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Citi · 1 month ago

Global Support Manager, Instant Payments, Senior Vice President

Irving Texas United States

Full-time

Hybrid

Senior Level, Lead/Staff

$156K/yr - $234K/yr

8+ years exp

Citi, the leading global bank, is seeking a highly experienced Global Support Manager to lead the production support function for its Instant Payments application. This role involves building a best-in-class technical support organization and ensuring application stability and performance across cloud environments.

BankingFinanceFinancial Services

H1B Sponsor Likely

Responsibilities

Define, build, and lead a global, best-in-class technical support function for Citi's cloud-native Instant Payments application, setting strategic direction for operational excellence. This includes demonstrating an in-depth understanding of how application support integrates within the overall technology function and the broader industry landscape

Provide strong hands-on technical leadership in designing, implementing, and continuously improving observability, resiliency, and recoverability solutions for cloud-native applications. This includes advanced monitoring, logging, tracing, auto-healing, and disaster recovery strategies

Oversee the operational stability and performance of the Instant Payments application across diverse cloud environments, including Citi's Enterprise Cloud and Public Cloud

Collaborate strategically with Citi's architecture teams, Enterprise Cloud teams, and public cloud providers to advocate for and implement supportability, resilience, and operational best practices within the application's design and infrastructure

Continuously improve the service level provided by the team to our end-users, maximizing operational efficiencies, strengthening incident management, problem management, and knowledge sharing practices

Define and implement robust application on-boarding guidelines and standards to ensure consistent and high-quality deployments. Guide development teams on application stability and supportability improvements

Take full management responsibility for a team or multiple teams, including management of people, budget and planning, performance evaluation, compensation, hiring, disciplinary actions and terminations and budget approval. Work with team members on coaching them to maximize their potential and foster a highly integrated team environment

Oversee vendor relationship management, including all offshore managed services, ensuring alignment with strategic objectives and service level agreements

Drive continued cost reductions and efficiencies across supported portfolios through Root Cause Analysis reviews, Knowledge management, Performance tuning, and user training. Assure adherence to all support process and tool standards and work with Management to create new and/or enhance processes to ensure consistency and quality in 'best practices' across the overall support program

Participate in business review meetings, relating technology tools strategies to business requirements. Communicate effectively with senior leadership, product teams, development teams, and external stakeholders on application status, operational risks, and strategic initiatives

Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets. Drive compliance with applicable laws, rules and regulations, adhere to Policy, apply sound ethical judgment regarding personal behavior, conduct and business practices, and escalate, manage and report control issues with transparency. Effectively supervise the activity of others and create accountability with those who fail to maintain these standards

Qualification

Cloud-native architecturesPublic Cloud platformsObservability stacksResiliency engineeringInstant payments systemsAutomationScriptingLeadership skillsCommunication skillsInterpersonal skillsTeam managementDecision making

Required

8+ years of progressive experience in technical leadership roles within production support, Site Reliability Engineering (SRE), or technical operations, specifically for mission-critical, high-volume financial applications

Demonstrable hands-on expertise with cloud-native architectures, including microservices, containers (e.g., Kubernetes), and serverless technologies

Extensive experience with major Public Cloud platforms and enterprise private cloud environments

Proven track record in building and implementing comprehensive observability stacks (e.g., Prometheus, Grafana, ELK stack, Jaeger, distributed tracing)

Deep understanding and practical application of resiliency engineering principles (e.g., circuit breakers, bulkheads, retry mechanisms) and robust disaster recovery strategies

Strong technical background in instant payments or real-time financial transaction processing systems

Expertise in automation, scripting (e.g., Python, Go, Shell), and infrastructure-as-code principles

Exceptional leadership, communication, and interpersonal skills, with the ability to influence and drive strategic initiatives across diverse technical and business teams

Proven ability to manage complex technical issues, prioritize effectively, and make sound decisions under pressure

Experience in building, mentoring, and leading high-performing technical teams

Bachelor's/University degree in Computer Science, Engineering, or a related technical field is required

Preferred

Master's degree or relevant certifications (e.g., Public Cloud Certified Solutions Architect, Certified Kubernetes Administrator) highly preferred

Benefits

Medical, dental & vision coverage

401(k)

Life, accident, and disability insurance

Wellness programs

Paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays

Company

Citi

Glassdoor3.8

Citi's mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress.

Founded in 1812

San Antonio, Texas, USA

10001+ employees

https://www.citi.com

H1B Sponsorship

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