The Tech Program App Support 1 is a developing professional role. Applies specialty area knowledge in monitoring, assessing, analyzing and / or evaluating processes and data.
Identifies policy gaps and formulates policies. Interprets data and makes recommendations. Researches and interprets factual information.
Identifies inconsistencies in data or results, defines business issues and formulates recommendations on policies, procedures or practices.
Integrates established disciplinary knowledge within own specialty area with basic understanding of related industry practices.
Good understanding of how the team interacts with others in accomplishing the objectives of the area. Develops working knowledge of industry practices and standards.
Limited but direct impact on the business through the quality of the tasks / services provided. Impact of the job holder is restricted to own team.
The 2-year Analyst Production Support rotational program, offers two rotations of 10 months providing exposure to different technologies and markets.
Production Support plays an integral part in running and maintaining the production environment for all applications throughout the trade lifecycle and covers key technologies such as UNIX, SQL and Scripting languages.
The role of a production support analyst includes;
Working closely with both trading and other technical teams provide direct and constant interaction with the businesses
Resolving any technological issues, which can vary in severity and complexity
Improve production support monitoring techniques
Resiliency and capacity testing, monitoring is vital to alert support to any issues within the production environment
Release and change management
Design, development and implementation of tooling - Support analysts will have the opportunity to develop applications and scripts
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
0-2 years relevant experience
Undergraduate or Master's degree
Computer Science, Information Systems, Computer Engineering, Math or Physics
A passion for technology
Demonstrated communication, planning and organizational skills, analytical and quantitative skills
Excellent analytical and problem-solving abilities
Motivated to develop a deep understanding of the financial industry
Unquestioned commitment to integrity and ethical decision-making
Bachelor’s / University degree or equivalent experience
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
There are two ICT Apprentice tracks to choose from :
Application Production Support Apprentice
Typical responsibilities and areas of exposure include :
Resiliency testing - We need to know that our applications can function in the event of a disaster or on high volume dates (think Brexit and the GBP crash) so that the business can continue to operate, so our apprentices learn to put our systems to the test, simulating disasters so we know the breaking point and how to react in a real life disaster.
Improving Production Support Monitoring Techniques - Monitoring is vital to alert support to any issues within the production environment so they can quickly resolve them.
Design, development and implementation of tooling - Apprentices will have the opportunity to develop applications and scripts to aid themselves and their teams in their job.
Previous apprentices have implemented solutions ranging from excel macros, to python scripts, to C# and Java applications -
it’s not just the developers who have the programming fun!
Organizational and operational efficiency improvements - Nobody likes to repeat the same actions every day and click the same buttons, so our apprentices get involved in efficiency improvements to see where tasks can be automated or streamlined to free their time to get involved in exciting projects!
Release / Change Management - Your development peers will be writing the application code for new functionality, but our production support apprentices will be the ones to decide if it can be released into our live systems or not.
With strong change management techniques, we help to protect the live systems from unnecessary harm and keep our trading platforms stable.
Incident Management - Major Outages - Despite best efforts, inevitably there are major outages which production support must manage to get our systems back up and running.
If this is not managed correctly, the impact on Citi’s reputation and finances could be catastrophic
Applicants for this apprenticeship will follow the Software Development training track of the ICT Apprenticeship.
Premium Client Service Centre Apprentice
Typical responsibilities and areas of exposure include :
Respond to inbound calls to the Premium Client Service Centre in a professional and efficient manner, dealing with and resolving as many desktop issues as possible over the phone and by remote console.
Our apprentices will learn to quickly effectively resolve issues for Traders at Citi.
Directly assist clients with any end-user issue for general faults, request identification and resolution. Learn to fix issues with mobile devices, virtual desktops, and Bloomberg terminals
Dealing with customer non-fault related requests e.g. Moves, Changes and Installations, data and application access, including setting up for new hires for technology requirements.
Apprentices will help to get new starts the right applications to do their job and get up and running as quickly as possible.
Apprentices will function as part of a complete service team providing the solution most effective to meet our customer's needs, to deliver the services they require and to improve our products and services to them.
Regularly identify repetitive faults through communication with other groups and statistics available from Problem Management systems to investigate and implement permanent fixes.
Nobody likes dealing with the same issue repeatedly, so we make sure that we put long-term fixes in place, and resolve the issue for everyone affected.
Liaise with business areas providing guidance and solutions ; identify technology enhancements pro-actively with a view to improving day-
to-day productivity. Apprentices build their skills and knowledge over time to become develop expertise in certain applications and platforms.
Contribute to documentation as required to help improve the knowledgebase available for other team members.
Applicants for this apprenticeship will follow the Networking Infrastructure training track of the ICT Apprenticeship.
Grade : All Job Level - All Job FunctionsAll Job Level - All Job Functions - GB
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