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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.
Responsibilities:
- Hands-On Operational Leadership: 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.
- Direct Operational Management: 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.
- Technical Implementation & Optimization: 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.
- Service Level Execution & Improvement: 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.
- Application Onboarding & Technical Guidance: 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.
- Incident & Problem Resolution: Lead and execute troubleshooting efforts for complex technical issues, perform in-depth root cause analysis, and implement permanent fixes for the Instant Payments application.
- Cost Efficiency & Automation: 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.
- Technical Communication: Effectively communicate technical details, application status, operational risks, and support initiatives to product teams, development teams, and relevant stakeholders.
- Risk & Compliance: Directly ensure operational risk is managed effectively and compliance with applicable policies, rules, and regulations is maintained for the Instant Payments application support function.
Recommended Qualifications:
- 6-10 years experience in an Apps Support role would be an added advantage, but not essential
- Experience with people management
- 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.
- Strong technical background in instant payments or real-time financial transaction processing systems is highly desirable.
- 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.
Education:
- Bachelor's/University degree in Computer Science, Engineering, or a related technical field is required.
- Relevant certifications (e.g., Public Cloud Certified Solutions Architect, Certified Kubernetes Administrator) preferred.
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Job Family Group:
Technology
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Job Family:
Applications Support
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Time Type:
Full time
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Most Relevant Skills
Please see the requirements listed above.
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Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.
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