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.
Responsibilities:
- 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.
Knowledge and Experience:
- 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
We want to hear from you if you have...:
- 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.
Who we think will be a great fit…
A hunger for learning and a true passion for the business are vital. As industries all over the globe continue to restructure and grow, we are hiring professionals who have a global perspective and who want to make an impact on the corporate level. You value diversity and so do we.We’ll also be looking for the following:
- Demonstrate motivation for Citi
- A passion for a career in Technology
- Strong analytical skills with great attention to detail
- Multi-tasking skills with the ability to self-organise and self-manage your time. Adjusting to competing priorities when necessary
- Positive can-do attitude; you are resilient and want to be continually challenged
- Be an active part of the team
Citi is an equal opportunity and affirmative action employer. Qualified applicants will receive consideration without regard to their race, colour, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran.
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Job Family Group:
Technology
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Job Family:
Applications Support
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Time Type:
Full time
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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.
View the Pay Transparency Posting
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