Apps Sup Tech Lead Analyst - Vice President

Citi • Irving, TX

7d • $125,760 - $188,640 • Onsite

About The Position

We are seeking a technically hands-on Application Support Manager to lead and actively participate in the production support function for Citi's Instant Payments application. This role requires a leader capable of directly managing, troubleshooting, and developing a technical support team, ensuring the operational stability and performance of a modern, cloud-native application deployed across both Citi's Enterprise Cloud and Public Cloud environments. As an Application Support Manager, you will be directly involved in the day-to-day operational tasks, implementing and maintaining observability, resiliency, and recoverability solutions, and actively collaborating with various technology teams to ensure the highest levels of application stability and performance for our Instant Payments platform. This is an opportunity to combine deep technical expertise with team leadership in a high-visibility, high-transaction environment.

Requirements

• 5+ years of progressive, hands-on experience in application support, Site Reliability Engineering (SRE), or technical operations, specifically for mission-critical, high-volume financial applications.
• Demonstrable direct experience with cloud-native architectures, including active configuration and management of microservices, containers (e.g., Kubernetes), and serverless technologies.
• Extensive practical experience with major Public Cloud platforms (e.g., AWS, Azure, GCP) and enterprise private cloud environments.
• Proven track record in implementing and operating comprehensive observability stacks (e.g., Prometheus, Grafana, ELK stack, Jaeger, distributed tracing).
• Deep understanding and direct application of resiliency engineering principles (e.g., circuit breakers, bulkheads, retry mechanisms) and robust disaster recovery strategies.
• Expertise in automation, scripting (e.g., Python, Go, Shell), and infrastructure-as-code principles (e.g., Terraform, CloudFormation).
• Excellent communication, interpersonal, and team leadership skills, with the ability to manage and motivate a technical team while remaining deeply technical.
• Proven ability to troubleshoot and resolve complex technical issues independently, prioritize effectively, and make sound decisions under pressure.
• 6-10 years experience
• Practical problem solving and strategic thinking skills
• Demonstrated leadership, interpersonal skills and relationship building skills
• Service oriented attitude
• Ability to work in a fast-paced environment
• Experience working or leading requirement gathering efforts for multiple large development projects at one-time
• Proficient using basic technical tools and systems
• Good interpersonal and communication skills
• Bachelor's/University degree in Computer Science, Engineering, or a related technical field is required.

Nice To Haves

• Strong technical background in instant payments or real-time financial transaction processing systems is highly desirable.
• Relevant certifications (e.g., Public Cloud Certified Solutions Architect, Certified Kubernetes Administrator) preferred.

Responsibilities

• Directly manage, mentor, and develop a technical support team while actively engaging in day-to-day operational tasks, incident response, and problem resolution for the Instant Payments application.
• Take direct ownership of ensuring the operational stability and performance of the Instant Payments application across diverse cloud environments (Citi's Enterprise Cloud and Public Cloud), including active monitoring and system checks.
• Lead the implementation, configuration, and continuous optimization of observability (monitoring, logging, tracing tools), resiliency (designing and implementing auto-healing and retry mechanisms), and recoverability (executing disaster recovery strategies) solutions for the cloud-native Instant Payments application. This includes writing and maintaining scripts for these functions.
• Directly contribute to improving service levels by implementing operational efficiencies, performing incident management, problem management, and enhancing knowledge sharing practices for the Instant Payments application.
• Actively participate in defining and implementing application onboarding guidelines and standards. Provide direct technical guidance to development teams on stability and supportability improvements for the Instant Payments application.
• Lead and execute troubleshooting efforts for complex technical issues, perform in-depth root cause analysis, and implement permanent fixes for the Instant Payments application.
• Identify and implement opportunities for cost reduction and operational efficiencies through proactive analysis, performance tuning, and the development of automation scripts and tools. Ensure adherence to support process and tool standards.
• Effectively communicate technical details, application status, operational risks, and support initiatives to product teams, development teams, and relevant stakeholders.
• Directly ensure operational risk is managed effectively and compliance with applicable policies, rules, and regulations is maintained for the Instant Payments application support function.
• 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 implements solutions.
• Provides expertise in area and an advanced level of understanding of the principles of apps support.
• Formulates and defines 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; documents requirements.
• Partners with multiple technology areas and management teams to ensure appropriate integration of functions to meet goals.
• Works closely with Product Owners, Business Analysts and Systems Analysts to determine and document Systems impacts and support requirements
• Considers the implications of the application of technology to the current environment.
• Identifies risks, vulnerabilities and security issues; communicates impact; proposes risk mitigation options.
• Acts as advisor or coach to new or lower level analysts; allocates work.
• Provides in-depth analysis with interpretive thinking to define problems and develop innovative solutions.
• Directly impacts the business by influencing strategic functional decisions through advice, counsel or provided services.
• Persuades and influences others through strong and comprehensive communication and diplomacy skills
• Performs 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager