4 to 8 years in an application support, production management, or platform operations role — preferably within financial services or data-intensive environments
Hands-on experience supporting data pipelines, reporting platforms, or client-facing financial applications
Experience working within a global, follow-the-sun support model across multiple time zones
Familiarity with ITIL-aligned incident, problem, and change management processes
Full description
About the Role
Citi's Securities Services division is seeking a Senior Production Support Analyst to join the Data & Client Platforms (DCP) Production Support team — a globally distributed, 24×6 function supporting business-critical and client-facing data and reporting platforms across Investor & Issuer Services.
This is a senior operational role that sits at the intersection of data platform operations, client service delivery, and technology transformation. The DCP PS team supports an expanding portfolio of platforms serving some of the world's largest institutional investors, across multiple geographies and business lines within Investor & Issuer Services.
The team is actively investing in engineering capability, automation, and AI-assisted operations — making this an opportunity for candidates who want to grow beyond traditional incident management into a forward-looking, engineering-oriented production support function.
What You Will Be Working On
The DCP platform underpins Citi's data distribution, client reporting, and operational data services across Securities Services. You will be supporting a portfolio of proprietary and industry-standard platforms spanning:
Client data and reporting platforms — real-time and end-of-day data delivery, client reporting, and operational oversight tools
Data lake and cloud-native platforms — next-generation cloud data infrastructure built on modern technologies including Snowflake, Apache Kafka, Couchbase, Amazon S3, and DataBricks
Client-facing digital experience — platforms delivering data, reporting, and instructions to institutional clients via Citi's digital channels
Entitlements and data access management — infrastructure governing client and user access to data services
The platform is undergoing significant transformation — including migration of applications to modernised digital platforms, consolidation of data services across business lines, and adoption of cloud-native data lake architectures. You will be directly involved in supporting this evolution.
Key ResponsibilitiesProduction Operations
Provide L2 production support across the DCP application portfolio — incident triage, investigation, escalation, and resolution — operating within a global follow-the-sun support model
Perform start-of-day checks, continuous platform monitoring, and structured regional handovers to ensure seamless 24×6 coverage
Manage and resolve user and client-reported incidents via ServiceNow, maintaining SLA adherence and clear communication throughout the incident lifecycle
Client Service & Communication
Act as the internal operational point of contact for client-impacting incidents — providing timely, accurate, and professional communication to client-facing teams including Client Services, Technology Relationship Managers, and Operations
Proactively identify and escalate data quality and service availability issues — contributing to a detect-first operating model that reduces client-reported incidents
Contribute to the development and maintenance of a centralised service level inventory — ensuring Citi's commitments to institutional clients are tracked, governed, and met
Platform Stability & Continuous Improvement
Identify and drive resolution of recurring incident patterns through structured problem management — reducing manual toil and preventing reoccurrence
Develop and maintain technical runbooks, support documentation, and operational procedures across the platform portfolio
Contribute to automation and observability initiatives — using tools including Grafana, ITRS, and GCO — to reduce manual effort and improve platform monitoring coverage
Participate in change management activities including release preparation, deployment support, post-implementation review, and production risk assessments
Engineering & AI Enablement
Actively engage with and adopt AI-assisted tooling for incident troubleshooting, automated investigation, and resiliency gap detection — aligned to Citi's firm-wide AI-driven production management strategy
Contribute to operational readiness for new platform migrations and onboarding — ensuring production support capability keeps pace with technology evolution
Partner with development and platform engineering teams to influence upstream design decisions that improve production operability and resilience
Transformation & Programme Delivery
Participate in continuous improvement workstream items spanning automation efficiency, monitoring uplift, resiliency, and application onboarding
Support DCP's expansion as the central data services hub across Investor & Issuer Services
Contribute to business continuity planning, contingency testing, and resiliency exercises across the platform portfolio
Team & Stakeholder Engagement
Act as subject matter expert (SME) for one or more platforms — owning operational knowledge and serving as escalation point for junior team members
Build and maintain effective working relationships with Development, Platform Engineering, Risk & Compliance, Audit, Infrastructure, and Vendor/Partner teams
Contributing to the team's reputation as a value-adding, engineering-oriented function
What We Are Looking ForExperience
4 to 8 years in an application support, production management, or platform operations role — preferably within financial services or data-intensive environments
Hands-on experience supporting data pipelines, reporting platforms, or client-facing financial applications
Experience working within a global, follow-the-sun support model across multiple time zones
Familiarity with ITIL-aligned incident, problem, and change management processes
Technical Skills
Strong working knowledge of SQL and data querying — ability to investigate data quality issues across relational and cloud databases
Experience with Snowflake, Couchbase, Amazon S3, or DataBricks is advantageous
Familiarity with monitoring and observability tooling such as Grafana or ITRS or GCO
Experience with automation scripting (Python, Shell, or equivalent) — ability and willingness to build and maintain operational automation
Experience with ServiceNow or equivalent ITSM platforms for incident and problem management
Understanding of cloud-native data architectures — data lakes, streaming pipelines, and event-driven architecture — is advantageous
Interest in and exposure to AI-assisted operations tooling — agentic triage, automated incident investigation, or intelligent monitoring
Behavioural & Professional
Strong analytical and investigative mindset — able to work through complex, ambiguous production issues methodically and under pressure
Excellent written and verbal communication skills — able to explain technical issues clearly to non-technical stakeholders including client-facing teams and senior management
Client-first orientation — understands the impact of production issues on institutional clients and takes ownership of communication and resolution
Proactive and improvement-oriented — actively looks for ways to reduce toil, improve processes, and uplift team capability
Collaborative — operates effectively in a geographically distributed team with shared accountability for platform health
Comfortable with ambiguity and change — the DCP platform is in active transformation and the role requires adaptability as scope, technology, and operating model evolve
Education
Bachelor's degree in Computer Science, Information Technology, Engineering, Finance, or a related discipline — or equivalent professional experience
Why Join DCP Production Support at Citi
Strategic importance — DCP PS supports Citi's Securities Services data and client experience infrastructure, serving some of the world's largest institutional investors across a platform undergoing major transformation
Engineering growth — the team is actively investing in automation, AI-assisted operations, and engineering capability — this is a role for candidates who want to grow beyond incident management into a technically sophisticated, forward-looking function
Global reach — work within a globally distributed follow-the-sun team across EMEA, NAM, and Asia Pacific with genuine cross-regional collaboration and career mobility
Transformation exposure — direct involvement in major platform programmes including cloud data lake modernisation, client platform migration, and multi-business-line data services consolidation
AI-forward environment — early involvement in AI-assisted production management tooling aligned to Citi's firm-wide intelligent operations strategy
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Most Relevant Skills
Please see the requirements listed above.------------------------------------------------------
Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.------------------------------------------------------
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