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Application Support - level 3 - AVP

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Citi

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Location:
United Kingdom , Belfast

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Category:
IT - Software Development

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Contract Type:
Employment contract

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Salary:

Not provided
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Job Description:

The Case Manager L3 Support Analyst provides technical and business support for users of Citi end users applications. This includes providing quick resolutions to application issues, driving stability, efficiency and effectiveness improvements to help us and the business succeed. The Level 3 Case Manager Support Analyst is an opportunity for someone who is proactive, shows initiative, enjoys problem solving and helping others.

Job Responsibility:

  • Responsible for providing L3 Surveillance case manager platform support
  • Proactively involving the global engineering teams and production support as required for defects beyond the scope of the L3 team
  • Ensure user queries are promptly actioned and responded to
  • Log and/or maintaining defects in ServiceNow
  • Responsible for troubleshooting the issues and driving root cause analysis
  • Work closely with the development team to understand and get the defects fixed
  • As required, reach out to upstream systems for data availability of the surveillance platform for daily jobs and resolve issues relating to data issues
  • Lead by example in integrity, commitment, being customer and results focused and being a key contributor in technical problem solving
  • Manage, maintain and support applications and their operating environments, focusing on stability, quality and functionality against service level expectations
  • Start of day checks, continuous monitoring and regional handover
  • Develop and maintain technical support documentation
  • Identify ways to maximise the potential of the applications used
  • Assess risk and impact of production issues and escalate to business and technology management in a timely manner
  • Ensure essential procedures are followed and help to define operating standards and processes
  • Expected to be able to raise problems to appropriate technology and business teams, while adhering to Service Level Agreements.

Requirements:

  • Experience in L3 production support activities or relevant engineering experience
  • Good knowledge in Java, Angular, Spring boot, Oracle and a willingness to learn
  • Microservices architecture knowledge
  • Knowledge of Autosys/CA Workload Control Centre tool is added advantage
  • Experience in monitoring tools like AppDynamics would be desirable
  • 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
  • Ability to communicate appropriately to relevant stakeholders
  • Ability to plan and organise workload
  • Bachelor’s/University degree or equivalent experience
  • Exceptional candidates who do not meet this criteria may be considered for the role provided they have the necessary skills and experience.

Nice to have:

  • Knowledge of Autosys/CA Workload Control Centre tool
  • Experience in monitoring tools like AppDynamics.
What we offer:
  • Global benefits
  • Best-in-class benefits to be well, live well, and save well.

Additional Information:

Job Posted:
March 22, 2025

Employment Type:
Fulltime
Work Type:
Hybrid work
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