Senior Production Support Analyst - Payments

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.

Key Responsibilities:

• 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.
    

Required Qualifications:

• Experience:
  • Significant experience in a production support role.
    
• Technical Proficiency:
  • 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.
    
• Leadership & Communication:
  • 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.
    
• 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.
    

Desired Qualifications:

• 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.

------------------------------------------------------

Job Family Group:

Technology

------------------------------------------------------

Job Family:

Applications Support

------------------------------------------------------

Time Type:

Full time

------------------------------------------------------

Most Relevant Skills

Please see the requirements listed above.

------------------------------------------------------

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

------------------------------------------------------

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.