Customer Data Application Support Lead

Customer Data Application Support Lead

Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you'll have the opportunity to grow your career, give back to your community and make a real impact.

Job Overview

The Application Support Lead is responsible for overseeing the day-to-day operations of the customer data management application support team and ensure the stability, availability, and performance of business-critical services. This role involves troubleshooting, overseeing daily support operations, managing escalations, driving process improvements, and collaborating with business and internal stakeholders to support the organization goals.

Responsibilities:

• Provide hands-on level 3 support for customer data application, troubleshoot technical and functional issues.
• Hands on experience with Java, Spring boot micro services, ETL Abinitio, Oracle database, Openshift, CICD deployments, Bitbucket repository.
• Troubleshooting skills in resolving complex issues, performing root cause analysis and documentation.
• Engage directly in diagnosing technical and functional production issues in a timely manner to provide root cause analysis and solutions to prevent future issues.
• Write strong SQL queries/scripts on Oracle database for data analysis and problem resolution.
• Collaborate with consuming application and business users to understand application-related issues and requirements.
• Collaborate with cross-functional teams to identify and resolve production issues.
• Monitor and manage inbound and outbound feed SLA breaches.
• Create and maintain documentation related to production process, procedures, issues, and resolutions to improve application support.
• Execute the application support strategy aligned with business objectives.
• Lead and mentor application support teams ensuring high performance and efficiency.
• Coordinate with development and release management teams to ensure smooth deployment of sprint releases with minimal business interruptions.
• Coordinate with SA and EAP teams on the system updates, green zones, and COB activities.
• Provide daily, weekly, and monthly reports on system performance and issue status to senior management.
• Participate in on-call rotation and respond to production issues after business hours.
• Identify opportunities for process improvements and propose solutions with cost and benefit analysis.
• Coordinate with development managers, ensuring the outstanding issues are tracked to closure, particularly long-term strategic fixes.
• Should be adaptive in learning new technologies as per organization needs.

Qualifications:

• 6+ years' experience in an Applications Support role
• Highly assertive communications skills, commanding personality. Ability to engage a large audience and lead the discussion with clear, articulate, and highly assertive communication. Must show confidence in all communications.
• Strong firsthand experience with Enterprise level applications and the workflows.
• Understanding of financial domain (in the areas of Credit Cards, Retail Banking, Retail Services, Mortgage and Brokerage) is an added advantage.
• Consistently demonstrates clear and concise written and verbal communication skills.
• Ability to communicate appropriately to relevant stakeholders.
• Highly proficient in creating and debugging complex SQL queries for data analysis and troubleshooting.
• Experience with Big Data technologies, including Hadoop, Hive, Impala, and Spark is an added advantage.
• Experience in developing and optimizing Unix shell scripts for automation and issue resolution.
• Manage job orchestration using tools like Autosys and other schedulers.
• Experience with ITIL practices and ticketing systems like Service Now and Jira
• Experience with OpenShift for containerized workloads is a plus.

Education:

• Bachelor's/University degree or equivalent experience, Masters degree preferred

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.