Senior Production Support Analyst - Payments (Assistant Vice President)

Position Overview: We are seeking a seasoned and highly motivated Senior Production Support Analyst 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: * 5-7+ years of 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. #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.