Senior Applications Support Analyst

About the role

Citi is hiring a Senior Applications Support Analyst in Heredia, Costa Rica, within its Data Solutions Production Management team. The role supports the production environment of Citi's critical Reference Data applications, which serve hundreds of partner systems across Markets, Services, Banking and Functions, and deals with securities, pricing and rates. You will work alongside Application Support, Development, Infrastructure, Business and Operations teams.

Key responsibilities

• Provide technical and business support to Citi users, driving stability, efficiency and risk management.
• Resolve critical incidents, escalate and communicate promptly, and carry out post-mortems and root cause analysis.
• Support system change planning and execution, including releases, infrastructure maintenance and continuity tests.
• Maintain and improve production monitoring and observability, adding features and using analytics for better visibility and alerting.
• Work with development teams to improve application stability, performance and recoverability.
• Identify and implement automation to reduce operational toil and risk, and run COB tests a few times a year.
• Keep technical support documentation up to date, including runbooks, knowledge base articles, troubleshooting guides, architecture diagrams and recovery procedures.
• Assess the operational, security and compliance implications of new and existing technologies, and act as a primary subject matter expert advising senior stakeholders.

Required profile

• 5+ years of experience in an Application Support role.
• Bachelor's degree or equivalent experience; fluent English.
• Proven expertise supporting high-volume, mission-critical applications handling financial data on securities, pricing and rates.
• Ability to work independently and make sound judgments in complex production environments.

Required skills

• Deep expertise in Unix/Linux and advanced shell scripting.
• Enterprise monitoring tools (e.g., ITRS Geneos, AppDynamics) and log aggregation (Splunk, ELK).
• Containerization (OpenShift, Kubernetes) and relational (Oracle, MSSQL) and NoSQL (MongoDB) databases.
• Messaging solutions (Tibco EMS, MQ, Kafka).
• Issue tracking, problem management tools and reporting.