Senior Application Support Lead Payments and Services - Belfast (VP)

25850771 Senior Application Support Lead – Payments and Services

Overview

Citi is a world-leading global bank. We have approximately 200 million customer accounts and a presence in more than 160 countries and jurisdictions worldwide. We provide consumers, corporations, governments, and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. We enable clients to achieve their strategic financial objectives by providing them with cutting-edge ideas, best-in-class products and solutions, and unparalleled access to capital and liquidity.

What We do / The Team

We are seeking a highly collaborative, experienced and knowledgeable individual to lead a global team of dedicated production support staff who currently manage a suite of instant/faster payment and virtual account management applications.  The team work closely with colleagues in Product, Operations and Development to provide a stable and reliable service available 24x7 to clients looking for a market-leading, low-latency, high-volume payment processing solution with an international footprint.  The successful candidate will deal with issues independently and will be experienced in solving complex problems with solid understanding of industry standards and practises.  They will be able to develop a comprehensive understanding of how areas of apps support collectively integrate to contribute to achieving business goals.

Role Overview/What will you do:

• Manage daily operations of the team, ensuring efficient workload distribution and adherence to SLAs/KPIs
• Coordinating support of major incidents, managing incident resolution and senior communications, prioritising service-related issues and acting as primary escalation point
• Overseeing the onboarding of new, updated and modified applications through change process ensuring close collaboration with development teams
• Drive continuous improvement by analysing trends in support issues and working with development teams to prioritise enhancements
• Contribute to disaster recovery planning by preparing application test and recovery plans and driving test events
• Manage stakeholder engagement and timely notifications of application disruption
• Train and mentor team members, set clear goals and promote Citi culture

Key Skills and Experience required

The successful candidate should have a broad range of skills and experience including but not limited to:

• Proven leadership experience in a support environment
• Excellent time management and customer service skills
• Ability to manage and prioritise competing tasks while operating in a challenging and sometimes ambiguous environment
• Excellent problem-solving skills with a proven track-record in technical support and experience with:

• Unix/Linux operating systems
• Middleware messaging systems e.g. MQ and Kafka
• Database services e.g. Oracle and MongoDB
• Cloud-based, containerised software solutions hosted on premises and public cloud e.g. RedHat Openshift and AWS
• Enterprise monitoring solutions e.g. ITRS Geneos

Any Beneficial / Nice to have skills and experience:

• A degree in a computer-related field or equivalent experience
• Technical accreditations such as AWS Sysops/DevOps
• Experience of scripting languages e.g. Bash, Python
• Knowledge of payment schemes and flows e.g. ACH, SEPA, Faster Payments
• Experience mentoring junior team members across multiple global locations
• Runbook Automation skills to coordinate one-touch resilience events

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

What we’ll provide you

By joining Citi Belfast, you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive base salary (which is annually reviewed), and enjoy a whole host of additional benefits such as:

• 27 days annual leave (plus bank holidays)
• A discretional annual performance related bonus
• Private Medical Care & Life Insurance
• Employee Assistance Program
• Pension Plan
• Paid Parental Leave
• Special discounts for employees, family, and friends
• Access to an array of learning and development resources

Visit our Global Benefits page to learn more.

Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self, every day. We want the best talent around the world to be energized to join us, motivated to stay and empowered to thrive.

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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.