Citi

AVP, Application Support Analyst – Contact Center Operations

Citi

full-time

Posted on:

Origin:  • 🇺🇸 United States • Florida

Visit company website
✨ AI Apply
Manual Apply

Salary

💰 $96,400 - $144,600 per year

Job Level

Lead

Tech Stack

AWSAzureCloudJavaMicroservices

About the role

  • Provides technical and business support for users of Citi applications, driving quick resolution of application issues and improving stability, efficiency and effectiveness
  • Maintains application systems in daily operations focusing on stability, quality and functionality against service level expectations
  • Manages start of day checks, continuous monitoring, and regional handover
  • Performs same day risk reconciliations and develops/maintains technical support documentation
  • Identifies ways to maximize application potential, assesses risk and impact of production issues and escalates to business and technology management
  • Ensures storage and archiving procedures are in place and functioning correctly
  • Formulates and defines scope and objectives for complex application enhancements and problem resolution
  • Reviews and develops application contingency planning to ensure availability to users
  • Partners with development and production support to prioritize bug fixes and support tooling requirements
  • Participates in application releases from development, testing and deployment into production and engages in post implementation analysis
  • Identifies risks, vulnerabilities and security issues and communicates impact
  • Ensures procedures are followed and helps define operating standards and processes
  • Acts as liaison between users/traders, internal technology groups and vendors; adheres to Service Level Agreements
  • Coaches and advises junior analysts, acts as SME to senior stakeholders, and owns Support Project items covering stability, efficiency, and effectiveness
  • Operates with limited supervision and performs other duties as assigned

Requirements

  • 5+ years experience in an Application Support, Business Analyst, or TPM role
  • Provide primary operational support for critical contact center applications, including live chat, chatbot platforms, and Interactive Voice Response (IVR) systems
  • Expertise in cloud technologies (AWS, Azure)
  • Experience with microservices architectures
  • Experience with Java-based applications
  • Knowledge of Generative AI (GenAI), Machine Learning (ML), and Large Language Models (LLMs) (highly desirable)
  • IVR experience is a significant plus
  • Experience installing, configuring or supporting business applications
  • Experience with some programming languages and willingness/ability to learn
  • Experience with project management and business analysis tools such as Jira, Confluence, MS Project, PowerPoint, Excel
  • Demonstrated analytical skills
  • Issue tracking and reporting using tools
  • Knowledge/experience of problem Management Tools
  • Good all-round technical skills
  • Advanced execution capabilities and ability to adjust quickly to changes and re-prioritization
  • Effective written and verbal communications including ability to explain technical issues in simple terms for non-IT staff
  • Ability to plan and organize workload
  • Bachelor’s/University degree or equivalent experience