Production Support - Application Support Lead - AVP (Belfast)

The Production Support - Application Support Lead - AVP provides technical and business support for users of Citi end-users applications, including providing quick resolutions to application issues and driving stability, efficiency, and effectiveness improvements.

Requirements

• L3 Surveillance case manager platform support
• Proactively involving the global engineering teams and production support as required for defects beyond the scope of the L3 team
• Ensure user queries are promptly actioned and responded to.
• Log and / or maintaining defects in ServiceNow.
• Responsible for troubleshooting the issues and driving root cause analysis.
• Work closely with the development team to understand and get the defects fixed.
• As required, reach out to upstream systems for data availability of the surveillance platform for daily jobs and resolve issues relating to data issues
• Lead by example in integrity, commitment, being customer and results focused and being a key contributor in technical problem solving
• Manage, maintain and support applications and their operating environments, focusing on stability, quality and functionality against service level expectations.
• Start of day checks, continuous monitoring and regional handover.
• Develop and maintain technical support documentation.
• Identify ways to maximise the potential of the applications used
• Assess risk and impact of production issues and escalate to business and technology management in a timely manner.
• Ensure essential procedures are followed and help to define operating standards and processes.

Benefits

• Equal opportunity employer
• Paid parental leave
• Flexible work arrangements
• Employee discounts
• Professional development opportunities
• Competitive compensation and benefits package