Middleware App Management & Support Level 3- VP

About Citi:

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments, and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management.

As a bank with a brain and a soul, Citi creates economic value that is systemically responsible and in our clients' best interests. As a financial institution that touches every region of the world and every sector that shapes your daily life, our Enterprise Operations & Technology teams are charged with a mission that rivals any large tech company. Our technology solutions are the foundations of everything we do from keeping the bank safe, managing global resources, and providing the technical tools our workers need to be successful to designing our digital architecture and ensuring our platforms provide a first-class customer experience. We reimagine client and partner experiences to deliver excellence through secure, reliable, and efficient services.

Our commitment to diversity includes a workforce that represents the clients we serve from all walks of life, backgrounds, and origins. We foster an environment where the best people want to work. We value and demand respect for others, promote individuals based on merit, and ensure opportunities for personal development are widely available to all. Ideal candidates are innovators with well-rounded backgrounds who bring their authentic selves to work and complement our culture of delivering results with pride. If you are a problem solver who seeks passion in your work, come join us. We'll enable growth and progress together.

About Our Team:

Citi Technology Infrastructure (CTI) provides the critical technical foundation for Citi's operations and is responsible for delivering reliable IT solutions, scalable infrastructure services, and secure capabilities while creating a trusted customer experience and enabling Citi's workforce to be the best for our clients. Making the bank simpler, greener, and better connected while powering it with trusted, well-secured data, and automating policy enforcement through code are all at the heart of our refreshed global strategy. Data Quality, Simplification, Environmental Stability, Automation, and Service Excellence are the key pillars and priorities on our strategic journey.

In CTI, we are focused on delivering the best for our clients, and we know that to do this we need a talented team with diverse experiences, backgrounds and skills.

Overview:

Software Robotics and Citizen Development plays a critical role in automation by enabling our internal customers with the secure tools and platforms. The L3 Middleware Operations Analyst for Software Robotics and Citizen Development position is responsible of operating and managing the platforms that host Citizen Automation initiatives. As part of the Intelligence Process of Operations, Digitization and Technology organization. The analyst will manage Linux servers hosting applications such as Appian and other products that will be onboarded; Windows servers hosting applications such as Automations Anywhere. The overall objective of this role is to be a Middleware operations SME in server but also have a strong foundation in all technologies that impact servers.

Responsibilities:

• Resolve Automation application issues on Windows and Linux with Root Cause Analysis (RCA). Create proactive measures to audit and remediate issues from occurring
• Automating team's manual work through scripting automation
• Driving productivity, recommending improvements, remediation and operational excellence using quality methodologies to identify opportunities for improvement.
• Work closely with other Citi internal technology teams to ensure robustness, scalability, and global applicability of solutions
• Work with project teams and developers to ensure those teams understand compatibility with desktop and server platforms
• Identify and proactively resolve issues that could impact system performance, reliability, and usability
• Persuade and influence others through strong and comprehensive communication and diplomacy skills
• Create and contribute to processes for missing or new solutions that are implemented due to gaps
• Write Run Books/Knowledge Base articles for lower-level teams and conduct effective training sessions
• The role currently provides a 24/7 support operation. On-call shifts will be scheduled on a rotational basis. It should be noted that on occasions there may be a requirement for weekend coverage in support of our clients and other service desk projects. This role will be for various shifts and will be adjusted by manager as needs arise.

Technical Skills (Must-Haves):

• Minimum 5 years of relevant Platform OPS / Middleware support (L3) experience.
• Experience in Monitoring of Linux & Windows Platforms hosting Servers, Databases & Applications using products like AppDynamics or other monitoring tools.
• Must have working experience & knowledge on ITIL Processes for IT service management (ITSM) to manage Incidents, Requests and Changes tickets.
• Must have hands on experience in using ServiceNow & JIRA applications.
• Knowledge of BitBucket, Jenkin, RLM is an added advantage.
• Must have knowledge of interaction with Product Vendors and managing Internal User expectations based on Vendor interaction to resolve issues within internal SLA.
• Able to understand core infrastructure issues and guide businesses on troubleshooting
• Experience with automation technologies (Robotics Processing Automation (RPA) such as Automation Anywhere, Low Code No Code such as Appian)
• Expert hands-on scripting experience with PowerShell, Python etc.
• Active Directory (AD) management (GPO, ADUC)
• Monitoring implementation (AppDynamics etc.)
• Proficiency in MS Office (Access, Outlook, Excel) including macros creation
• IT Support based qualifications / training
• Expert hands-on scripting experience with PowerShell, VB script, .Net & PowerCli
• Patch Management

Preferred Skills:

• Strong verbal and written communication
• Learn and able to adapt to changing environment. Willing to learn and have a can do attitude
• Ability to perform complex and varied assignments in support of the team's scope of work
• Analytical thinking and experience with data analysis tools and methodologies
• Planning, multi-tasking, and prioritization skills
• Team-oriented and collegial approach to addressing challenges
• Strong people, process, and business focus
• ITIL certified
• Being part of a team, you will be expected to work un-supervised and manage your workload effectively
• Strong communication skills
• Good interpersonal and teamwork skills

Education:

• Bachelor's/University degree or any other equivalent degree.

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

Job Family Group:
Technology

Job Family:
Infrastructure

Time Type:
Full time

Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi") invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View the "EEO is the Law" poster. View the EEO is the Law Supplement.

View the EEO Policy Statement.

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Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.