Job Description

Overview of the Role
Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides 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.
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 from keeping the bank safe, managing global resources, and providing the technical tools our workers need to be successful to designing our digital architecture and ensuring our platforms provide a first-class customer experience. We reimagine client and partner experiences to deliver excellence through secure, reliable, and efficient services.
Our commitment to diversity includes a workforce that represents the clients we serve 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.
Description:
This is a Non-Production Management Technical Lead position L2 SRE position in North America DevOps, supporting Global Consumer Group applications. GCG Production Management is during transformation, expanding the support model to incorporate Service Reliability Engineering principles. In support of this transformation, this role is a blend of traditional ITIL based Production Management, with Service Reliability Engineering. The ideal candidate for this position will have experience and broad knowledge of North America Consumer applications along with an interest in learning new technologies, including the use of automation and artificial intelligence technologies to avoid system problems, automate manual activities, and drive improved system & application service levels. The work is supported by contractors offshore and onshore, who provide 7x24 service for North America. This is a technical leadership position, requiring strong organizational and communication skills in addition to analytical and troubleshooting talent. Partnership with Development Teams, Technology teams in CTI, and other Production Management teams is a critical component of this position and required daily.
This position will lead provide the technical leadership for GCG applications . They will work with other peers in the DevOps team to drive the stability. Collaborate with app Dev community, CTI partners, TPM and other stakeholders to identify and create value chain , identify and conduct POC to plug the gap areas.
Primary Responsibilities:

• Provides expertise related to various Distributed Consumer Applications across multiple Lines of Business in North America.
• Primary point of contact LOB assigned domain.
• Enable Production management processes in non-production environment to provide environment stability
• Execute robust service readiness.
• Facilitate standard toolset adoption for all services in the domain.
• Works as a L2 expert to support the Problem management, Risk management and Change management , CI/CD enablement pipeline for SRE function identified.
• Has Overall accountability of non-production stability for his area/domain
• Partners with Level 1 and Level 3 support teams to improve resolution rates, efficiency targets, and organizational Service Level Agreements.
• Partners with SRE enablement and works as SRE eventually to identify the key areas and provides the SRE recommendation from UAT to PERF and PROD for key business transactions supported.
• Knowledge of technologies like OSE, Kubernetes, APIGEE, Platform services, DataPower, Google cloud, AWS, CI/CD pipeline, ITIL and Service Management
• Identifies and leads the implementation of Service Automation to reduce cost, reduce risk, improve efficiency, and enable Service Management to keep up with the ever-increasing volume of with fast pace of newer technologies.
• Continually evolve the working practices within and services provided by Production Management to improve efficiency and productivity.
• Ability to conduct blameless problem management/post-mortem phase of major incidents, develop executive briefings, assess major incident impacts, and drive service improvements to prevent repeat of an incident .
• Provide the expertise support to L1 technical recovery center on the P1/P2 incidents assigned for Apigee, DataPower and AWS, legacy tech stacks other applications assigned as need may be and join the triaging call to provide the direction and take it to resolution.
• Create PMR for P1/P2 incidents and close on the actions.
• Identify the risks, classify them in the non-production estate and work with the peers , team members , create Service Improvement plans and drive them to closure.
• Create Operational readiness documents for major initiatives and provide handover to production team in a seamless manner.
• Work with SRE team to create a proactive analysis of UAT and PERF view before handing over to production management.
• Accountable for end-to-end service health of NAM Core space
• Overall accountable for patching , changes, infra changes, certificates and other KTLO activities in his domain assigned.
• Overall accountability of the monitoring and its usage by its stakeholders. Work with the monitoring team for setup and overall accountability.
• Represent DevOps team in various digital forums and facilitate generate of reports and presentations.
• Be proficient in various technologies of OSE, Apigee, AWS and other new age technologies.
• Adopt automation laid down by Production management automation and AIOps.
• Support and achieve successful internal audits.

Qualifications:

• 6-10 years development or production support experience with North America Consumer applications. Experience or familiarity Cloud Technology is a plus.
• Solid ITIL Foundation understanding.
• Engineering Background in system admin, development, DevOps, or equivalent field, preferably with experience in Distributed Consumer applications.
• Experience/ familiarity with automation technologies, advanced analytics, and predictive modelling.
• Ability to develop and manage relationships at all levels.
• Experience with databases i.e., Oracle, MSSQL, MongoDB, Teradata, DB2
• Experience in programming in one of the following languages UNIX shell scripting, Java, etc.
• Competent with cloud concepts i.e., API, web services and microservices
• Strong analytical, algorithmic, and critical thinking skills

Core Competencies/ Skills:

• Fluent English
• Strong analytical skills, strong critical thinking skills and ability to logically break down tasks into smaller manageable parts.
• Solid understanding of systems and application design
• Systematic problem-solving approach
• Effective communication skills and sense of ownership and drive
• Adaptable and can work with large complex and multi team owned services.
• Extremely organized, detailed oriented and thorough in every aspect.
• Able to balance multiple tasks and projects effectively while adapting to new variables.
• Utilizing creative and innovative thinking but also adhering to a powerful sense of ownership, customer service and integrity demonstrated through clear communication.
• Drive, self-motivated and eager to learn.

Education:

• Bachelor's/University degree or equivalent experience
• Certification in Site Reliability Engineer, Sales Force or Cloud Based Certification like AWS.

Job Family Group: Technology
Job Family: Systems & Engineering
Time Type: Full time
Most Relevant Skills Please see the requirements listed above.
Other Relevant Skills For complementary skills, please see above and/or contact the recruiter.
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.
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