Production Support Manager

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.

Citi’s Mission and Value Proposition explain what we do and Strategy explain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients’ and the public’s trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve.

Joining the Enterprise Data Office Product Development Support Team, this role provides critical technical and business support for Global Citi Applications. The individual will leverage proven application support expertise and play a pivotal role in proactively engaging Product Development, Technology, Reporting, and business lines, driving solutions for complex challenges. This is a highly collaborative role, requiring deep engagement with users to rapidly analyze and resolve reported issues, often in partnership with product development and technology teams. Success in this role demands strong analytical thinking, thorough attention to detail in data-driven judgments, and the ability to manage variable issues with significant business impact.

Key Responsibilities

• Provide technical and business support for users of Citi Applications.

• Knowledge of application support procedures and ITIL concepts related to Incident Management, Problem Management, Change Management.

• Knowledge of other technical areas to field issues and queries from stakeholders, provide short-term resolutions and work with relevant technology partners for long term remediation.

• Analyze data trends to identify data & procedure gaps/issues, champions use of data, analytics, AI as needed for improving Data Quality practices

• Apply in-depth understanding of financial services industry data concepts (e.g., reference data, trade lifecycle data, regulatory reporting data) to analyze issues and drive solutions

• Leverage analytical tools such as Tableau, SQL, Excel and other data visualization platforms to conduct data analysis and support decision-making

• Lead root cause analysis (RCA) , conduct post incident reviews, and drive permanent resolutions

• Works closely with Product Owners, Business Analysts and Systems Analysts to determine and document Systems impacts and support requirements

• Coordinate with all lines of business and internal teams to perform end-to-end data flow reviews for researching issue and identify solutions

• Responsible for execution of day-to-day service delivery functions

• Participate in functional testing/data validations, disaster recovery testing, application releases and deployment into production.

• Perform post release validation checkouts after application releases.

• Provides in-depth analysis with interpretive thinking to define problems

• Support in the Design and Implementation of data governance controls including data quality rules and data reconciliation

• Propose systematic solutions for elimination of manual processes and remediation of tactical solutions.

• Perform monitoring of applications and provide timely notification to the customers for the ongoing production issues.

• Partners with development teams to prioritize bug fixes and support tooling requirements.

• Develop and maintain support documentation.

• Has the ability to operate with a limited level of direct supervision.

• Assess risk and impact of production issues and escalate to business and technology management in a timely manner.

• Acts as advisor or coach to new or lower level analysts; allocates work.

• Performs other duties and functions as assigned

Skill & Qualifications

• 8+ years’ experience in handling production support activities, identifying and resolving technical issues.

• Knowledge of ServiceNow, Tableau, Tableau Data Prep, SQL, Python, Pyspark, Atlassian JIRA, Confluence, Agile methodology

• Experience with basic Microsoft applications (Word, Excel, PowerPoint, MS Visio)

• Familiarity with MS SharePoint is a plus

• Strong experience in Incident Management, Problem Management, issue tracking and reporting using tools.

• Analytical and problem-solving skills with attention to detail and ability to comprehend end-to-end data flows

• Excellent written and verbal communication and interpersonal skills to collaborate across diverse teams

• Practical problem solving and strategic thinking skills

• Demonstrated leadership, interpersonal skills and relationship building skills

• Ability to plan, organize the workload and being able to adjust quickly to changes and re-prioritization

• Ability to communicate with technical and non-technical stakeholders to understand requirements and drive resolution of issues

• Proven ability to work effectively with large, complex, diverse teams and manage multiple tasks efficiently.

• Strong organizational skills with the ability to navigate complex systems and management processes

• Self-motivated and able to dynamically determine priorities, ability to plan and organize workload.

• Data visualization skills – can help in creating visual representation and provide inputs to Product Development teams

Education:

• Bachelor's/University degree, Master's degree preferred

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

------------------------------------------------------

Job Family Group:

Data Governance

------------------------------------------------------

Job Family:

Data Quality & Data Quality Analytics and Reporting

------------------------------------------------------

Time Type:

Full time

------------------------------------------------------

Primary Location:

Tampa Florida United States

------------------------------------------------------

Primary Location Full Time Salary Range:

$113,840.00 - $170,760.00

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

------------------------------------------------------

Most Relevant Skills

Change Management, Data Analysis, Data Governance, Data Lineage, Data Management, Data Quality, Internal Controls, Management Reporting, Program Management, Risk Management.

------------------------------------------------------

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

------------------------------------------------------

Anticipated Posting Close Date:

Feb 28, 2026

------------------------------------------------------

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.