AI and Devops Technical Support Analyst

AI and DevOps Technical Support Analyst We are seeking a motivated team member to support our AI and DevOps Platform Support team in North America. This role is responsible for assisting in the stability, reliability, and performance of our critical AI and DevOps platforms. The team supports a wide range of services, including multiple AI applications, developer tools, and CI/CD pipeline technologies used across the organization. The ideal candidate will work closely with SRE and Support engineers to resolve incidents, address platform issues, and collaborate with engineering and development teams to enhance platform supportability. The role includes coordinating daily operational activities and contributing to short‑term planning. Job Overview Engineer the future of global finance. At Citi, our Tech team doesn’t just support finance – we are helping to redefine it. Every day, $5 trillion crosses through our network. We do business in 180+ countries, operating at a scale few can match. From deploying advanced AI to helping shape global markets, we build systems that matter. Join a team where your work helps influence economies, your ideas can drive innovation, and your growth is backed by mentorship, continuous learning, and flexibility with potential hybrid work opportunities. Responsibilities Collaborative Application Support: Provides application support by partnering with vendors, offshore managed services, and internal development and engineering teams to ensure platform stability and operational readiness. Service Level Improvement: Actively supports efforts to improve service levels by participating in incident management, problem resolution (RCA), and knowledge‑sharing initiatives. Platform Resilience and Testing: Assists in resilience‑related activities, including incident simulations, disaster recovery exercises, and platform readiness testing to ensure business continuity. Automation and Efficiency: Supports automation efforts designed to reduce manual tasks, improve operational efficiency, and contribute to cost‑saving initiatives. Monitoring and Observability: Helps maintain platform health by supporting observability practices, including monitoring, logging, tracing, and alerting for proactive issue identification. Platform Onboarding and Enhancement: Assists with application onboarding activities and contributes to platform enhancement initiatives in partnership with engineering and support leads. Data Collection for Planning: Helps collect and track capacity, performance, and latency data to support platform planning efforts and prepare materials for business review meetings. Troubleshooting and Incident Response: Maintains a practical understanding of platform components (like OpenShift, ECS, CI/CD) to effectively support troubleshooting and incident response activities. Qualifications Experience: 6‑8 years of relevant experience in technical support, platform operations, or engineering. Core Expertise: Demonstrated experience supporting IT services, platform operations, or infrastructure, with participation in resilience and stability‑focused activities. Architectural Acumen: Exposure to architecture concepts with the ability to contribute to technical discussions and understand design decisions. Collaboration and Communication: Strong communication skills and a proven ability to collaborate effectively with business partners, engineering teams, and other cross‑functional stakeholders. Cloud‑Native & DevOps Tooling (Preferred): Experience with Red Hat OpenShift/Kubernetes, CI/CD tools, and modern observability/monitoring tools (e.g., Prometheus, Grafana, Splunk). Database & Scripting Skills (Preferred): Experience with databases (e.g., Postgres, MongoDB) and scripting or coding abilities in languages like Java, Python, or Go. Organizational Skills: Strong organizational skills with the ability to manage a daily workload and effectively prioritize tasks. Generative AI Knowledge (Preferred): A working knowledge of Generative AI concepts. Benefits Employer paid Defined Contribution Pension Plan contribution of 6% of employee’s pensionable earnings (PPE Program). Employer paid Private Medical Care Package for employees and certain family members at preferential rates. Employer paid Life Insurance Program for employees and certain family members at preferential rates. Employee Assistance Program financed by Employer. Paid Parental Leave Program (maternity and paternity leave; statutory and 2 weeks additional paid paternity leave). Sport Card for employees subsidized via Social Benefits Fund and for certain family members at preferential rates. Additional benefits from Company’s Social Benefit Fund, including holidays allowance, support for sport and cultural activities, and team‑building events. Additional day off for volunteering. Cafeteria/flex benefit – a company benefits system which enables employees to select and purchase benefits offered by a provider. Opportunity to receive an annual discretionary incentive award. Special offers and discounts for employees. Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law. #J-18808-Ljbffr Citi