Payments Production Support -Technology Lead

The Apps Sup Tech Lead Analyst is a strategic professional who stays abreast of developments within own field and contributes to directional strategy by considering their application in own job and the business. Recognized technical authority for an area within the business. Requires basic commercial awareness. There are typically multiple people within the business that provide the same level of subject matter expertise. Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional external customers. Significant impact on the area through complex deliverables. Provides advice and counsel related to the technology or operations of the business. Work impacts an entire area, which eventually affects the overall performance and effectiveness of the sub-function/job family.

Responsibilities:

• The Apps Support Tech Lead Analyst is responsible to partner with multiple technology teams to ensure appropriate integration of functions to meet goals; identify and define necessary system enhancements; analyze existing system logic, identify problems; and recommend and implements solutions.
• Provides expertise in payment flows and an advanced level of understanding of the principles of apps support including observability, telemetry and site/application reliability.
• Formulates, defines observability scope & objectives for complex, critical business flows & application monitoring enhancements and problem resolution through in-depth analysis and evaluation of complex business processes.
• Responsible for uplifting the production support team to adopt the best in class observability solutions.
• Responsible to run & maintain all aspects of the 24X7 essential production support function in the location.
• Contribute in rapid adoption of best in class AI enabled tools & services for the in scope production support team.
• Works closely with Development partners, Product Owners and Systems Analysts to provide in-depth analysis & determine client impacting incident themes, partner with business & technology teams for root cause remediation.
• Acts as advisor or coach to new or lower level analysts; allocates work. Oversees the team's day to day responsibilities.
• Persuades and influences others through strong and comprehensive communication skills
• Performs other duties and functions as assigned
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Recommended Qualifications:

• 8+ years experience
• Practical problem solving and strategic thinking skills
• Demonstrated leadership, interpersonal skills and relationship building skills
• Strong knowledge & working experience of AI tools, skills to solve operational toils and achieve efficiency
• Knowledge of Payment & banking domain is beneficial
• Service oriented attitude
• Ability to work in a fast-paced environment
• Proficient using commonly used technical tools and systems
• Full stack knowledge/understanding from production support standpoint
• Rest API's, Payments life cycle knowledge is an added advantage
• Good interpersonal and communication skills
• Service Level Management knowledge is important ( SLI's & SLA's)

Education:

• Bachelor’s/University degree, Master’s degree preferred

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