VP, Production Support & Incident Leadership

CITIBANK N.A.; Singapore; Sur place; SGD 120 000 - 180 000; Plein temps

Résumé du poste

CITIBANK N.A. is seeking an experienced Production Support Tech Lead Analyst to join the Global Payments organization.

The role focuses on ensuring day-to-day availability, stability, and performance of critical applications within Treasury and Trade Services, while communicating incidents and status updates to business users and stakeholders. The successful candidate will drive issue resolution, collaborate with development, infrastructure, and business teams, and maintain a stable production

Qualifications

• 10+ years in production support environments.
• Strong ITIL incident, release, change and problem management expertise.
• Experience leading communications across business and technology partners.
• Financial Markets background, preferably core payments operations/tech.
• Experience using ServiceNow or similar issue tracking systems.
• Demonstrated leadership and reporting capabilities.
• Experience in on-shore/off-shore support models.
• ITIL v3 certification a plus.

Responsabilités

• Promote stability and quality of support services in line with global strategy and policies; oversee operations for regional applications.
• Respond to compliance, audit or BAU production issues for Modernized Payments Applications.
• Analyse complex problems and propose simple solutions.
• Communicate complex technical issues to end users in plain language.
• Build and maintain a knowledge base for team knowledge transfer.
• Promote knowledge management across Global Production Support Teams.
• Define and execute disaster recovery plans and procedures.
• Collaborate with infrastructure and business teams across Unix/Linux or Wintel environments to drive resolution and SLA.
• Learn the fundamentals of supported business areas and translate issues into tech requirements.
• Communicate with infrastructure and regional support to drive resolution and SLAs.
• Coordinate with 1st and 2nd level support to meet requirements and resolve problems per SLA.
• Provide clear issue/status updates to business users, developers and regional leads.
• Liaise with users, sponsors and stakeholders.

Connaissances

ITIL practices

Leadership

Communication

Problem solving

Time management

Team collaboration

Multi-cultural collaboration

Incident management

Stakeholder management

Formation

Bachelor's degree

Master's degree preferred

Outils

ServiceNow

ITRS monitoring

AppDynamics

Kibana/Grafana/ELK

Kubernetes

TeamCity

Description du poste

CITIBANK N.A. is seeking an experienced Production Support Tech Lead Analyst to join the Global Payments organization.

The role focuses on ensuring day-to-day availability, stability, and performance of critical applications within Treasury and Trade Services, while communicating incidents and status updates to business users and stakeholders. The successful candidate will drive issue resolution, collaborate with development, infrastructure, and business teams, and maintain a stable production