Background:

We are seeking an experienced Production Support Analyst to join Global Payments organization. The team provides Level 2 support for critical applications within Treasury and Trade Services (TTS) , which is part of the Services Organization . This role is responsible for ensuring the day-to-day availability, stability, and performance of business-critical applications, while providing timely communication of incidents, issues, and status updates to business users and stakeholders. The successful candidate will play a key role in maintaining operational excellence, driving issue resolution, and collaborating with development, infrastructure, and business teams to deliver a stable and reliable production environment.

You should have strong application support and technical skills and be successful in their endeavors, collaboration and team building skills and have sound character with interpersonal skills.

You should be technically astute, well organized, dedicated and appropriate discussing issues with product/business and technical users at all the levels. This is a hands-on role and extensive technical skills will be required and also possess good multi-tasking skills.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Key Responsibilities:

Functional Responsibilities:

Main focus areas will include promoting stability and quality of support services in line with global strategy and technology management policies, as well as day to day operation and oversight for the various applications operating across the regions.

This role will attend and respond to compliance, audit or BAU production issues related to Modernized Payments Applications.

Able to analyze complex problems / situations and to propose simple solutions

Communicate complex technical issues to end users in a language they understand

Build and maintain a knowledge base to ensure that knowledge transfer takes place within the team

Promote effective knowledge management across the Global Production Support Teams

Help to define, record and execute application disaster recovery plans and procedures

Collaborate effectively with multi-functional partners, sharing information and knowledge effectively Business Knowledge

Learn the fundamentals of the supported business areas

Translate business issues into technology requirements

Effectively communicate and work well with infrastructure and supporting technology groups across a distributed Unix/Linux or Wintel environment to drive problem resolution and service levels.

Work closely with 1st level support teams and work as part of the 2nd level support team to ensure team is meeting the business' requirements.

Follow through to ensure each problem is resolved according to SLA.

Effectively communicate issues and status updates with business users, development teams and Regional Support Lead.

Liaise with users; business sponsors; and other Stakeholders groups.

Essential Skills

Application Support Experience:

5 years + experience working in a prod support environment
Experience in supporting a Production Supp or Operations group in a high availability / critical environment.
Strong knowledge in ITIL practices in the area of Incident, Release, Change and Problem management.
Experience in leading communications across business and technology partners at varying levels across a medium to large scale enterprise.
Financial Markets Background, preferably in relation to core Payments, operations or technology.
Experience using Service Now or other similar issue tracking system
Leadership skills: individual leadership
Ability to produce clear, concise reporting
Excellent strategic analysis, problem solving, issue resolution and decision-making skills
Tact, discretion and subtlety
Strong time management skills
Experience working within an on-shore/off-shore support environment
Ability to build positive relationships in a multi-cultural environment across all levels within IT
ITRS monitoring tools exposure and experienced in handling ITRS gateways
ITIL V3 Certification added advantage

Technology Skills

Bachelor's/University degree, Master's degree preferred

Linux : 5-7 years IT Support experience with Linux/Windows.

Scripting : 3-5 experience writing Shell and writing SQL queries

Cloud & Container Technologies: AWS (ECS), containerized application support, microservices architecture, and cloud infrastructure operations experience. Exposure to Kubernetes is an added advantage.

Experience in CI/CD flow with teamcity, Microservice architecture and cloud infra.

Database: Oracle, MongdoDB

Messaging : Supporting MQ , NDM and Kakfa

Monitoring Tools : ITRS, AppDynamics, GCO, Kibana/Grafana and ELK experience is an advantage

Deployment Tools : Have worked on enterprise 1 click deployment tools and associatd light speed tools

Worked on Incident management and tracking tools such as SaaS/ServiceNow

Experience in Autosys Job Scheduling and setup.

Good Understanding of network topology, Firewalls and Load balancers.

Personal:

Ability to work in a team environment

Ability to learn new skills quickly with little supervision

Experience working on a multi-client delivery team

Good communication with social skills

Should communicate effectively at all senior/junior levels

Authoritatively and effectively handles work, time, and resources

Applied knowledge of standard development methodologies

Ability to handle high stress and pressure situations

Strong problem solving and program execution skills

Self motivating

Ability to understand the big picture – can step back and understand the context of problems before applying analytical skills to address the issues

Ability to communicate and develop long-lasting relationships with all levels of Management in a clear, concise manner

Delivery focused

Process oriented

Attentive to detail

------------------------------------------------------

Job Family Group:

Technology

------------------------------------------------------

Job Family:

Applications Support

------------------------------------------------------

Time Type:

Full time

------------------------------------------------------

Most Relevant Skills

Please see the requirements listed above.

------------------------------------------------------

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

------------------------------------------------------

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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 Citi's EEO Policy Statement and the Know Your Rights poster.

Application Support Engineer - Unix & SQL

Start with your email