Discover your future at CitiWorking at Citi is far more than just a job. A career with us means joining a team of approximately 219,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.Job OverviewRole OverviewThe L2 Application Support Engineer (Technical Support Analyst) is a critical role within the Production Support and Operations team. This individual is responsible for providing high-quality technical support, troubleshooting, and incident resolution for complex enterprise applications and platforms. Acting as the bridge between L1 Helpdesk/Monitoring teams and L3 Development/Engineering groups, the L2 Engineer ensures system availability, stability, and adherence to strict Service Level Agreements (SLAs) in a fast-paced, enterprise technology environment.Key Responsibilities1. Incident & Problem ManagementEscalation Handling: Acknowledge and own incidents escalated by the L1 support team or monitoring alerts.Troubleshooting & Diagnosis: Perform in-depth technical analysis and root cause investigation of application, database, middleware, and infrastructure failures.Workaround Implementation: Apply approved temporary workarounds or permanent hotfixes to restore services quickly and minimize business impact.Collaboration: Partner with L3 developers, database administrators (DBAs), network engineers, and system administrators to resolve complex, multi-tiered issues.Incident Lifecycle Management: Track and document all incident progression within the ITSM platform (e.G., ServiceNow) from creation through to resolution.2. Monitoring, Observability & Preventive MaintenanceSystem Monitoring: Actively monitor application health, batch jobs, integration feeds, and system performance using enterprise observability suites.Proactive Interventions: Identify recurring patterns, error trends, or capacity bottlenecks and initiate preventative actions.Health Checks: Perform daily health checks, start-of-day (SOD) and end-of-day (EOD) verifications, and batch processing runs.3. Release, Deployment & Configuration ManagementDeployment Validation: Support the verification of application deployments, system patches, and infrastructure upgrades during maintenance windows.Configuration Controls:



Maintain and update application configuration files, environment variables, and parameter settings under strict change management processes.Setting Management: Assist in maintaining non-production (UAT/Staging) and production environments to ensure consistency.4. Communication & Stakeholder ManagementStatus Updates: Provide clear, timely, and precise communications to business stakeholders, product owners, and technology leadership during critical (Sev-1/Sev-2) incidents.Bridges & War Rooms: Participate in or lead technical incident bridges to coordinate restoration efforts.Post-Incident Reviews: Contribute technical inputs to Post-Incident Reviews (PIRs) and Root Cause Analysis (RCA) documentation.5. Documentation & Knowledge ManagementRunbooks & SOPs: Document and update Standard Operating Procedures (SOPs), application architecture maps, and troubleshooting runbooks.Knowledge Sharing: Train L1 teams on common issue resolution paths to shift-left workloads and improve first-contact resolution rates.Qualifications & ExperienceEducation: Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical discipline.Experience: 8+ years of experience in an application support, technical support, or systems engineering role (preferably in an enterprise or financial services environment).Certifications (Desirable):ITIL v3 or v4 Foundation certification.Professional certifications in AWS/Azure, Kubernetes (CKAD), Linux Administration, or Oracle/SQL.Required Technical SkillsDomainTechnology / ToolingOperating SystemsStrong hands-on experience with Linux/Unix environments (navigating file systems, checking logs, monitoring CPU/memory, cron jobs) and Windows Server.Scripting & AutomationProficiency in writing and debugging Shell scripting (Bash), PowerShell, or Python to automate daily tasks and analyze log files.Databases & QueryingStrong SQL skills (Oracle, MS SQL, Sybase, or PostgreSQL). Ability to write complex select queries,



joins, analyze execution plans, and run database scripts.Middleware & Web ServersWorking knowledge of Apache, Tomcat, Nginx, WebSphere, and messaging queues like IBM MQ, RabbitMQ, or Apache Kafka.Cloud & ContainerizationFamiliarity with Docker, Kubernetes, OpenShift, or cloud infrastructure (AWS/Azure) concepts and container deployments.Monitoring & LoggingHands-on experience with tools such as Splunk, ELK Stack, AppDynamics, Dynatrace, Grafana, or ITRS Geneos.ITSM & CollaborationExperience with ticketing tools like ServiceNow or Jira, and version control systems like Git or Bitbucket.Required Professional & Soft SkillsAnalytical Mindset: Excellent logical reasoning and problem-solving skills;
ability to systematically break down a complex issue.Communication: Exceptional verbal and written communication skills, with the ability to translate technical details into plain language for business teams.Pressure Tolerance: Calm demeanor under pressure, especially during high-severity system outages.Team Collaboration: Ability to work cohesively in a global, distributed cross-functional environment.------------------------------------------------------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 (opens in new window).View Citi’s EEO Policy Statement (opens in new window) and the Know Your Rights (opens in new window) poster.

📌 Application Support Senior Analyst - Assistant Vice President (Pune)
🏢 Barclays
📍 Pune