Production Support Analyst - Payments
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.
Monitoring Skills: ITRS , Grafana, Kibana
Technical Skills:
- Database: PL/SQL, Oracle/MSSQL/Mongo DB, Query Tuning
- OS / platform: Python, Mongo DB, Linux, Cloud understanding
Domain: Payment lifecycle understanding, SWIFT/ISO 20022, PCI DSS, Settlement
Good to have:
- Good Communication skills
- Stakeholder management
- Incident Management
- Team player
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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
- Strong hands-on experience with SQL and SQL Developer
- Proficiency with MongoDB and Compass
- Experience with monitoring tools like ITRS Geneos and Grafana
- Experience with IT Service Management ticketing tools such as ServiceNow
- Excellent written and verbal communication skills
- Proven ability to analyze complex technical issues
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
What We Do
Citi's mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients. We have 200 years of experience helping our clients meet the world's toughest challenges and embrace its greatest opportunities. We are Citi, the global bank – an institution connecting millions of people across hundreds of countries and cities.
