Applications Support Senior Analyst - AVP (Belfast)

We are seeking a highly motivated and skilled Application Tools Support Engineer to join our team. This role combines traditional L2 support responsibilities with a Site Reliability Engineering (SRE) mindset to ensure the stability, performance, and continuous improvement of our critical DevOps toolchain, including emerging Generative AI (GenAI) tools.

Key Responsibilities:

• The Application Support Senior Analyst provides technical and business support for users of Citi Applications. This includes providing quick resolutions to app issues, driving stability, efficiency and effectiveness improvements to help us and the business succeed.
• Provide timely and effective technical support for end users of a designated set of DevOps tools, encompassing traditional tools (e.g., CI/CD platforms, monitoring and observability tools, source code management systems) and GenAI-powered tools.
• Troubleshoot and resolve complex technical issues involving in-depth analysis of logs, configurations, system behaviour.
• Proactively monitor the health, performance, and reliability of supported tools, identifying and addressing potential issues before they impact users.
• Participate in incident response, performing root cause analysis, and implementing preventative measures to minimize future occurrences across the Supported tools.
• Develop and maintain comprehensive documentation, including knowledge articles, troubleshooting guides, and runbooks, to empower self-service and knowledge sharing.
• Collaborate effectively with engineering teams and infrastructure teams to ensure seamless issue resolution and knowledge transfer.
• Implement and maintain monitoring, alerting, and logging solutions to ensure system visibility and proactive issue detection for all supported tools.
• Contribute to the continuous improvement of supported tools and processes, identifying opportunities for automation, self-healing, and enhanced reliability, specifically exploring the potential of GenAI for automation and optimization.
• Collaborate with engineering teams on the design, implementation, and support of new tools and features, advocating for supportability and operational excellence, with a focus on integrating into support model effectively.
• Ensures essential procedures are followed and helps to define operating standards and processes.
• Appropriately assess risk when business decisions are made, demonstrating consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behaviour, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Skills and Qualifications:

• Experience in an Application Support role with Good all-round technical skills
• Experience installing, configuring or supporting business applications.
• Issue tracking and reporting using tools eg. ServiceNow
• Knowledge/ experience of problem Management Tools.
• Proven experience in a technical support or SRE role, preferably supporting DevOps tools and technologies. Experience with GenAI or Machine Learning tools is a plus.
• Strong understanding of DevOps principles and practices, including CI/CD, infrastructure as code, and monitoring.
• Hands-on experience with common DevOps tools such as Jenkins, Tekton, uDeploy, Harness, Git, Kubernetes, Prometheus, Grafana, or similar. Experience with GenAI tools and platforms is a plus.
• Proficiency in scripting languages like Python or Bash for automation and tooling.
• Excellent problem-solving and analytical skills, with a proactive and solution-oriented mindset. Ability to adapt to the rapidly evolving landscape of GenAI tools.
• Strong communication and collaboration skills, with the ability to work effectively in a team environment and communicate technical concepts clearly to both technical and non-technical audiences.

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