Applications Support Senior Analyst - Assistant Vice President
Top focus
The SRE Observability Specialist is a hands-on expert, delivering the future of Observability across Services Technology. This role is a part of a central SRE enablement team within Services Production, working closely with SREs, developers, and platform teams to embed telemetry, implement SLOs, and build meaningful visualizations for key production flows — particularly in critical Payments Business.
The ideal candidate will have deep technical knowledge, a collaborative mindset, and the ability to translate strategy into scalable engineering outcomes. You will also act as a bridge between Services Technology teams and central infrastructure/CTO teams, prioritizing observability needs from line-of-business teams and driving improvements.
A strong understanding of observability tooling, evolving AI/ML capabilities, and enterprise tooling ecosystems will be essential. This role requires providing technological Support solution for Function called Project Orion which provides End-to-End payment monitoring like Building an End-to-End payments Dashboard, Toil Reduction, Transformation of legacy monitoring into observability based monitoring solution, requires good understanding of different Payments Taxonomy (ACH, Wires, Instant Payments, etc.).
Strong commercial awareness, technical credibility, and excellent communication skills are essential to negotiate internally, influence peers, and drive change. Some external communication may be necessary
Responsibilities
- Translate Organization strategy into an actionable delivery plan in partnership with Services Products, Operations & Engineering function, delivering incremental, high-value milestones.
- Understand Critical Business Services functional scope and translate into End-to-End monitoring solutions.
- Deliver against the observability roadmap for Services Technology by building scalable, reusable telemetry solutions.
- Periodic review and analyze application monitoring TOIL and collaborate with stakeholders and remediate them as per organization goal.
- Create and maintain dashboards and visualizations for critical client journeys, including real-time flows across Payments.
- Understanding of SRE principles, DevOps, CI/CD pipeline and tools, Knowledge of Grafana/Splunk and MCP will be additional value.
- Hands on experience with modern observability tools (e.g., Prometheus, Grafana, Loki, Artemis , Tempo).
- Contribute to the delivery of reusable automation solutions and reliability frameworks to support LoB teams and reduce operational burden.
- Work with SREs across Services to identify automation opportunities, share reusable tooling, and improve adoption of production engineering standards.
- Maintain and contribute to the central production engineering backlog using Jira, helping prioritize and organize workstreams aligned to Services Technology needs.
- Support the development of utilities, scripts, and templates to improve production support effectiveness and reduce manual intervention.
- Engage in the Services Production Engineering Forum, collaborating with other engineers to share knowledge and resolve common challenges.
- Hands-on experience in observability tools and stacks such as Grafana, Prometheus, OpenTelemetry, ELK, Splunk, and similar platforms.
- Deep understanding of SLIs, SLOs, Error Budgets, and telemetry best practices in high-availability environments.
- Proven ability to troubleshoot integration issues and support observability across hybrid platforms (on-prem, cloud, containers).
- Experience building dashboards aligned to business outcomes and incident workflows, especially in critical flows like payments.
- Recommended Qualifications: 5-8 years experience in an SRE Role Experience installing, configuring or supporting business applications.
- Experience with some programming languages and willingness/ability to learn.
- Advanced execution capabilities and ability to adjust quickly to changes and re-prioritization Effective written and verbal communications including ability to explain technical issues in simple terms that non-IT staff can understand.
- Demonstrated analytical skills Issue tracking and reporting using tools Good all-round technical skills Effectively share information with other support team members and with other technology teams Ability to plan and organize workload Consistently demonstrates clear and concise written and verbal communication skills Ability to communicate appropriately to relevant stakeholde Education: Bachelor’s/University degree or equivalent experience ------------------------------------------------------ Job Family Group: Technology ------------------------------------------------------ Job Family: Applications Support ------------------------------------------------------ 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
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