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Citi · 1 month ago

Technical Support Lead, HyperCare Payment Platforms, 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 Technical Support Lead for their HyperCare program. In this pivotal role, you will manage technical relationships with strategic clients in the Payments sector, ensuring seamless operations and championing client needs across Citi's global enterprise.

BankingFinanceFinancial Services

H1B Sponsor Likely

Responsibilities

Serve as the primary technical interface and trusted advisor for Citi's platinum clients on Payments platforms, fostering strong relationships and understanding their evolving technical and business needs

Drive proactive engagement, incident prevention, and rapid resolution strategies, leveraging advanced monitoring tools and observability dashboards to ensure unparalleled system reliability and performance

Own the client's technical journey from inquiry to resolution, coordinating with global product, engineering, and operations teams to deliver comprehensive and streamlined support

Master effective client communication across various channels (e.g., direct chat platforms, email, tech-to-tech calls), providing transparent updates on system status, planned changes, and incident post-mortems

Act as a strong client advocate internally, influencing product roadmaps, service improvements, and policy formulation to continually enhance the client experience. This includes driving actions to improve client experience on our platform, using bank assessment scorecards and Voice of Client (VOC) results as key evidence of success, and achieving these improvements through significant influencing across the tech organization without direct authority

Identify, assess, and mitigate technical and operational risks impacting client services, ensuring robust controls and compliance within Citi's stringent regulatory environment

Collaborate with and provide technical guidance to a dedicated Client POD team, driving continuous improvement in support processes and client satisfaction

Qualification

Payments processing expertiseTechnical client managementIT service management (ITIL)Monitoring toolsData analytics proficiencyObservabilityCommercial acumenCommunication skillsProject management

Required

A minimum of 8 years of progressive experience in a senior technical client-facing role (e.g., Technical Account Manager, Solutions Architect, Production Support Lead) within the financial services or enterprise payments technology sector

Demonstrated expertise in Payments processing, platforms, and related technologies (e.g., real-time payments, cross-border payments, clearing & settlement)

Exceptional ability to build and nurture strategic client relationships, with a proven track record of managing technical discussions at all levels

Strong understanding of IT service management principles (ITIL) and practical experience with incident, problem, and change management

Proficiency in leveraging observability, monitoring, and data analytics tools to drive proactive support and performance optimization

Outstanding written and verbal communication, presentation, and negotiation skills, with a proven ability to influence and drive outcomes across complex organizational structures

Ability to operate with a high degree of autonomy, manage complex projects, and prioritize multiple demands in a dynamic global environment

A strong commercial acumen, with the ability to translate technical concepts into business value

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

Preferred

A Master's degree is 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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2020 (901)