Production Support Analyst

About the role

Citi's Securities Services division is seeking a Senior Production Support Analyst to join the Data & Client Platforms (DCP) Production Support team — a globally distributed, 24×6 function supporting business-critical and client-facing data and reporting platforms across Investor & Issuer Services. This is a senior operational role that sits at the intersection of data platform operations, client service delivery, and technology transformation.

What you'll do

• Provide L2 production support across the DCP application portfolio — incident triage, investigation, escalation
• Perform start-of-day checks, continuous platform monitoring, and structured regional handovers to ensure seamless 24×6 coverage
• Manage and resolve user and client-reported incidents via ServiceNow, maintaining SLA adherence and clear communication throughout the incident lifecycle
• Client Service & Communication
• Act as the internal operational point of contact for client-impacting incidents — providing timely, accurate

What you need

• 4–8 yrs of experience
• ServiceNow
• ITIL
• AWS
• Snowflake
• Databricks
• Grafana
• B.Sc or B.Tech or B.E. or BCA

Good to have

• ETL
• SQL
• Python
• Kafka