Applications Support Sr Analyst – Loan IQ – Assistant Vice President

About the Team: SMBF Production Management

Our Production Management team provides critical business and technical support to the Security Markets, Banking and Functions (SMBF); working collaboratively to ensure that our platforms and services operate for our clients, whenever they need them. We act as highly skilled and valued partners to our businesses.

Working as part of our Production Management team, you will help deliver a world class client service and experience, by applying engineering, innovation, learning and risk management across our systems and user environments. We interact with a diverse range of people each day, collaborating to solve problems as well as to anticipate and remove them before they occur.

Citi’s distinct global network of people, data and relationships creates a mindset that allows us to identify opportunities, manage risks and connect dots for our clients in ways that others cannot. Our people really do make all the difference in our success. We’re a forward-thinking team. We’re looking for ambitious, capable professionals who thrive on collaboration and want to improve how things are done.

In return, we offer rewarding work in a supportive environment, clear opportunities for progression and exciting company benefits.

Citi Wholesale Lending is undergoing a significant multi-year technology initiative to modernize its core accounting and loan servicing applications for Agency, Non-Agency, and Bi-lateral businesses globally. This strategic transformation centers on migrating to and optimizing the Loan IQ platform, with the goal of supporting growth, enhancing efficiency, and mitigating operational risks by transitioning away from current legacy products. The success of this critical program hinges on establishing a robust, full-service Lending Production Support team.

As an Apps Support Senior Analyst, you will be pivotal in ensuring the continuous operation and high performance of our Loan IQ production environment. Based in Jersey City, NJ, this role is integral to a globally distributed team spanning Pune, Sydney, and Irving, dedicated to providing 24/7 support for this enterprise‑critical application.

We are seeking a dedicated Loan IQ professional who possesses deep, hands‑on knowledge of the platform’s core application processes, configuration capabilities, and intricate financial workflows. You will apply your expertise to troubleshoot, maintain, and optimize complex Loan IQ functionalities, directly contributing to the stability and effectiveness of our global lending operations. This role offers an excellent opportunity to leverage your passion for technology and profound understanding of the LoanIQ product within a dynamic and impactful transformation initiative at Citi.

• Provide technical and business support for users of Citi. This includes providing quick resolutions to application issues, driving stability, efficiency, and effectiveness improvements to help the department and overall business succeed.
• Maintain Production environments with highest levels observability, resiliency, and recoverability.
• Partner with other regional teams for providing a stable Production Support coverage to Business.
• Manage, maintain, and support applications and their operating environments. This includes focusing on stability, quality, and functionality in line with service level expectations.
• Perform controlled resolution of incidents and problems including prioritization and escalation to relevant groups when appropriate, root cause analysis of all problems with follow‑through to resolution.
• Champion stability initiatives to enable application high availability for Business‑As‑Usual which includes better monitoring, failover, and resiliency.
• Ensure Incident & Problem management procedures are diligently followed for the Production Management service.
• Handle incidents, problems and change at a global enterprise level. Calm and analytical when faced with major incidents on critical systems.
• Implement and drive automations focused on productivity improvements and toil reduction.
• Exhibit sound and comprehensive communication and diplomacy skills to…