Production Support Manager

• Provide technical and business support for users of Citi Applications
• Analyze data trends to identify data & procedure gaps/issues, champions use of data, analytics, AI as needed for improving Data Quality practices
• Apply in-depth understanding of financial services industry data concepts to analyze issues and drive solutions
• Leverage analytical tools such as Tableau, SQL, Excel and other data visualization platforms to conduct data analysis and support decision-making
• Lead root cause analysis (RCA) , conduct post incident reviews, and drive permanent resolutions
• Works closely with Product Owners, Business Analysts and Systems Analysts to determine and document Systems impacts and support requirements
• Coordinate with all lines of business and internal teams to perform end-to-end data flow reviews for researching issue and identify solutions
• Responsible for execution of day-to-day service delivery functions
• Participate in functional testing/data validations, disaster recovery testing, application releases and deployment into production
• Perform post release validation checkouts after application releases
• Provides in-depth analysis with interpretive thinking to define problems
• Support in the Design and Implementation of data governance controls including data quality rules and data reconciliation
• Propose systematic solutions for elimination of manual processes and remediation of tactical solutions
• Perform monitoring of applications and provide timely notification to the customers for the ongoing production issues
• Partners with development teams to prioritize bug fixes and support tooling requirements
• Develop and maintain support documentation
• Has the ability to operate with a limited level of direct supervision
• Assess risk and impact of production issues and escalate to business and technology management in a timely manner
• Acts as advisor or coach to new or lower level analysts
• allocates work
• Performs other duties and functions as assigned

• 8+ years’ experience in handling production support activities, identifying and resolving technical issues
• Knowledge of ServiceNow, Tableau, Tableau Data Prep, SQL, Python, Pyspark, Atlassian JIRA, Confluence, Agile methodology
• Experience with basic Microsoft applications (Word, Excel, PowerPoint, MS Visio)
• Strong experience in Incident Management, Problem Management, issue tracking and reporting using tools
• Analytical and problem-solving skills with attention to detail and ability to comprehend end-to-end data flows
• Excellent written and verbal communication and interpersonal skills to collaborate across diverse teams
• Practical problem solving and strategic thinking skills
• Demonstrated leadership, interpersonal skills and relationship building skills
• Ability to plan, organize the workload and being able to adjust quickly to changes and re-prioritization
• Ability to communicate with technical and non-technical stakeholders to understand requirements and drive resolution of issues
• Proven ability to work effectively with large, complex, diverse teams and manage multiple tasks efficiently
• Strong organizational skills with the ability to navigate complex systems and management processes
• Self-motivated and able to dynamically determine priorities, ability to plan and organize workload
• Data visualization skills – can help in creating visual representation and provide inputs to Product Development teams
• Bachelor's/University degree, Master's degree preferred

Familiarity with MS SharePoint is a plus

• 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