Senior Production Support Analyst

Job Description

We are seeking a seasoned and highly motivated Production Support Lead 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.

• 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.

• Experience
  • Significant experience in a production support role.
• Technical Proficiency
  • Strong hands-on experience with SQL (e.g., SQL Developer) and Mongo
    
    DB (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 Service Now.
• Leadership & Communication
• Proven ability to lead a technical team, manage schedules, and handle escalations.
• Exceptional communication and interpersonal skills, with the ability to 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.

• 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.

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, Accessibility w Citi’s EEO Policy Statement and the Know Your Rights poster.