## Senior Production Support Analyst - Payments (Assistant Vice President)Applyremote type: Hybridlocations: Sydney New South Wales Australiatime type: Full timeposted on: Posted Todayjob requisition id: 26967984**Position Overview:** We are seeking a seasoned and highly motivated Senior Production Support Analyst to guide our payments hyper-care team. This role is pivotal in ensuring the unwavering stability, integrity, and performance of our mission-critical payment systems. The ideal candidate is a proactive leader and a sophisticated problem-solver with a robust technical background, exceptional communication skills, and a proven ability to thrive in a fast-paced, global environment. You will be responsible for not only technical resolution but also for leading a team and managing high-stakes stakeholder interactions.**Key Responsibilities:** **Team Leadership & Management:*** Lead, mentor, and manage a team of production support analysts, fostering a culture of excellence and continuous improvement.* Manage team schedules, on-call rotations, and performance to ensure 24/7 coverage and optimal team effectiveness.**Escalation & Incident Command:*** Act as the primary point of command for major incidents and escalations from various stakeholders, including senior leadership and key clients.* Drive complex investigations across multiple technical and business teams, ensuring accountability and swift progress toward resolution.**Stakeholder & Client Communication:*** Own and manage the communication flow during critical incidents, providing clear, timely, and regular updates to all stakeholders, including executive leadership.* Serve as a senior technical point of contact for clients on significant issues, expertly handling escalations and reinforcing confidence.**Technical & Strategic Oversight:*** Proactively oversee the monitoring of end-to-end payment flows, using tools like ITRS Geneos and Grafana, to anticipate and prevent issues.* Utilize deep analytical skills to identify systemic issues, recurring trends, and opportunities for strategic improvement, driving initiatives to enhance system stability.**Process & Documentation:*** Ensure the team creates and maintains clear, comprehensive documentation for all processes, issue resolutions, and system knowledge, establishing best practices.**Required Qualifications:** **Experience:*** 5-7+ years of experience in a production support role.**Technical Proficiency:*** Strong hands-on experience with SQL (e.g., SQL Developer) and MongoDB (e.g., Compass).* Demonstrated expertise with enterprise monitoring tools, specifically ITRS Geneos and/or Grafana.* Deep experience with IT Service Management (ITSM) ticketing tools, such as ServiceNow.**Leadership & Communication:*** Proven ability to lead a technical team, manage schedules, and handle escalations.* Exceptional communication and interpersonal skills, with the ability to command a room and articulate complex technical issues to diverse audiences, from engineers to C-level executives.* Proficiency with standard corporate communication channels including Outlook and Microsoft Teams.**Analytical & Drive:*** Superior analytical and problem-solving skills, with a track record of driving root cause analysis for complex issues.* A self-motivated leader with a strong sense of ownership, eager to drive initiatives and perform with composure under pressure.**Desired Qualifications:*** Domain Knowledge: Extensive experience in the payments domain is highly desirable.* End-to-End Understanding: A deep, architectural understanding of the entire payment processing flow.#LI-Hybrid------------------------------------------------------## **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.*
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