Global Support Manager Senior Vice President

About Citi

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.

We are seeking a highly experienced and technically hands‑on Global Support Manager to lead the production support function for Citi's flagship Instant Payments application. This critical role demands a visionary leader capable of building a best‑in‑class technical support organization specifically designed for a modern, cloud‑native application landscape, with installations across both Citi's Enterprise Cloud and Public Cloud environments.

As a strategic technical leader, you will be instrumental in defining and implementing advanced observability, resiliency, and recoverability solutions. You will engage deeply with core technology, architecture, and cloud teams across Citi, as well as with public cloud providers, to ensure the highest levels of application stability, performance, and operational excellence for our Instant Payments platform globally. This is a unique opportunity to combine deep technical expertise with strategic leadership to drive significant impact in a high‑visibility, high‑transaction environment.

• Strategic Leadership: Define, build, and lead a global, best‑in‑class technical support function for Citi's cloud‑native Instant Payments application, setting strategic direction for operational excellence. This includes demonstrating an in‑depth understanding of how application support integrates within the overall technology function and the broader industry landscape.
• Technical Deep Dive & Hands‑On Expertise: Provide strong hands‑on technical leadership in designing, implementing, and continuously improving observability, resiliency, and recoverability solutions for cloud‑native applications. This includes advanced monitoring, logging, tracing, auto‑healing, and disaster recovery strategies.
• Cloud‑Native Operations: Oversee the operational stability and performance of the Instant Payments application across diverse cloud environments, including Citi's Enterprise Cloud and Public Cloud.
• Architectural Influence: Collaborate strategically with Citi's architecture teams, Enterprise Cloud teams, and public cloud providers to advocate for and implement supportability, resilience, and operational best practices within the application's design and infrastructure.
• Service Level Enhancement: Continuously improve the service level provided by the team to our end‑users, maximizing operational efficiencies, strengthening incident management, problem management, and knowledge sharing practices.
• Application Governance: Define and implement robust application on‑boarding guidelines and standards to ensure consistent and high‑quality deployments. Guide development teams on application stability and supportability improvements.
• Management & Team Development: Take full management responsibility for a team or multiple teams, including management of people, budget and planning, performance evaluation, compensation, hiring, disciplinary actions and terminations and budget approval. Work with team members on coaching them to maximize their potential and foster a highly integrated team environment.
• Vendor Management: Oversee vendor relationship management, including all offshore managed services, ensuring alignment with strategic objectives and service level agreements.
• Operational Efficiency & Cost Reduction: Drive continued cost reductions and efficiencies across supported portfolios through Root Cause Analysis reviews, Knowledge management, Performance tuning, and user training. Assure adherence to all support process and tool standards and work with Management to create new and/or…