Senior Production Support Analyst – Citi Securities Services

Citi's Securities Services division is looking for a Senior Production Support Analyst to join the Data & Client Platforms (DCP) Production Support team — a globally distributed, 24×6 operation that keeps business-critical and client-facing data and reporting platforms running for some of the world's largest institutional investors.

Responsibilities

- Deliver L2 production support across the DCP application portfolio — managing incident triage, investigation, escalation, and resolution within a global follow-the-sun model to ensure seamless 24×6 platform coverage.
- Coordinate start-of-day platform checks, continuous monitoring, and structured regional handovers, maintaining SLA adherence and transparent stakeholder communication throughout the incident lifecycle via ServiceNow.
- Serve as the internal operational point of contact for client-impacting incidents, providing timely and accurate communication to client-facing teams including Client Services, Technology Relationship Managers, and Operations.
- Identify recurring incident patterns and drive structured problem management to eliminate root causes, reduce manual effort, and prevent reoccurrence across the platform portfolio.
- Improve platform observability and operational efficiency by contributing to automation and monitoring initiatives using Grafana, ITRS Geneos, and GCO — reducing the volume of manual interventions required.
- Act as subject matter expert (SME) for one or more platforms, owning operational knowledge, coaching junior analysts, and serving as the escalation point for complex issues.
- Adopt and apply AI-assisted tooling for incident troubleshooting, automated investigation,



and resiliency gap detection — contributing to Citi's firm-wide intelligent operations strategy.
- Manage change management activities including release preparation, deployment support, post-implementation review, and production risk assessments to support safe and controlled platform evolution.

Required qualifications & skills

- 5+ years of experience in application support, production management, or platform operations — ideally within financial services or data-intensive environments, with hands-on experience across data pipelines, reporting platforms, or client-facing financial applications.
- Active ITRS Geneos monitoring and alerting experience, including dashboard configuration and alert management at an administrator level.
- SQL proficiency sufficient to independently investigate data quality issues across relational and cloud databases.
- Demonstrated practice of ITIL-aligned incident, problem, and change management — with a structured, process-disciplined approach to production operations.
- Shell or Python scripting ability applied to the automation of operational tasks — not just theoretical awareness, but practical, working implementation.
- Experience operating within a global follow-the-sun support model, including shift handovers, on-call discipline, and cross-regional coordination.
- Bachelor's degree in Computer Science, Information Technology, Engineering,



Finance, or a related discipline — or equivalent professional experience.

Beneficial skills & qualifications

- Hands-on experience with cloud data platforms such as Snowflake, Apache Kafka, Amazon S3, Databricks, or Couchbase.
- Experience building or maintaining Grafana or ITRS dashboards for proactive platform monitoring.
- Domain knowledge in Securities Services, Investor Services, or Capital Markets environments.
- Exposure to AI-assisted operations tooling — including agentic triage, automated root cause analysis, or intelligent monitoring platforms.
- A track record of leading or mentoring a support team, with evidence of SME accountability and knowledge transfer in a senior operational capacity.

What we offer

Joining DCP Production Support means taking on a role with genuine strategic weight — supporting the data and client experience infrastructure that underpins Citi's Securities Services business globally.

You’ll work alongside a high-performing, globally distributed team that is actively investing in automation, AI-assisted operations, and engineering capability, with real opportunities to shape how production support evolves at one of the world's leading financial institutions.

Direct involvement in major platform transformation programmes — including cloud data lake modernisation, client platform migration, and consolidation of data services across Citi's Investor and Issuer Services business lines.

Early access to AI-assisted production management tooling, aligned to Citi's firm-wide intelligent operations strategy — putting you at the forefront of how financial services production support is evolving.

📌 Application Support Analyst (Mississauga)
🏢 Citigroup
📍 Mississauga