Global Support Manager, Instant Payments, Senior Vice President at Citi

Irving, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

03 Mar, 26

Salary

0.0

Posted On

03 Dec, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Leadership, Cloud-Native Architectures, Observability, Resiliency Engineering, Disaster Recovery, Instant Payments, Automation, Scripting, Infrastructure-as-Code, Team Development, Vendor Management, Operational Efficiency, Stakeholder Engagement, Incident Management, Problem Management, Communication Skills

Industry

Financial Services

Description

This includes demonstrating an in-depth understanding of how application support integrates within the overall technology function and the broader industry landscape. Technical Deep Dive & Hands-On Expertise: Provide strong hands-on technical leadership in designing, implementing, and continuously improving observability, resiliency, and recoverability solutions for cloud-native applications. This includes advanced monitoring, logging, tracing, auto-healing, and disaster recovery strategies. Service Level Enhancement: Continuously improve the service level provided by the team to our end-users, maximizing operational efficiencies, strengthening incident management, problem management, and knowledge sharing practices. Application Governance: Define and implement robust application on-boarding guidelines and standards to ensure consistent and high-quality deployments. Guide development teams on application stability and supportability improvements. Management & Team Development: Take full management responsibility for a team or multiple teams, including management of people, budget and planning, performance evaluation, compensation, hiring, disciplinary actions and terminations and budget approval. Work with team members on coaching them to maximize their potential and foster a highly integrated team environment. Vendor Management: Oversee vendor relationship management, including all offshore managed services, ensuring alignment with strategic objectives and service level agreements. Operational Efficiency & Cost Reduction: Drive continued cost reductions and efficiencies across supported portfolios through Root Cause Analysis reviews, Knowledge management, Performance tuning, and user training. Assure adherence to all support process and tool standards and work with Management to create new and/or enhance processes to ensure consistency and quality in “best practices” across the overall support program. Stakeholder Engagement: Participate in business review meetings, relating technology tools strategies to business requirements. Communicate effectively with senior leadership, product teams, development teams, and external stakeholders on application status, operational risks, and strategic initiatives. Drive compliance with applicable laws, rules and regulations, adhere to Policy, apply sound ethical judgment regarding personal behavior, conduct and business practices, and escalate, manage and report control issues with transparency. Effectively supervise the activity of others and create accountability with those who fail to maintain these standards. 8+ years of progressive experience in technical leadership roles within production support, Site Reliability Engineering (SRE), or technical operations, specifically for mission-critical, high-volume financial applications. Demonstrable hands-on expertise with cloud-native architectures, including microservices, containers (e.g., Kubernetes), and serverless technologies. Extensive experience with major Public Cloud platforms and enterprise private cloud environments. Proven track record in building and implementing comprehensive observability stacks (e.g., Prometheus, Grafana, ELK stack, Jaeger, distributed tracing). Deep understanding and practical application of resiliency engineering principles (e.g., circuit breakers, bulkheads, retry mechanisms) and robust disaster recovery strategies. Strong technical background in instant payments or real-time financial transaction processing systems. Expertise in automation, scripting (e.g., Python, Go, Shell), and infrastructure-as-code principles. Exceptional leadership, communication, and interpersonal skills, with the ability to influence and drive strategic initiatives across diverse technical and business teams. Proven ability to manage complex technical issues, prioritize effectively, and make sound decisions under pressure. Experience in building, mentoring, and leading high-performing technical teams. Bachelor's/University degree in Computer Science, Engineering, or a related technical field is required. Master's degree or relevant certifications (e.g., Public Cloud Certified Solutions Architect, Certified Kubernetes Administrator) highly preferred. ------------------------------------------------------ For complementary skills, please see above and/or contact the recruiter. ------------------------------------------------------ Anticipated Posting Close Date: Jan 12, 2026 ------------------------------------------------------

Responsibilities

The Global Support Manager will provide technical leadership in designing and improving observability and resiliency solutions for cloud-native applications while managing a team to enhance service levels. The role also involves overseeing vendor relationships and ensuring operational efficiencies across supported portfolios.