Senior Production Support Analyst - Payments
Citi · Manama
Job description
About the role
We are looking for a seasoned Production Support Lead to drive the stability and performance of our mission‑critical payment systems. The role combines hands‑on technical problem solving with team leadership and high‑visibility stakeholder communication in a fast‑paced, global environment.
Key responsibilities
- Lead, mentor and manage a team of production support analysts, overseeing schedules, on‑call rotations and performance.
- Act as the primary incident commander for major escalations, coordinating investigations across technical and business teams.
- Own communication during critical incidents, delivering clear updates to executives, clients and other stakeholders.
- Monitor end‑to‑end payment flows using ITRS Geneos and Grafana, identifying and preventing issues before they impact services.
- Drive root‑cause analysis, capture systemic trends and lead improvement initiatives.
- Ensure comprehensive documentation of processes, resolutions and system knowledge.
Required profile
- Significant experience in a production support role, preferably within payments or financial services.
- Proven ability to lead technical teams, manage schedules and handle high‑stakes escalations.
- Excellent communication skills, capable of presenting complex technical information to engineers and C‑level executives.
- Strong analytical mindset with a track record of driving root‑cause analysis.
Required skills
- SQL (e.g., SQL Developer)
- MongoDB (e.g., Compass)
- ITRS Geneos
- Grafana
- ServiceNow (ITSM ticketing)
- Microsoft Outlook
- Microsoft Teams
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Published 3 days ago
Expires 1 month from now
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Citi
Manama
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