Senior Application Support Engineer - Assistant Vice President

Overview

Senior Application Support role at Citi (Assistant Vice President level) providing technical and business support for Citi applications, with a focus on payment processing platforms running in a 24x7 environment.

What you'll do

• Provide quick resolutions to application issues and drive stability, efficiency and effectiveness improvements.
• Manage, maintain and support applications and their operating environments against service level expectations.
• Perform start of day checks, continuous monitoring and regional handover.
• Perform same day risk reconciliations.
• Develop and maintain technical support documentation.
• Identify ways to maximize 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 storage and archiving procedures are in place and functioning correctly.
• Formulate and define scope and objectives for complex application enhancements and problem resolution.
• Review and develop application contingency planning to ensure availability to users.
• Partner with development and production support areas to prioritize bug fixes and support tooling requirements.
• Participate in application releases, from development, testing and deployment into production.
• Engage in post implementation analysis to ensure successful system design and functionality.
• Consider implications of applying technology to the current environment.
• Identify risks, vulnerabilities and security issues and communicate impact.
• Ensure essential procedures are followed and help define operating standards and processes.
• Act as liaison between users/traders, internal technology groups and vendors.
• Raise problems to appropriate technology and business teams while adhering to Service Level Agreements.
• Act as advisor or coach to new or lower level analysts.
• Lead Level-2 production support functions for business-critical payment applications in a 24x7 environment.
• Act as senior escalation point for Severity 1 and Severity 2 incidents, ensuring timely triage, containment, recovery and business communication.
• Own end-to-end service stability, availability, resiliency and operational readiness of payment processing platforms.
• Chair major incident bridges and coordinate recovery across application, infrastructure, database, middleware, cloud and network teams.
• Drive operational excellence through proactive monitoring, observability, automation and continuous service improvements.
• Provide functional leadership across payment processing ecosystems, including Instant Payments, SWIFT Payments, Cross-Border Payments, Clearing and Settlement Processing, Nostro Reconciliation and Investigation Flows, and Payment Repair and Exception Handling.
• Provide technical oversight across complex distributed payment platforms hosted on on-premise and cloud infrastructure.
• Analyze system performance, transaction bottlenecks, failovers, capacity trends and infrastructure dependencies.
• Lead detailed Root Cause Analysis (RCA) and Post Incident Review (PIR) activities for major incidents.
• Identify systemic weaknesses and drive remediation plans with engineering and development teams; track corrective and preventive actions through closure.
• Engage with senior business stakeholders, payment operations teams, product owners, engineering teams and external partners.
• Present incident summaries, stability reports, risk assessments and service improvement initiatives to senior leadership.
• Mentor engineers and support analysts on technical troubleshooting, payments domain knowledge and operational best practices.
• Drive adoption of automation-first operational practices across support teams.
• Perform other duties and functions as assigned.

What you'll need

• 8-12 years of 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 communication, including ability to explain technical issues in simple terms to non-IT staff.
• Demonstrated analytical skills.
• Issue tracking and reporting using tools.
• Knowledge/experience of problem management tools.
• Good all-round technical skills.
• Effectively share information with other support team members and other technology teams.
• Ability to plan and organize workload.
• Ability to communicate appropriately to relevant stakeholders.
• Bachelor's/University degree or equivalent experience.
• Payments domain expertise, including strong understanding of ISO 20022 message standards, SWIFT MT/MX messages, clearing house integrations, settlement processing lifecycles, sanctions and compliance touchpoints, and end-to-end payment transaction flows.
• Hands-on experience supporting and troubleshooting payment engines, including Global PayPlus (GPP) and enterprise payment hubs and instant payment platforms.
• Hands-on experience with IBM MQ, RDQM (Replicated Data Queue Manager), Apache Kafka, MongoDB, Oracle SQL-based platforms, Linux/Unix and shell scripting.
• Hands-on experience with middleware platforms, application servers, and High Availability and Disaster Recovery environments.
• Hands-on experience with Amazon Web Services (AWS), containerized deployments and cloud monitoring and observability tooling.

Nice to have

• Leverage Generative AI and intelligent automation capabilities to improve incident management, knowledge management and operational efficiency.

Details

• Location: Pune, Maharashtra, India.
• Employment type: Full time.
• Operates with a limited level of direct supervision and exercises independence of judgement.
• Support is required in a 24x7 environment.