The Applications Support Senior Analyst is a seasoned individual contributor role responsible for providing day-to-day technical expertise, operational support, and problem resolution across enterprise application suites. Apply in-depth disciplinary knowledge through provision of value-added perspectives, technical guidance, and operational assistance. Acts as a designated backup shift lead, ensuring continuity of shift operations, balancing workload, and escalation handling in the absence of shift lead. Contributes to the development of improved support techniques, runbooks, and operational plans within the area of expertise. Strong communication, diplomacy, and analytical skills are required. Work affects the quality, timeliness, and effectiveness of support operations across the functional area. While this role does not have direct people management responsibilities (such as performance appraisals, disciplinary actions, or budget oversight), it plays an active role in mentoring peers, guiding junior team members, and driving operational excellence.
Responsibilities:
• Operates as a senior technical practitioner in 24X7 rotational shifts, acting as a backup shift lead to ensure seamless shift coverage, handover, and team coordination.
• Facilitates and coordinates technical issue escalation; triages, prioritizes, and drives timely technical issue resolution during the shift.
• Coordinates shift activities and task distribution to ensure smooth operational flow and avoid business service disruption.
• Actively coordinates and supports the resolution of major system outages, ensuring prompt escalation and explicit, transparent communication to key stakeholders.
• Executes and oversees start-of-day checks, continuous monitoring, and structured regional/shift handovers.
• Acts as a key technical liaison between business users, development teams, interfacing internal technology infrastructure groups, and external vendors.
• Provides technical guidance and subject matter
📌 Applications Support Intermediate Analyst (Pune)
🏢 Citi
📍 Pune