Ops Sup Intermed Analyst

As an Ops Sup Intermed Analyst at Citi, your role involves providing operations support services such as record/documentation maintenance, account maintenance, and serving as a liaison between various stakeholders. You will be responsible for day-to-day operations support in alignment with Citi's operations support infrastructure and processes. **Key Responsibilities:** - Act as the primary point of contact for all production support issues related to the PUMA automation framework. - Manage and lead the resolution of critical incidents, ensuring timely communication to stakeholders and performing root cause analysis (RCA). - Oversee the end-to-end lifecycle of incident tickets, from initial logging to closure. - Provide expert guidance and support to end-users, addressing their queries and technical challenges with the framework. - Lead the deployment of new framework code and updates, ensuring thorough testing and adherence to change management protocols. - Coordinate with development and QA teams to schedule and implement changes with minimal impact on production. - Plan and execute upgrades of the PUMA automation framework components, ensuring compatibility and seamless integration. - Address End-of-Vendor-Support (EOVS) and End-of-Life (EOL) issues by planning and implementing timely replacements or upgrades. - Collaborate with infrastructure teams to ensure OS Vulnerability and Threat Management (VTM) patches are applied. - Work with monitoring tools to proactively identify potential issues and ensure system health. - Maintain and update comprehensive support documentation, runbooks, and knowledge base articles. **Qualifications:** - 4-6 years of relevant experience - Hands-on experience supporting and deploying automation frameworks or complex enterprise applications. - Proven experience with change management and incident management processes. - Experience with code deployment pipelines and tools like Jenkins, GitLab CI/CD. - High-level knowledge of industry standards and practices. - Ability to work unsupervised, adjust priorities quickly, and solve problems analytically. - Strong communication and interpersonal skills to articulate technical issues effectively. - Ability to work under pressure, manage priorities in a fast-paced environment, and focus on service quality and reliability. - Experience with ticketing systems such as Jira, ServiceNow, or similar. - Familiarity with operating systems (Linux is a must, Windows is a plus) and system administration tasks. - Knowledge of database concepts and SQL. **Education:** - Bachelors degree/University degree or equivalent experience This job description provides an overview of your responsibilities and qualifications. Other duties may be assigned as required.,