Production Support Analyst – Payments
Citi · Manama
وصف الوظيفة
About the role
We are looking for a motivated Production Support Analyst to join our payment hyper‑care team. You will ensure the stability, integrity and performance of critical payment systems while working with global stakeholders in a fast‑paced environment.
Key responsibilities
- Collaborate with business and technical partners across regions to align on issue resolution.
- Act as the technical point of contact for clients, providing timely updates via Symphony and other official channels.
- Monitor end‑to‑end payment flows using ITRS Geneos and Grafana dashboards, identifying and escalating potential issues.
- Analyse the full payment lifecycle, troubleshoot incidents and hand‑off to higher‑level support when needed.
- Identify trends, drive improvement initiatives and contribute to production stability.
- Create and maintain clear documentation for processes, issue resolutions and system knowledge.
Required profile
- Strong hands‑on experience with SQL and SQL Developer.
- Proficiency with MongoDB and Compass.
- Experience with monitoring tools such as ITRS Geneos and Grafana.
- Familiarity with ITSM ticketing tools, preferably ServiceNow.
- Excellent written and verbal communication skills for both technical and non‑technical audiences.
- Proven analytical ability to diagnose complex technical issues.
- Self‑motivated, able to take ownership and perform under pressure.
Required skills
- SQL
- SQL Developer
- MongoDB
- Compass
- ITRS Geneos
- Grafana
- ServiceNow
- Outlook
- Microsoft Teams
- PL/SQL
- Oracle
- MSSQL
- Python
- Linux
- Cloud concepts
- SWIFT/ISO 20022
- PCI DSS
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