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Digital Production Support Manager

Company: Citigroup Inc.
Location: Irving
Posted on: June 6, 2021

Job Description:

Citi's technology team is growing at lightning speed, and we're looking for talented technologists to help build the future of global banking. Our teams are creating innovations used across the globe - we're changing the way people bank and how the world does business. Citi's technology team supports business operations in 100+ countries, across multiple lines of business spanning both Institutional and retail businesses. The group works to optimize the IT environment by standardizing production platforms, reducing complexity, and introducing innovative solutions that provide new business capabilities, reduce total cost of ownership, and create a competitive advantage for Citi. Join an environment with a laser focus on growth and progress, and take your career to the next level through the power of Citi's unmatched globality and vast expertise.

Digital Production Support Manager for Production Management Organization.

The position is within the GCB Technology Production Management Organization with strong affiliation to international GCT, managing technology services and delivery across the region for the Consumer business. This position will have global scope and regional accountability for multiple lines of businesses, or major services. It will drive service improvements and customer availability for end to end IT services delivered to GCG customers worldwide. The position is accountable for the day-to-day execution of all service delivery processes as well as the achievement of targeted service performance, maturity level and risk profile. The role requires skills in Project Management, Infrastructure Planning, Service Management, Service risk profiling, Incident & Problem Management, Change Management, Capacity Management, Product Management, Commercial & Stakeholder Management. Production Service Managers work closely with all regional and global technology CIOs, 3rd party vendors and key business stakeholders for day-to-day service management and improvement as well as communication and escalation.

Job Location- Irving, US & Jacksonville, Florida

Responsibilities -

  • Global scope or regional accountability for multiple countries, businesses, or major services.
  • Accountable for the end-to-end service/service portfolio and for the achievement of the target service performance, maturity level and risk profile.
  • Directs the day-to-day execution of all service delivery processes. Partners with the Infrastructure Service Delivery Manager for this purpose but assumes ultimate accountability.
  • Leads engagement into service owners, application/development teams, and key business stakeholders for day-to-day service management and escalation.
  • Owns communication of end-to-end service status and performance into all operational and executive stakeholders.
  • Application subject matter expert for day-to-day run management including the following:
  • Incident Management: Performs incident triage, root cause analysis, and collect and validate business impact.
  • Service Management: Manages service risk/maturity assessments and drives the Service Improvement Plans.
  • Knowledge Management: Develops/tests knowledge objects to support increased L0, L1, and L2 resolution.
  • Change Management: Review and approve changes.
  • Capacity Management: Review capacity across service components.
  • Continuity Management: Schedule and facilitate COB testing, maintain recovery plans.
  • Configuration Management: Build/update service configuration.
  • Third Party Asset Mgmt: Manage 3rd party asset management (licensing compliance/optimization)


  • 10+ years of experience and an understanding of the IT environment to include applications, associated infrastructure (network, servers, Data Centers, etc.).
  • 5+ years of experience required in microservices , APIs and middleware development and support using cloud platforms-AWS, Pivotal Cloud foundry, Gemfire, API's.
  • Experience required in Web-enabled application development, Spring boot, Linux/Unix Navigation and Administration, Java script, Java, HTML, CSSXML.
  • Experience in Robotic Process Automation and Artificial Intelligence technology platforms. Hands on experience in Python programming language.
  • Knowledge of service management and service performance tools - including ticket, change, and incident management.
  • Successful experience managing service performance of production environments with a focus on meeting/exceeding established Service Level Objectives.
  • Experience in monitoring products like Splunk, Wily and App Dynamics is required.
  • Middleware experience in Tibco, Solace messaging is preferred.
  • Strong analytical skills in support of production issue resolution and root cause identification.
  • Strong organizational skills to manage a variety of work areas and cross team engagements.
  • Strong communication and presentation skills with the ability to communication complex topics to a diverse audience
  • Bachelor's degree or higher ITIL Foundation certification will be an asset.
  • Prior experience in financial services preferred
  • Effective people management skills to include experience in the coaching and developing of other seasoned professionals, management of managers.
  • Demonstrated ability to coach and influence leadership in decision making process.

Keywords: Citigroup Inc., Irving , Digital Production Support Manager, Other , Irving, Texas

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