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 Responsibilities

Production 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

Take ownership of 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

Coach and mentor junior analysts — sharing knowledge, reviewing work, and supporting professional development

Build and maintain effective working relationships with Development, Platform Engineering, Risk & Compliance, Audit, Infrastructure, and Vendor/Partner teams

Represent the DCP PS team in cross-functional forums, contributing to the team's reputation as a value-adding, engineering-oriented function

What We Are Looking For

Experience

5–8 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

Robust 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

Team-oriented — 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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Job Family Group: Technology

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Job Family

Applications Support

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Time Type

Full time

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Most Relevant Skills Please see the requirements listed above.

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

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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.

📌 Applications Support Senior Analyst - Assistant Vice President (Pune)
🏢 Citi
📍 Pune