Site Reliability Support Lead - VP

Site Reliability Support Lead - VP

Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you'll have the opportunity to grow your career, give back to your community and make a real impact.

Job Overview

Engineer the future of global finance. At Citi, our Tech team doesn't just support finance – we are helping to redefine it. Every day, $5 trillion crosses through our network. We do business in 180+ countries operating at a scale few can match. From deploying advanced AI to helping shape global markets, we build systems that matter. Look to join a team where your work helps influence economies, your ideas can drive innovation and outcomes, and your growth is backed by mentorship, continuous learning and flexibility with potential hybrid work opportunities. Help solve real-world challenges that touch millions and get the opportunity to build the future of finance with Citi Tech.

As a bank with a brain and a soul, Citi creates economic value that is systemically responsible and in our clients' best interests. As a financial institution that touches every region of the world and every sector that shapes your daily life, our Enterprise Operations & Technology teams are charged with a mission that rivals any large tech company. Our technology solutions are the foundations of everything we do. We keep the bank safe and provide the technical tools our workers need to be successful. We design our digital architecture and ensure our platforms provide a first-class customer experience. Our operations teams manage risk, resources, and program management. We focus on enterprise resiliency and business continuity. We develop, coordinate, and execute strategic operational plans. Essentially, Enterprise Operations & Technology re-engineers client and partner processes to deliver excellence through secure, reliable, and controlled services.

Trust is part of our DNA at Citi. As such, we take safeguarding our customer data very seriously. The Chief Information Security Office (CISO) is made up of deeply dedicated and talented colleagues who work together to ensure the safety of Citi's and our clients' assets and information. We manage information security as an end-to-end program – one with a clear mandate and accountability. Our mission is to continually execute and enhance a global security program that is fully anchored to modern control and security frameworks, fully aligned with the technology of the firm, threat-focused and data-driven, and deeply integrated across all Citi businesses globally.

Being talent-driven, we are focused on attracting, developing, and retaining diverse and inclusive talent with a high technical skill level. As a member of our team we will provide you with career development opportunities at all stages of your career. Our employees model a passion for protecting Citi and our clients and believe in treating others with dignity and respect.

Our commitment to diversity includes a workforce that represents the clients we serve globally from all walks of life, backgrounds, and origins. We foster an environment where the best people want to work. We value and demand respect for others, promote individuals based on merit, and ensure opportunities for personal development are widely available to all. Ideal candidates are innovators with well-rounded backgrounds who bring their authentic selves to work and complement our culture of delivering results with pride. If you are a problem solver who seeks passion in your work, come join us. We'll enable growth and progress together.

Role & Responsibilities

• Take end-to-end ownership of application support for production systems issues resolution.
• Implement, monitor, and maintain CI/CD frameworks
• Develop new capabilities, coordinating implementation across a large number of teams including infrastructure, developer tools and information security
• Influence a culture of Site Reliability Engineering. Engage in training and mentoring to help develop other engineers with SRE mindset
• Responsible for: providing the first line of after-deployment technical support at L1 and L2 level for applications and/or associated production systems diagnostics, and network health monitoring. Leading the team of hands-on resources in L1/L2/L3 production support Execution of various compliances testing and financial systems certifications. Deploying applications on client system or production environment.
• Coordination and/or for deploying hands-on fixes, patches and software updates at the application level, and as appropriate at the network level.
• Manage team of technical support engineers who provide technical support to users.
• Escalates complex problems to the L3 level of expertise within organization, along with observations from investigative and diagnostic assessments.
• Co-ordinating in the investigation of repeated technical issues affecting user system and seeing through to resolution.
• Production incident troubleshooting escalate, resolve, guide team, and track production incidents to closure.
• Monitor and track issue/incident tickets, through service desk and other channels, and research, diagnose, troubleshoot, and identify solutions to resolve system/application issues, in a timely manner, while ensuring service level requisites (SLAs) are met or exceeded on the better side.
• Provide some periodical and/or emergency support (i.e. on-call support), as may be needed from time-to-time.
• Plan, test, and drive execution of system contingency for Production systems to ensure availability.
• Problem Solving & Analytics. Understand and drive impact analysis to identify the root cause of production issues.
• Incident / Problem Management using ServiceNow or any other tool.
• Software release testing from an operations and availability perspective. Review of releases for operational gaps and test the same to ensure a smooth rollout.
• Review of release scripts/utilities/code/deployment SOP as required.
• Reporting on key performance (SLA) including Major Incidents, major projects
• Plan, support, and implementation of release deployment.
• Coordination with all internal teams, interface with business leads for operations.
• Builds and maintains positive working relationships with various IT and business teams.
• Ensure process compliance in all operations.

Preferred Candidate Profile

• SRE process experience
• 5+ years of leading high-performance, 24x7, DevOps or SysOps team
• Proficiency in Windows administration, Office 365, Exchange, SharePoint, Active Directory, Backup, Networking and Infrastructure.
• Experience with Microsoft OS Windows & Server.
• Experience in ticket tracking and resolving on time.
• Hands-on experience on ticketing tools (ServiceNow)
• Excellent verbal, written, presentation and interpersonal communication skills.
• Ability to make complex technical matters easy-to-comprehend for non-technical persons.
• Experience in banking applications is desirable with excellent communication skills.