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Global Support Manager, Instant Payments

https://www.citi.com/ Logo

Citi

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Location:
United States , Irving, Texas

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

156160.00 - 234240.00 USD / Year
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Job Description:

We are seeking a highly experienced and technically hands-on Global Support Manager to lead the production support function for Citi's flagship Instant Payments application. This critical role demands a visionary leader capable of building a best-in-class technical support organization specifically designed for a modern, cloud-native application landscape, with installations across both Citi's Enterprise Cloud and Public Cloud environments.

Job Responsibility:

  • Strategic Leadership: Define, build, and lead a global, best-in-class technical support function for Citi's cloud-native Instant Payments application, setting strategic direction for operational excellence
  • 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
  • Cloud-Native Operations: Oversee the operational stability and performance of the Instant Payments application across diverse cloud environments
  • Architectural Influence: Collaborate strategically with Citi's architecture teams, Enterprise Cloud teams, and public cloud providers to advocate for and implement supportability, resilience, and operational best practices
  • 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
  • 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
  • Vendor Management: Oversee vendor relationship management, including all offshore managed services
  • 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
  • Stakeholder Engagement: Participate in business review meetings, relating technology tools strategies to business requirements
  • Risk & Compliance: Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets

Requirements:

  • 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
What we offer:
  • 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
  • discretionary and formulaic incentive and retention awards

Additional Information:

Job Posted:
December 31, 2025

Expiration:
January 12, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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