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Job Overview

We are seeking an experienced ITRS Operations & Analytics Support Specialist to join the Monitoring and Observability team. This role is responsible for supporting the enterprise ITRS Geneos and ITRS Analytics platforms, onboarding applications into monitoring solutions, and providing Level 2 operational support for critical business services.

The successful candidate will work closely with application, infrastructure, Engineering and support teams to implement monitoring requirements, maintain platform stability, troubleshoot issues, and enhance observability capabilities across the organization.

Key Responsibilities

ITRS Geneos Operations & Support

• Support the day-to-day operation and maintenance of the ITRS Geneos monitoring platform.
• Configure and maintain Gateways, Netprobes, rules, samplers, alerts, and managed entities.
• Implement and maintain monitoring solutions for applications, infrastructure, databases, middleware, and business services.
• Perform routine platform maintenance, monitoring health checks, and configuration updates.
• Support platform upgrades, deployments, and operational initiatives.

ITRS Analytics Support & Onboarding

• Assist with onboarding applications and business services into ITRS Analytics.
• Configure dashboards, reports, data collections, and analytics views.
• Support analytics adoption by partnering with stakeholders to understand monitoring and reporting requirements.
• Help identify trends and actionable insights through Analytics reporting and dashboards.
• Maintain and support integrations between Geneos and Analytics platforms.

L2 Production Support

• Provide Level 2 support for monitoring and observability-related incidents.
• Investigate and resolve issues related to Geneos, Analytics, alerts, and monitoring integrations.
• Perform troubleshooting and root cause analysis for recurring monitoring issues.
• Collaborate with senior team members, application support groups, and vendors to resolve complex issues.
• Participate in incident, problem, and change management activities.

Application Onboarding & Monitoring Implementation

• Work with application teams to gather monitoring requirements and implement monitoring solutions.
• Configure alerting, thresholds, dashboards, and service views.
• Support onboarding of new applications into enterprise monitoring platforms.
• Ensure monitoring standards and operational best practices are followed.

Operational Excellence

• Contribute to improvements in monitoring coverage and platform effectiveness.
• Support scripting and automation efforts to streamline operational activities.
• Maintain support documentation, procedures, and knowledge articles.
• Identify opportunities to improve alert quality and reduce operational noise.

Required Qualifications

• Bachelor's degree or equivalent experience in Information Technology or a related field.
• At least 6 years experience in IT with 4+ years of experience supporting enterprise monitoring platforms.
• Hands-on experience with ITRS Geneos administration and monitoring configurations.
• Experience supporting or onboarding solutions into ITRS Analytics.
• Experience in a production support or operations environment.
• Knowledge of Linux/Unix and Windows platforms.
• Working knowledge of SQL and data analysis concepts.
• Basic scripting knowledge in Shell, Python, or PowerShell.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Excellent communication and collaboration skills.

Preferred Qualifications

• Experience within financial services or other large-scale enterprise environments.
• Exposure to observability and monitoring tools such as Splunk, BigPanda, GCO, AppDynamics, Grafana, or Prometheus.
• Familiarity with cloud technologies including AWS or  Azure or Google cloud Platform (GCP).
• Knowledge of ITIL processes and production support practices.
• Experience working with application, middleware, database, and infrastructure support teams.

Key Success Measures

• Successful onboarding of applications into ITRS Geneos and ITRS Analytics.
• Efficient resolution of monitoring-related incidents and service requests.
• Improved monitoring quality, coverage, and operational visibility.
• Strong partnership with application and infrastructure support teams.
• Contributions toward platform stability, operational excellence, and analytics adoption.

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Job Family Group:

Technology

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Job Family:

Applications Support

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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