Production Support Tech Lead Analyst (Vice President)

About the role

Citi's Global Payments organization is looking for an experienced Production Support Tech Lead Analyst to lead Level 2 support for critical applications within Treasury and Trade Services (TTS), part of the Services Organization. The role ensures the day-to-day availability, stability and performance of business-critical applications, communicates incidents and status updates to business users and stakeholders, and works with development, infrastructure and business teams to keep the production environment stable.

Key responsibilities

• Promote stability and quality of support services in line with global strategy and technology management policies, and oversee day-to-day operations of applications across regions
• Respond to compliance, audit and business-as-usual production issues for Modernized Payments Applications
• Analyse complex problems and propose simple solutions, and explain complex technical issues to end users
• Build and maintain a knowledge base and promote knowledge management across Global Production Support Teams
• Help define, record and execute application disaster recovery plans and procedures
• Collaborate with multi-functional partners, 1st level support teams and the Regional Support Lead, and follow up on resolutions within SLAs
• Translate business issues into technology requirements and liaise with business sponsors and stakeholders

Required profile

• 10+ years of experience in a production support environment, including a high availability or critical environment
• Financial markets background, preferably core payments, operations or technology
• Strong ITIL practice knowledge (Incident, Release, Change and Problem management)
• Experience leading communications across business and technology partners in a medium to large enterprise
• Bachelor's degree; Master's preferred
• Experience in on-shore/off-shore support and in a multi-cultural IT environment

Required skills

• Linux (8-10 years of IT support experience) and scripting (Shell and SQL)
• Cloud and containers: AWS (ECS), Kubernetes (advantage), microservices, CI/CD with TeamCity
• Databases: Oracle, MongoDB; messaging: MQ, NDM, Kafka
• Monitoring: ITRS, AppDynamics, GCO, Kibana/Grafana, ELK (advantage); autosys scheduling
• Network basics: firewalls and load balancers
• ServiceNow or similar issue tracking tools