Application Support Analyst

Application Support Analyst

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Job Overview

Equities Cash team comprises of Citigroup's electronic execution applications used in Equities including Citi Client connectivity, Venue connectivity, Citi Equities high-touch applications, and Citi Equities Algo systems and focus on the support process and protocols. This team will also be responsible for providing level 1 support coverage for non-equities asset classes that use the equities electronic execution platforms for their business. The Equities Cash support team is tasked with the responsibility of ensuring high availability of Equities Cash estate to business.

Citi Canada is seeking a highly motivated candidate for the position of Equities Cash Senior Analyst within our global support team located in Mississauga. The successful candidate will be responsible for supporting our suite of Core E-trading applications; the suite includes Algorithmic Trading, Dark Pool/Crossing Engine, high-touch and Client Connectivity.

Responsibilities

• Own; provide L1/L2 support for mission-critical & low latency Equities Cash applications.
• Work closely with the development, QA and business support teams, and the Equities business to determine strategy & priorities and to ensure that the team is meeting the business' requirements. Ensure team delivers on these priorities and communicated progress effectively to all stakeholders.
• Provide technical application support, monitoring the applications and technical platform, answer queries via phone, e-mail and other communication mediums.
• This group provides the detailed knowledge of the applications and the upstream and downstream dependencies. For example, they should be able to understand the application processes, database schema as an expert, but would not typically be expected to read and understand the application code.
• Perform appropriate problem-solving tasks before passing to another team with previously agreed upon format, logs, etc.
• When dealing with major issues, the group would be expected to make key technical recommendations based on their knowledge of the systems and the process flows involved.
• Follow through to ensure each problem is resolved according to SLA.
• Effectively communicate issues and status updates with business support, regional colleagues, and development teams. Create and maintain a knowledge base to ensure that knowledge transfer takes place within the team. Liaise with business support teams and application development groups.

Qualifications

• 4+ years' experience in an Application Support role.
• Experience installing, configuring or supporting business applications.
• Experience with some programming languages and willingness/ability to learn.
• Advanced execution capabilities and ability to adjust quickly to changes and re-prioritization
• Effective written and verbal communications including ability to explain technical issues in simple terms that non-IT staff can understand.
• Demonstrated analytical skills
• Issue tracking and reporting using tools
• Knowledge/ experience of problem Management Tools.
• Good all-round technical skills, Unix and database.
• Effectively share information with other support team members and with other technology teams
• Ability to plan and organize workload
• Consistently demonstrates clear and concise written and verbal communication skills
• Ability to communicate appropriately to relevant stakeholders

Education

• Bachelor's/University degree or equivalent experience