Technical Support Engineer III
Applied Materials
Assistant Vice President, Application Support Analyst, Back Office/Contact Center Operations
Citi
full-time
Posted on:
Location Type: Hybrid
Location: Irving • Florida, Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $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, providing quick resolutions to app issues and driving stability, efficiency and effectiveness improvements
- Maintains application systems that have completed development and are running in daily operations
- Manages, maintains and supports applications and their operating environments, focusing on stability, quality and functionality against service level expectations
- Perform start of day checks, continuous monitoring, regional handover, and same day risk reconciliations
- Develop and maintain technical support documentation and application contingency planning
- Assess risk and impact of production issues and escalate management in a timely manner
- Ensure storage and archiving procedures are in place and functioning correctly
- Partner with development and production support areas to prioritize bug fixes and support tooling requirements
- Participate in application releases from development, testing and deployment into production and engage in post implementation analysis
- Act as a liaison between users/traders, internal technology groups and vendors and act as SME to senior stakeholders
- Coach and train new recruits and provide evaluative judgment in complicated situations
- Active involvement and ownership of Support Project items covering Stability, Efficiency, and Effectiveness initiatives
Requirements
- 5+ years experience in an Application Support, Business Analyst, or TPM role
- Provide primary operational support for critical back office and contact center applications, including workflow, live chat, chatbot platforms, and Interactive Voice Response (IVR) systems
- Leverage expertise in cloud technologies (AWS, Azure), microservices architectures, and Java-based applications
- Apply knowledge of Generative AI (GenAI), Machine Learning (ML), and Large Language Models (LLMs)
- IVR experience is a significant plus
- Utilize project management and business analysis tools such as Jira, Confluence, MS Project, PowerPoint, Excel
- Demonstrate advanced domain expertise in workflow, chatbot and IVR technologies
- Practical problem solving and strategic thinking skills
- Demonstrated leadership, interpersonal skills and relationship building skills
- Service oriented attitude and ability to work in a fast-paced environment
- Experience working or leading requirement gathering efforts for multiple large development projects at one time
- Proficient using basic technical tools and systems
- Good interpersonal and communication skills
- Bachelor’s/University degree or equivalent experience
Benefits
- Discretionary and formulaic incentive and retention awards
- Medical, dental & vision coverage
- 401(k)
- Life, accident, and disability insurance
- Wellness programs
- Paid time off packages (planned time off/vacation, unplanned sick leave, paid holidays)
- Competitive employee benefits
- Additional benefits vary by jurisdiction, job level, and date of hire
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
application supportbusiness analysiscloud technologiesmicroservices architectureJavaGenerative AIMachine LearningLarge Language ModelsIVR systemsworkflow technologies
Soft skills
problem solvingstrategic thinkingleadershipinterpersonal skillsrelationship buildingservice orientationcommunication skillscoachingevaluative judgmentfast-paced adaptability
