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About the Role

We are seeking a highly motivated and technically proficient Production Support Analyst to join our dynamic team. This role is at the forefront of our payment hyper care team, ensuring the stability, integrity, and performance of our critical payment systems. The ideal candidate will be a proactive problem-solver with a strong technical background, excellent communication skills, and the ability to thrive in a fast-paced, global environment.

Responsibilities

Collaborate effectively with business and technical partners across multiple regions to ensure alignment and timely issue resolution.
Serve as a technical point of contact for clients, providing timely updates and "heads-up" notifications on production issues via Symphony and other official communication channels.
Proactively monitor end-to-end payment flows using tools like ITRS Geneos and Grafana dashboards to identify, analyze, and escalate potential issues.
Understand and analyze the complete payment lifecycle to effectively troubleshoot and escalate incidents to the next level of support when necessary.
Utilize strong analytical skills to identify trends, drive improvement initiatives, and contribute to the overall stability of the production environment.
Create and maintain clear, comprehensive documentation for processes, issue resolutions, and system knowledge.

Requirements

Strong hands-on experience with SQL and tools like SQL Developer.
Proficiency with MongoDB and tools such as Compass.
Demonstrated experience with monitoring tools, specifically ITRS Geneos and Grafana.
Experience with IT Service Management (ITSM) ticketing tools, such as ServiceNow.
Excellent written and verbal communication skills, with the ability to articulate technical issues to both technical and non-technical audiences.
Proficiency with standard communication channels including Outlook and Microsoft Teams.
Proven ability to analyze complex technical issues and identify root causes.
A self-motivated individual who is eager to take ownership, drive initiatives, and perform well in a high-pressure, dynamic production environment.
Experience in the payments domain is highly desirable.
A strong conceptual understanding of the entire payment processing flow.

Skills

SQL
SQL Developer
MongoDB
Compass
ITRS Geneos
Grafana
ServiceNow
ITSM
Communication
Analytical Skills
Payments Domain

Work Type

Hybrid
Full time

About the Company

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.

Equal Opportunity

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi. View Citi’s EEO Policy Statement and the Know Your Rights poster.