Applications Support Sr Analyst

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The Apps Support Sr Analyst is a seasoned professional role. Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and work-flow for the area or function. Integrates subject matter and industry expertise within a defined area. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the function and overall business. Evaluates moderately complex and variable issues with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information. Requires good analytical skills in order to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Strong communication and diplomacy skills are required. Regularly assumes informal/formal leadership role within teams. Involved in coaching and training of new recruits. Significant impact in terms of project size, geography, etc. by influencing decisions through advice, counsel and/or facilitating services to others in area of specialization. Work and performance of all teams in the area are directly affected by the performance of the individual.

Role Summary

The Senior Middleware & IT Infrastructure Analyst provides advanced technical support and leadership for enterprise middleware platforms and web/application server environments. The role focuses on ensuring high availability, stability, performance, and security of mission-critical applications across Production and Non-Production environments. This position plays a key role in production support, infrastructure optimization, crisis management, and team leadership while adhering to strict SLA, compliance, and operational standards.

Key Responsibilities

Middleware & Web/Application Server Support

• Provide end‑to‑end administration and support for Middleware and IT Infrastructure platforms with 13+ years of enterprise experience.
• Install, configure, and support IBM WebSphere (WAS), Apache Tomcat, IBM HTTP, Apache Web server across UNIX operating systems across all phases of the SDLC.
• Manage application deployments on WebSphere and Tomcat environments.
• Configure and maintain virtual hosts, data sources, JDBC resources, and connection pools across WAS and Tomcat.
• Application tuning to ensure the performance in line with Citi standard.
• Configure and integrate Apache Web Server with:
  • WebSphere (WebServer Plug‑in)
  • Tomcat using mod‑jk and reverse proxy configurations

Security, SSL & Load Balancing

• Implement and support SSL/TLS configurations at Web Server and Application Server.
• Install and manage third‑party SSL certificates across WebSphere and Tomcat.
• Integrate CA SiteMinder (SSO) for user authentication and secure access management.

Big Data & Distributed Platform Support

• Provide Big Data platform support, including Production and Non‑Production environments.
• Support Hive services, including:
  • Hive configuration and operational support
  • Assistance with Hive query execution, troubleshooting, and performance analysis
• Support deployment and processing of XML data within enterprise and big data environments.
• Collaborate with application and data engineering teams to ensure stable data ingestion, processing, and availability.

Monitoring, Performance & Troubleshooting

• Install and configure application performance monitoring tools such as:
  • AppDynamics
• Conduct on-demand performance analysis for problematic applications and platforms.
• Perform JVM, application, and web server performance tuning.
• Troubleshoot complex issues using:
  • Logs and traces
  • Heap dumps and core dumps
  • Thread analysis and memory diagnostics

Support & Operations

• Handle same‑day risk assessment, impact analysis, and escalations in line with SLAs.
• Support both Production and Non‑Production environments, ensuring operational stability and compliance.
• Weekend support for application deployment.

Change, Incident & Governance

• Actively participate in Change Activities (CAs) following ITIL best practices.
• Plan, prioritize, and execute daily tasks while enforcing:
  • Incident Management
  • Problem Management
  • Change Management

Leadership & Stakeholder Management

• Lead and mentor offshore teams, providing technical guidance and operational oversight.
• Act as a Subject Matter Expert (SME) for Middleware, Tomcat, and Big Data platforms.
• Serve as a liaison between business users, application teams, infrastructure teams, and vendors.
• Exhibit strong communication, stakeholder engagement, and decision‑making skills.
• Operate independently with minimal supervision while exercising sound technical and risk‑based judgment.

Education:

• Bachelor’s/University degree or equivalent experience

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