At Citi, we get to connect millions of people across hundreds of cities and countries every day. And we've been doing it for more than 200 years. We do this through our unparalleled global network. We provide a broad range of financial services and products to our clients – whether they be consumers, corporations, governments or institutions – to help them meet their biggest opportunities and face the world's toughest challenges.
* ## Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country
* ## We empower our employees to manage their financial well-being and help them plan for the future
As a strategic leader within our global technology organization, the Vice President of Application Production Support is a senior technical professional responsible for ensuring the stability, reliability, and performance of critical applications within the Investor Services and Fund Accounting domain. This role demands a blend of deep technical expertise, strategic thinking, and formal leadership to drive excellence in a high-stakes, fast-paced environment.
The successful candidate will lead incident and problem management, govern production changes, and enhance our monitoring capabilities. You will serve as the subject matter expert for a suite of Fund Accounting applications, partnering with development and infrastructure teams to deliver resilient and scalable systems. This is a leadership role that requires a profound understanding of how technology underpins the business and the ability to balance technical priorities with strategic objectives.
Key Responsibilities:
* Incident Management:
* Lead and command the response to major production incidents, acting as the primary escalation point to ensure rapid service restoration and minimize business impact.
* Coordinate a global team of engineers and stakeholders during high-pressure situations, providing clear, timely, and effective communication to senior management and business partners.
* Conduct post-incident reviews and drive the implementation of corrective actions to prevent recurrence.
* Problem Management:
* Oversee the end-to-end Problem Management lifecycle, from the identification of recurring issues to the execution of comprehensive root cause analysis (RCA).
* Collaborate with development teams to prioritize and implement permanent fixes, architectural enhancements, and preventative measures to improve system stability.
* Analyze incident data to identify trends and proactively address potential systemic issues before they impact the business.
* Change Management:
* Act as a key gatekeeper for the production environment by rigorously reviewing and approving all application-related changes.
* Represent the production support team in Change Advisory Board (CAB) meetings, assessing risks and ensuring all deployments adhere to strict quality and testing standards.
* Ensure all changes are documented, communicated, and deployed in a controlled and auditable manner.
* Monitoring and System Health:
* Design, implement, and optimize sophisticated monitoring solutions using ITRS Geneos, creating custom dashboards, rules, and alerts for proactive system health checks.
* Utilize monitoring tools to gain deep insights into application performance, capacity, and availability, and drive continuous improvement initiatives.
* Develop and maintain automated recovery scripts and operational playbooks to improve the efficiency of the support team.
* Leadership and Strategy:
* Serve as a senior technical advisor and mentor to junior analysts, fostering a culture of technical excellence and continuous learning.
* Partner with Product Owners, Business Analysts, and Infrastructure teams to define support requirements and influence the design of new systems for optimal reliability and supportability.
* Provide domain-specific...
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