific, you will experience cross-regional collaboration and career mobility. The hybrid working model balances in-office engagement with remote flexibility, fostering a healthy work-life balance. The organization encourages professional growth, providing pathways to develop engineering capabilities, lead automation projects, mentor colleagues, and influence platform design decisions.

Additionally, Citi offers comprehensive learning, development, and wellbeing programs to support your long-term career success and personal wellbeing.

Equal Opportunity Citi is an equal opportunity employer committed to fostering an inclusive environment where all employees and applicants are treated with respect and dignity. We provide equal employment opportunities regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law. We encourage individuals from diverse backgrounds to apply and join our team, ensuring a workplace that reflects the communities we serve.

If you require a reasonable accommodation during the application process, please contact us to discuss your needs. For more information, please review Citi's EEO Policy Statement and the Know Your Rights poster.

📌 Application Support Analyst (Canada)
🏢 AgileGrid Solutions
📍 Canada