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. The DCP PS team supports an expanding portfolio of platforms serving some of the world's largest institutional investors, across multiple geographies and business lines within Investor &  Issuer Services. The team is actively investing in engineering capability, automation, and AI-assisted operations — making this an opportunity for candidates who want to grow beyond traditional incident management into a forward-looking, engineering-oriented production support function. What You Will Be Working On The DCP platform underpins Citi's data distribution, client reporting, and operational data services across Securities Services. You will be supporting a portfolio of proprietary and industry-standard platforms spanning: Client data and reporting platforms — real-time and end-of-day data delivery, client reporting, and operational oversight tools Data lake and cloud-native platforms — next-generation cloud data infrastructure built on modern technologies including Snowflake, Apache Kafka, Couchbase, Amazon S3, and DataBricks Client-facing digital experience — platforms delivering data, reporting, and instructions to institutional clients via Citi's digital channels Entitlements and data access management — infrastructure governing client and user access to data services The platform is undergoing significant transformation — including migration of applications to modernised digital platforms, consolidation of data services across business lines, and adoption of cloud-native data lake architectures. You will be directly involved in supporting this evolution. Key Responsibilities Production Operations Provide L2 production support across the DCP application portfolio — incident triage, investigation, escalation, and resolution — operating within a global follow-the-sun support model 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, and professional communication to client-facing teams including Client Services, Technology Relationship Managers, and Operations Proactively identify and escalate data quality and service availability issues — contributing to a detect-first operating model that reduces client-reported incidents