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Tech Stack
Tools & technologiesITSMJavaMicroservicesPythonSpringSpring BootSpringBoot
About the role
Key responsibilities & impact- Lead the application support function for critical fraud detection and prevention systems.
- Drive the resolution of production incidents, ensuring minimal business impact.
- Implement and manage problem management processes to identify, investigate, and resolve the root causes of recurring incidents.
- Drive initiatives focused on enhancing system reliability, performance, scalability, and resilience.
- Establish, monitor, and report on Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
- Provide leadership and technical guidance in diagnosing complex technical issues, performing deep-dive analysis, and troubleshooting problems across various technology stacks and integrations.
- Oversee and approve application changes in coordination with development and release management teams.
- Oversee the implementation and optimization of robust monitoring and alerting systems to proactively detect anomalies, performance bottlenecks, and potential outages.
- Serve as a primary point of contact for business stakeholders and senior management regarding application health, incident status, and operational improvements.
- Identify opportunities for process automation, tooling enhancements, and operational efficiencies within the application support function.
Requirements
What you’ll need- A minimum of 12 years of professional experience in IT, with at least 5-7 years in an Application Support Management role within the banking or financial services industry.
- Proven track record of successfully leading and managing application support teams for complex, mission-critical systems in a 24/7 environment.
- Expert-level proficiency in IT Service Management (ITSM) principles, with deep experience in Incident Management, Problem Management, Change Management, and Service Request Fulfillment.
- Hands-on experience with application monitoring tools, performance diagnostics, log analysis, and alerting platforms in a distributed microservices environment.
- Strong technical background with experience supporting applications built on technologies such as Java Spring Boot, Python, and middleware like TIBCO.
- Excellent leadership, communication, and interpersonal skills, with the ability to manage senior stakeholders, distributed teams, and high-pressure production incidents.
- Experience with ITIL framework and certification (e.g., ITIL Foundation).
- Ability to perform root cause analysis (RCA) and implement corrective and preventive actions effectively.
Benefits
Comp & perks- Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
- If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.
- View Citi’s EEO Policy Statement and the Know Your Rights poster.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
application support managementincident managementproblem managementchange managementservice request fulfillmentroot cause analysisJava Spring BootPythonTIBCOperformance diagnostics
Soft Skills
leadershipcommunicationinterpersonal skillsstakeholder managementteam managementtroubleshootinganalytical skillsprocess automationoperational efficiencyhigh-pressure incident management
Certifications
ITIL Foundation