About The Company Citigroup Inc. is a leading global financial services corporation with a diversified portfolio spanning banking, investment, and securities services. Renowned for its innovative approach and commitment to excellence, Citigroup serves millions of clients worldwide, including corporations, governments, and individual consumers.

The company's Securities Services division plays a pivotal role in providing comprehensive asset servicing, custody, and fund services, supporting the infrastructure that underpins the global financial markets. With a focus on technological advancement and operational excellence, Citigroup continuously invests in modernizing its platforms to enhance client experience, operational efficiency, and risk management.

About The Role Citigroup's Securities Services division is seeking a Senior Production Support Analyst to join the Data & Client Platforms (DCP) Production Support team. This role is integral to maintaining and enhancing the stability, resilience, and performance of critical data and reporting platforms used by some of the world's largest institutional investors.

Operating in a globally distributed, 24/6 setting, the Senior Production Support Analyst will be responsible for delivering high-quality Level 2 support, managing incident lifecycle, and ensuring seamless platform operations. This position offers a unique opportunity to be involved in major modernization initiatives, including cloud data lake adoption, client platform migration, and data services consolidation across multiple business lines. The role is ideal for professionals seeking to expand their technical expertise beyond traditional incident management into a more engineering-oriented, innovative operational function.

Qualifications

- Minimum of 5 years of experience in application support, production management, or platform operations, preferably within financial services or data-intensive environments.
- Proficiency with ITRS Geneos monitoring and alerting, including dashboard configuration and alert management at an administrator level.
- Strong SQL skills for investigating data quality issues across relational and cloud databases.
- Hands-on experience with ITIL-aligned incident, problem, and change management processes,



demonstrating a structured approach to production operations.
- Practical scripting skills in Shell or Python for automating operational tasks and improving efficiency.
- Experience working within a global follow-the-sun support model, including shift handovers, cross-regional coordination, and on-call discipline.
- Bachelor’s degree in Computer Science, Information Technology, Engineering, Finance, or a related field, or equivalent professional experience.

Responsibilities

- Deliver Level 2 production support across the Data & Client Platforms application portfolio, managing incident triage, investigation, escalation, and resolution to ensure uninterrupted platform availability.
- Coordinate start-of-day platform checks, continuous monitoring, and regional handovers, maintaining adherence to SLAs and clear communication with stakeholders via ServiceNow.
- Serve as the primary operational contact for client-impacting incidents, providing timely updates and communication to client-facing teams including Client Services, Technology Relationship Managers, and Operations.
- Identify recurring incident patterns and lead problem management initiatives to eliminate root causes, thereby reducing manual efforts and preventing future issues.
- Enhance platform observability and operational efficiency through automation and monitoring initiatives utilizing tools such as Grafana, ITRS Geneos, and GCO, reducing manual interventions.
- Act as a subject matter expert for one or more platforms, maintaining operational knowledge, mentoring junior analysts, and serving as an escalation point for complex issues.
- Implement and utilize AI-assisted tooling for incident troubleshooting, automated investigations, and resiliency gap detection, aligning with Citi's intelligent operations strategy.
- Manage change activities including release preparation, deployment support,



post-implementation reviews, and risk assessments to facilitate safe platform evolution.

Benefits Joining the Data & Client Platforms Production Support team at Citigroup offers a strategic role supporting the backbone infrastructure of Citi's Securities Services business globally. You will work with a high-performing, diverse team dedicated to innovation, automation, and engineering excellence. The role provides direct involvement in transformative projects such as cloud data lake modernization, client platform migration, and data services consolidation, positioning you at the forefront of technological advancement in financial services.

- Participation in major platform transformation initiatives that impact the global securities and asset servicing landscape.
- Early exposure to AI-assisted production management tools, enhancing operational capabilities and aligning with Citi’s firm-wide intelligent operations strategy.
- Global career mobility and collaboration opportunities within a follow-the-sun support model spanning EMEA, North America, and Asia Pacific regions.
- A hybrid working model combining in-office and remote work, offering flexibility and work-life balance.
- Opportunities for professional growth beyond incident management, including leading automation projects, mentoring colleagues, and influencing platform design decisions.
- Access to Citi’s comprehensive learning, development, and wellbeing programs to support your career and personal growth within a global financial institution.

Equal Prospect Citi is an equal opportunity employer committed to fostering an inclusive environment where all qualified candidates receive consideration regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. We value diversity and are dedicated to creating a workplace that respects and promotes individual differences. If you require a reasonable accommodation during the application process due to a disability, please contact us for assistance.

For more information, please review Citi’s EEO Policy Statement and the Know Your Rights poster.

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