Production Support Manager

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.

Citi’s Mission and Value Proposition explain what we do and Strategy explain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients’ and the public’s trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve.

Joining the Enterprise Data Office Product Development Support Team
, this role provides critical technical and business support for Global Citi Applications. The individual will leverage proven application support expertise and play a pivotal role in proactively engaging Product Development, Technology, Reporting, and business lines, driving solutions for complex challenges. This is a highly collaborative role, requiring deep engagement with users to rapidly analyze and resolve reported issues, often in partnership with product development and technology teams.

Success in this role demands strong analytical thinking, thorough attention to detail in data-driven judgments, and the ability to manage variable issues with significant business impact.

• Provide technical and business support for users of Citi Applications.
• Knowledge of application support procedures and ITIL concepts related to Incident Management, Problem Management, Change Management.
• Knowledge of other technical areas to field issues and queries from stakeholders, provide short-term resolutions and work with relevant technology partners for long term remediation.
• Analyze data trends to identify data & procedure gaps/issues, champions use of data, analytics, AI as needed for improving Data Quality practices
• Apply in-depth understanding of financial services industry data concepts (e.g., reference data, trade lifecycle data, regulatory reporting data) to analyze issues and drive solutions
• Leverage analytical tools such as Tableau, SQL, Excel and other data visualization platforms to conduct data analysis and support decision-making
• Lead root cause analysis (RCA), conduct post incident reviews, and drive permanent resolutions
• Works closely with Product Owners, Business Analysts and Systems Analysts to determine and document Systems impacts and support requirements
• Coordinate with all lines of business and internal teams to perform end-to-end data flow reviews for researching issue and identify solutions
• Responsible for execution of day-to-day service delivery functions
• Participate in functional testing/data validations, disaster recovery testing, application releases and deployment into production.
• Perform post release validation checkouts after application releases.
• Provides in-depth analysis with interpretive thinking to define problems
• Support in the Design and Implementation of data governance controls including data quality rules and data reconciliation
• Propose systematic solutions for elimination of manual processes and remediation of tactical solutions.
• Perform monitoring of applications and provide timely notification to the customers for the ongoing production issues.
• Partners with development teams to prioritize bug fixes and support tooling requirements.
• Develop and maintain support documentation.
• Has the ability to operate with a limited level of direct supervision.
• Assess risk and impact of production issues and elevate to business and technology management in a timely manner.
• Acts as advisor or coach to new or lower level analysts; allocates work.
• Performs other duties and functions as assigned

• 8+ years’ experience in handling production support activities, identifying and resolving technical issues.
• Knowledge of Service Now, Tableau, Tableau Data Prep, SQL, Python, Pyspark, Atlassian JIRA, Confluence, Agile methodology
• Experience with basic Microsoft applications (Word, Excel, PowerPoint, MS Visio)
• Familiarity with…