Production Support Analyst - Payments (Officer)

Position Overview: 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. Key Responsibilities: * Stakeholder Management: Collaborate effectively with business and technical partners across multiple regions to ensure alignment and timely issue resolution. * Client Communication: 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. * Production Monitoring: Proactively monitor end-to-end payment flows using tools like ITRS Geneos and Grafana dashboards to identify, analyze, and escalate potential issues. * Incident Management: Understand and analyze the complete payment lifecycle to effectively troubleshoot and escalate incidents to the next level of support when necessary. * Initiative & Analytics: Utilize strong analytical skills to identify trends, drive improvement initiatives, and contribute to the overall stability of the production environment. * Documentation: Create and maintain clear, comprehensive documentation for processes, issue resolutions, and system knowledge. Required Qualifications: * Technical Proficiency: * 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. * Communication Skills: 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. * Analytical Skills: Proven ability to analyze complex technical issues and identify root causes. * Motivation & Drive: A self-motivated individual who is eager to take ownership, drive initiatives, and perform well in a high-pressure, dynamic production environment. Desired Qualifications: * Domain Knowledge: Experience in the payments domain is highly desirable. * End-to-End Understanding: A strong conceptual understanding of the entire payment processing flow. #LI-Hybrid \------------------------------------------------------ ## 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.