Technical Lead, Data Production Support & SRE - Vice President

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.

• 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 implement solutions.
• Provide expertise in area and an advanced level of understanding of the principles of apps support.
• Formulate and define systems scope and objectives for complex, high impact application enhancements and problem resolution through in-depth analysis and evaluation of complex business processes, systems and industry standards; document requirements.
• Partner with multiple technology areas and management teams to ensure appropriate integration of functions to meet goals.
• Work closely with Product Owners, Business Analysts and Systems Analysts to determine and document system impacts and support requirements.
• Consider the implications of the application of technology to the current environment.
• Identify risks, vulnerabilities and security issues; communicate impact; propose risk mitigation options.
• Act as advisor or coach to new or lower level analysts; allocate work.
• Provide in-depth analysis with interpretive thinking to define problems and develop innovative solutions.
• Directly impact the business by influencing strategic functional decisions through advice, counsel or provided services.
• Persuade and influence others through strong and comprehensive communication and diplomacy skills.
• Perform 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.

• Strong understanding and experience in leading all aspects of Incident Management, Problem Management, Service Improvements, Monitoring and Observability instrumentation, SRE Frameworks and adoption, disaster recovery and resiliency, and automation of production services.
• Lead the production monitoring, implementation of observability using AppD, Splunk, Grafana & strong knowledge of monitoring tools used in the industry.
• Collaborate with development team, architecture teams and infrastructure teams and lead service improvement plans.
• Support the delivery of the L2 Service Delivery and SRE objectives for the business/region.
• Lead the team and contribute towards achievement of service performance against targets for the organization.
• Strong bias towards automation and using SRE framework.
• Responsible for execution of day‑to‑day service delivery functions including the following:
• Incident Management:
  Perform incident triage, root cause analysis, and collect and validate business impact.
• Service Management:
  Collaborate with Technology Organization and manage service risk/maturity assessments and drive the Service Improvement Plans.
• Knowledge Management:
  Develop/tests knowledge objects to support increased L0, L1, and L2 resolution.
• Change Management:
  Review and approve changes.
• Capacity Management:
  Review capacity across service components.
• Continuity Management:
  Schedule and facilitate COB testing, maintain recovery plans.
• Configuration Management:
  Build/update service configuration.
• Third Party Asset Management:
  Manage 3rd party asset management (licensing compliance/optimization).
• Service Readiness:
  Review major releases & new application installs from early stage of the project/program to ensure risks are documented and remediated before production go‑live.
• Service Risks:
  Identify, document and manage service risks within applications and effectively manage their resolution.
• Monitoring:
  Collaborate and engage with various teams to enable monitoring/observability of production services.

• 6-10 years experience.
• Practical problem solving and strategic thinking skills.
• Demonstrated leadership, interpersonal skills and…