• Competitive
  • Shanghai, Shanghai Shi, China
  • Permanent, Full time
  • Citi China Company Limited 花旗中国
  • 15 Aug 17

Applications Support Senior Analyst

Applications Support Senior Analyst

  • Primary Location: China,Shanghai,Shanghai
  • Education: Bachelor's Degree
  • Job Function: Technology
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 17049387


Description

Role Description:
  • Production Support Analyst, CitiVelocity
Background:
  • We are looking for a production support analyst within the Citi Markets Technology Support organization. Using the latest web and mobile technology, the CitiVelocity Platform provides world-class research, commentary, and color on a broad range of product areas across the capital market structure including rates, credit, equities, FX, commodities, and securitized structured products.
  • This team manages the day-to-day availability of the applications and ensures issues or status updates are accurately communicated to business. The analyst will be working closely with his/her colleagues in NAM region to ensure seamless 24 x 5 support of our applications. The analyst is also expected to build and enhance technical tools to help improve support operations. He/she should possess great multi-tasking skills to handle the fast-paced production environment. The ideal candidate should be technically astute, well organized, proactive and comfortable in discussing issues with business and technical users at all levels.
  • This role will require the flexibility of working in shifts and providing weekend support as needed. The shift will vary between the hours of 7:00 am and 7:15 pm CST. The role will be located in Shanghai, China.
Key Functional Responsibilities:
  • Work closely with development, infrastructure teams and the business to ensure that the team is meeting the business' requirement;
  • Perform end to end problem solving tasks before expediting to development teams, manage and resolve issues that arise and ensure daily process completion to service level agreements;
  • Effectively communicate issues and status updates with business users, development teams and all stakeholders effectively;
  • Maintain application availability to business users globally;
  • Ensure the stability of applications by seeking ways proactively for improving stability;
  • Drive initiatives for capacity planning, resiliency/failover plans and monitoring enhancements;
  • Perform Change Management and deployment activities in production environment;
  • Provide ideas and conduct efficiency and effectiveness improvements in support processes;
  • Perform Incident and Problem management including prioritization, cause analysis and escalation to appropriate groups;
  • Liaise with users, business sponsors and other application development (AD) groups;
  • Provide support to AD teams to ensure that changes can be placed into production and supported;
  • Create and maintain a knowledge base to promote knowledge transfer within the team; and
  • Participate in special project initiatives, as required;
  • Take ownership of user problems and be proactive when dealing with user issues.


Qualifications

Required Qualifications:
Production Support Experience
  • Good understanding of ITIL;
  • Experience working in a Support Environment with Business Users;
  • Able to navigate through User Interface to effectively replicate user issues;
  • Understanding of problem management methodologies;
  • Excellent Knowledge of active monitoring tool (ITRS);
  • Good sense of production incidents / issues handling.
Linux
  • System Administration;
  • Familiar with UNIX commands. Shell scripting.
Database
  • Basic Sybase and/or Oracle administration/Siebel, MS SQL;
  • Functional knowledge of SQL + ability to write SQL database script.
Additional Skills (preferable):
  • Perl/scripting language and / or Java;
  • Familiar with Middleware technologies;
  • Ability to develop support tools/scripts as required.
Networks
  • Understanding of IP networks + ability to analyze and monitor network traffic.
DNS
  • Understanding of IP Multicast/Anycast.
As a Production Support Analyst, you should...
  • Be able to communicate effectively at all business levels, exhibit strong organizational skills, work in a team environment, learn new skills quickly with little supervision and work independently with self-motivation.