Background:
We are seeking an experienced Production Support Analyst to join Global Payments organization. The team provides Level 2 support for critical applications within Treasury and Trade Services (TTS), which is part of the Services Organization. This role is responsible for ensuring the day-to-day availability, stability, and performance of business-critical applications, while providing timely communication of incidents, issues, and status updates to business users and stakeholders. The successful candidate will play a key role in maintaining operational excellence, driving issue resolution, and collaborating with development, infrastructure, and business teams to deliver a stable and reliable production environment.
You should have strong application support and technical skills and be successful in their endeavors, collaboration and team building skills and have sound character with interpersonal skills.
You should be technically astute, well organized, dedicated and appropriate discussing issues with product/business and technical users at all the levels. This is a hands-on role and extensive technical skills will be required and also possess good multi-tasking skills.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Key Responsibilities:
Functional Responsibilities:
- Main focus areas will include promoting stability and quality of support services in line with global strategy and technology management policies, as well as day to day operation and oversight for the various applications operating across the regions.
- This role will attend and respond to compliance, audit or BAU production issues related to Modernized Payments Applications.
- Able to analyze complex problems / situations and to propose simple solutions
- Communicate complex technical issues to end users in a language they understand
- Build and maintain a knowledge base to ensure that knowledge transfer takes place within the team
- Promote effective knowledge management across the Global Production Support Teams
- Help to define, record and execute application disaster recovery plans and procedures
- Collaborate effectively with multi-functional partners, sharing information and knowledge effectively Business Knowledge
- Learn the fundamentals of the supported business areas
- Translate business issues into technology requirements
- Effectively communicate and work well with infrastructure and supporting technology groups across a distributed Unix/Linux or Wintel environment to drive problem resolution and service levels.
- Work closely with 1st level support teams and work as part of the 2nd level support team to ensure team is meeting the business’ requirements.
- Follow through to ensure each problem is resolved according to SLA.
- Effectively communicate issues and status updates with business users, development teams and Regional Support Lead.
- Liaise with users; business sponsors; and other Stakeholders groups.
Essential Skills
Application Support Experience:
- 5 years + experience working in a prod support environment
- Experience in supporting a Production Supp or Operations group in a high availability / critical environment.
- Strong knowledge in ITIL practices in the area of Incident, Release, Change and Problem management.
- Experience in leading communications across business and technology partners at varying levels across a medium to large scale enterprise.
- Financial Markets Background, preferably in relation to core Payments, operations or technology.
- Experience using Service Now or other similar issue tracking system
- Leadership skills: individual leadership
- Ability to produce clear, concise reporting
- Excellent strategic analysis, problem solving, issue resolution and decision-making skills
- Tact, discretion and subtlety
- Strong time management skills
- Experience working within an on-shore/off-shore support environment
- Ability to build positive relationships in a multi-cultural environment across all levels within IT
- ITRS monitoring tools exposure and experienced in handling ITRS gateways
- ITIL V3 Certification added advantage
- Bachelor’s/University degree, Master’s degree preferred
- Linux : 5-7 years IT Support experience with Linux/Windows.
- Scripting : 3-5 experience writing Shell and writing SQL queries
- Cloud & Container Technologies: AWS (ECS), containerized application support, microservices architecture, and cloud infrastructure operations experience. Exposure to Kubernetes is an added advantage.
- Experience in CI/CD flow with teamcity, Microservice architecture and cloud infra.
- Database: Oracle, MongdoDB
- Messaging : Supporting MQ , NDM and Kakfa
- Monitoring Tools : ITRS, AppDynamics, GCO, Kibana/Grafana and ELK experience is an advantage
- Deployment Tools : Have worked on enterprise 1 click deployment tools and associatd light speed tools
- Worked on Incident management and tracking tools such as SaaS/ServiceNow
- Experience in Autosys Job Scheduling and setup.
- Good Understanding of network topology, Firewalls and Load balancers.
Personal:
- Ability to work in a team environment
- Ability to learn new skills quickly with little supervision
- Experience working on a multi-client delivery team
- Good communication with social skills
- Should communicate effectively at all senior/junior levels
- Authoritatively and effectively handles work, time, and resources
- Applied knowledge of standard development methodologies
- Ability to handle high stress and pressure situations
- Strong problem solving and program execution skills
- Self motivating
- Ability to understand the big picture – can step back and understand the context of problems before applying analytical skills to address the issues
- Ability to communicate and develop long-lasting relationships with all levels of Management in a clear, concise manner
- Delivery focused
- Process oriented
- Attentive to detail
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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.
Skills Required
- At least 5 years of experience working in a production support environment
- Experience supporting production support or operations teams in a high-availability or critical environment
- Strong knowledge of ITIL incident, release, change, and problem management practices
- Experience leading communications across business and technology partners in a medium-to-large enterprise
- Financial markets background, preferably in payments, operations, or technology
- Experience using ServiceNow or a similar issue-tracking system
- Individual leadership skills
- Ability to produce clear and concise reporting
- Strategic analysis, problem-solving, issue-resolution, and decision-making skills
- Experience working in an onshore/offshore support environment
- Ability to build positive relationships in a multicultural IT environment
- Experience with ITRS monitoring tools and ITRS gateways
- ITIL V3 certification
- Bachelor’s or university degree
- Master’s degree
- 5–7 years of IT support experience with Linux and Windows
- 3–5 years of experience writing Shell scripts and SQL queries
- Experience supporting AWS ECS, containerized applications, microservices, and cloud infrastructure operations
- Exposure to Kubernetes
- Experience with CI/CD workflows, TeamCity, microservices architecture, and cloud infrastructure
- Experience with Oracle and MongoDB databases
- Experience supporting MQ, NDM, and Kafka messaging
- Experience with ITRS, AppDynamics, GCO, Kibana, Grafana, or ELK monitoring tools
- Experience with enterprise one-click deployment and related deployment tools
- Experience with incident-management and tracking tools such as ServiceNow
- Experience with Autosys job scheduling and setup
- Understanding of network topology, firewalls, and load balancers
- Ability to work in a team and multi-client delivery environment
- Ability to learn new skills quickly with little supervision
- Strong communication, problem-solving, program execution, and time-management skills
- Ability to handle high-stress and high-pressure situations
- Knowledge of standard development methodologies
Citi Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Citi and has not been reviewed or approved by Citi.
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Healthcare Strength — Benefits coverage is positioned as comprehensive, including health, dental, and vision insurance plus on-site clinics, prescription drug support, and disability coverage. Family-building support such as fertility assistance is described as a notable differentiator within the overall package.
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Retirement Support — Retirement benefits are framed as strong, highlighted by a 401(k) with matching and additional plan options like a Roth 401(k). Financial support is reinforced through discounts and broader financial guidance resources tied to the benefits ecosystem.
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Wellbeing & Lifestyle Benefits — Wellbeing support extends beyond insurance through programs like an Employee Assistance Program, counseling/legal resources, and gym or wellness reimbursement. These offerings increase the perceived total rewards value even when cash compensation sentiment varies by role.
Citi Insights
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