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About the Role

We are seeking a seasoned Senior Production Support Analyst to lead our payments hyper-care team, ensuring the stability, integrity, and performance of critical payment systems. This role involves technical resolution, team leadership, and managing high-stakes stakeholder interactions in a fast-paced, global environment.

Responsibilities

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

Requirements

• 5-7+ years of experience in a production support role.
• 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.
• 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.
• 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.
• Extensive experience in the payments domain is highly desirable.
• A deep, architectural understanding of the entire payment processing flow.

Skills

• SQL
• MongoDB
• ITRS Geneos
• Grafana
• ServiceNow
• ITSM
• Communication
• Interpersonal Skills
• Analytical Skills
• Problem-Solving
• Leadership
• Payments Domain Knowledge

Location

• Hybrid

Work Type

• Full time
• Hybrid

Experience Level

• Senior
• 5-7+ years

About the Company

• Citi is an equal opportunity employer.

Equal Opportunity

• 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.
• 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.