LOB Production Support Cards and GCG Business Analyst Manager

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LOB Production Support Cards and GCG Business Analyst Manager-19020660



This is a Business Analyst Sr. Manager position in North America Production Management Level 2, with primary support for NAM GCG Line of businesses and Third Party Support. This position partners with the Application development teams, Citi vendors, business SPOCs, and other Production Support teams to improve the performance and availability of our production applications to meet business needs at the lowest cost. 


The ideal candidate for this position will have technical background in NA GCG applications. Experience and knowledge of Production Support is a plus. This a technical leadership position, which is supported by Contractors onshore and offshore who provide 7x24 support for North America GCG. The person should have demonstrated organizational and communications skills, as well as the ability to work well under pressure. Strong interpersonal skills are also required to be able to manage and drive improvements efforts through other teams. Strong analytical and troubleshooting skills are critical to this role.


Primary Responsibilities:

  • Provides expertise in NA IT services and processes for CARDS and Banking
  • Manage internal SLA’s goals, deadlines CARDS and Banking businesses
  • Review Month Operational review documents  and identify opportunities/Challenges and drive these efforts to completion
  • Meet with the PSM to review weekly outages and risks
  • Define business SLA/SLO/Green Zone/Yellow Zone requirements
  • Partners with Service Delivery and Service Health managers to ensure the Service Management framework is applied to day to day operations
  • Partners with Level 1 and Level 3 support teams to improve resolution rates, efficiency targets, and organizational Service Level Agreements
  • Supports the creation and implementation of Service Improvement Plans and root cause remediation activities
  • Consults with primary business clients in conjunction with Development managers to understand strategic objectives, and contributes to the formulation of strategies for support
  • Coordinates onboarding activities of new Citi and Vendor applications, and manages production handover after Development or Infrastructure releases
  • Supports monthly Service Reporting, including Customer Experience and Major Incident Reporting
  • Establishes health check management in partnership with L1 (inventory, thresholds, triggers, tools, scripts, and procedures) maintaining consistency across all apps and domains
  • Facilitates the shift left of Level 3 activities to Level 2 and Level 2 activities to Level 1
  • Primary interaction point for Vendor’s  to Production Management




  • 3+ years development or production support experience supporting mainframe, thin client / thick client applications and  voice technologies  for NA GCG
  • An understanding of the Citi Infrastructure environment, business operations; Authorizations, payment, POS, customer service, Sales and IVR
  • ITIL Foundation certification is a plus, Manager’s certification will be an asset
  • Experience with Citi support technologies  : Service Now, Splunk, HP  Dashboard, workforce management

Core Competencies/ Skills:

  • Ability to work under pressure, self-reliant, reliable, well-organized and able to keep a number of activities in progress in parallel, balancing priorities as necessary
  • Positive ‘can-do’ attitude
  • Self-starter, takes ownership and accountability for assigned work
  • Focused and determined in getting the job done right,
  • Strong analytical skills, ability to logically break down tasks into smaller manageable parts
  • Ability to identify and manage key risks and issues,
  • Ability to identify, challenge and improve inefficiencies
  • Strong interpersonal skills, within the team, and interacting with multiple levels of management across GCG and CTI organizations
  • Flexible, proactive, and self-motivated with a proven ability to drive Improvement efforts



13 October 2019
Location: India Tamil Nadu Chennai
Work type:
Full time
Banking and Financial Services
PLEASE! No enquiries from Recruitment Agencies or Headhunters.

Only direct applications will be considered.

This career opportunity is no longer open.
Please search for current vacancies here.

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