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Job Overview

Position Overview:
We are seeking a seasoned and highly motivated Senior Production Support Analyst to guide our payments hyper-care team. This role is pivotal in ensuring the unwavering stability, integrity, and performance of our mission-critical payment systems. The ideal candidate is a proactive leader and a sophisticated problem-solver with a robust technical background, exceptional communication skills, and a proven ability to thrive in a fast-paced, global environment. You will be responsible for not only technical resolution but also for leading a team and managing high-stakes stakeholder interactions.

Key Responsibilities:
Team Leadership & Management:

• Lead, mentor, and manage a team of production support analysts, fostering a culture of excellence and continuous improvement.

• Manage team schedules, on-call rotations, and performance to ensure 24/7 coverage and optimal team effectiveness.

Escalation & Incident Command:

• Act as the primary point of command for major incidents and escalations from various stakeholders, including senior leadership and key clients.

• Drive complex investigations across multiple technical and business teams, ensuring accountability and swift progress toward resolution.

Stakeholder & Client Communication:

• Own and manage the communication flow during critical incidents, providing clear, timely, and regular updates to all stakeholders, including executive leadership.

• Serve as a senior technical point of contact for clients on significant issues, expertly handling escalations and reinforcing confidence.

Technical & Strategic Oversight:

• Proactively oversee the monitoring of end-to-end payment flows, using tools like ITRS Geneos and Grafana, to anticipate and prevent issues.

• Utilize deep analytical skills to identify systemic issues, recurring trends, and opportunities for strategic improvement, driving initiatives to enhance system stability.

Process & Documentation:

• Ensure the team creates and maintains clear, comprehensive documentation for all processes, issue resolutions, and system knowledge, establishing best practices.

Required Qualifications:
Experience:

• 5-7+ years of experience in a production support role.

Technical Proficiency:

• Strong hands-on experience with SQL (e.g., SQL Developer) and MongoDB (e.g., Compass).

• Demonstrated expertise with enterprise monitoring tools, specifically ITRS Geneos and/or Grafana.

• Deep experience with IT Service Management (ITSM) ticketing tools, such as ServiceNow.

Leadership & Communication:

• Proven ability to lead a technical team, manage schedules, and handle escalations.

• Exceptional communication and interpersonal skills, with the ability to command a room and articulate complex technical issues to diverse audiences, from engineers to C-level executives.

• Proficiency with standard corporate communication channels including Outlook and Microsoft Teams.

Analytical & Drive:

• Superior analytical and problem-solving skills, with a track record of driving root cause analysis for complex issues.

• A self-motivated leader with a strong sense of ownership, eager to drive initiatives and perform with composure under pressure.

Desired Qualifications:

• Domain Knowledge: Extensive experience in the payments domain is highly desirable.

• End-to-End Understanding: A deep, architectural understanding of the entire payment processing flow.

#LI-Hybrid

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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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