Infrastructure Engineering Lead Analyst - Vice President

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Job Overview

Process Automation Services / ECM – Infrastructure Lead

About the Role

The Infrastructure Lead within Process Automation Services (PAS) is a senior leadership position responsible for guiding a globally distributed team of Infrastructure Engineers across APAC, NAM, and EMEA shifts. This is a senior leadership role where you will be responsible for the direct management and development of a globally distributed team of Infrastructure Engineers.

This role bridges technical expertise and people leadership, ensuring the reliable delivery of infrastructure services, risk & compliance remediation, and operational excellence across all PAS-supported platforms—including RPA (Automation Anywhere, Selenium), Appian, Boardwalk, Xceptor, VDI, and ECM environments. This is a customer-facing role with senior leadership, and a key part will be to effectively communicate regular updates to stakeholders.

This Lead will own the end-to-end infrastructure lifecycle, drive continuous improvement, and serve as the primary escalation point for critical incidents, compliance obligations, and stakeholder communications.

What a Typical Week Looks Like

In this role, you'll start your week leading a sprint planning session with your global team, then pivot to troubleshooting a critical infrastructure incident with engineers in another region. Later, you might be presenting a capacity and performance report to senior stakeholders, and end the week by mentoring a junior engineer on troubleshooting an issue. You will have the opportunity to shape and drive the strategy for the team, eliminating manual toil and directly improving operational efficiency.

Responsibilities

Technical Leadership & Infrastructure Oversight

• Serve as the primary escalation point (SME) for complex infrastructure issues across Windows, Linux server environments, including Middleware (Tomcat, Apache HTTP, IIS, etc) and OpeShift / Citi Cloud.
• Lead Root Cause Analysis (RCA) for Major Incident Management (MIM) and critical issues; review and approve RCA documentation before stakeholder distribution.
• Oversee and govern the health of all PAS-supported platforms: RPA Products (AutomationAnywhere, OpenSource RPA) and aligned services, Appian, Boardwalk (BW), Xceptor, VDI, and ECM.
• Ensure Daily & Weekly health checks of infrastructure and services are performed and actioned by the relevant team(s).
• Drive automation of manual operational tasks through scripting and tooling improvements.
• Ensure team adherences to SDLC standards for product/infrastructure upgrades, hotfixes, and new builds.
• Oversee CI/CD pipeline integrations for each Product space.

Risk & Compliance Management

• Own and govern the timely remediation of all Risk & Compliance items including: EERS/Audit feeds, FID compliance items, Certificate renewals, CAMP items, BCM alerts, CVMP alerts, EOVS products, GEM patching, CVM/VA Findings, and AD group cleanup.
• Lead monthly identification and remediation of auditable provisions (AD groups, VDI Access, Server Access, CyberArk Safe access, Infrastructure Utilization, etc).
• Ensure completeness of SDLC product/infrastructure upgrades including new setups, VMTools, Windows inline upgrades, and product hotfixes across all supported products.
• Coordinate and lead annual Continuity of Business (CoB) drills including Change Management, execution, and documentation for all CSIs (PAS owned and PAS supported).
• Report Major CSI Changes (confidential data, external hosting, etc.) to the PAS Application Manager and ensure ISO approvals are obtained where required.

Operations & Service Management

• Manage and prioritize all incoming tasks and ensuring KPI adherence.
• Lead and manage JIRA Sprints, Scrum ceremonies, and backlog grooming for the Infrastructure Engineering team.
• Establish and maintain Baseline Service Agreements (SLI, SLO, SLA, and error budgeting).
• Oversee Business on-boarding/off-boarding inventory and quarterly reviews.
• Assurance on Operational enablement prior to business go-live events or upcoming platform upgrades.
• Manage all business communications for the team, ensuring timely and professional responses to stakeholders.
• Maintain and upkeep Turnover sites on a daily basis.

Capacity Planning & Monitoring

• Lead monthly capacity planning and reporting across all products including RPA VDI hosting.
• Conduct monthly review and upkeep of Server Inventory tracker.
• Conduct quarterly PCM review and ensure set controls are functional and reporting back on errors(ServiceNow Incidents).
• Ensure monitoring services (AppDynamics, Systrack, Splunk, ELK, etc.) are enabled and functioning across all supported infrastructure.
• Identify automation opportunities and engage the required automation team for evaluation and/or implementation.

People Leadership & Team Development

• Manage day-to-day workload allocation across APAC, NAM, and EMEA shifts, ensuring 24/7 coverage and rotational on-call scheduling.
• A key part of your role will be to develop and grow a talented team of engineers, mentoring them to advance their skills and careers by conducting effective training sessions and knowledge transfer.
• Maintain and govern the team's Roles & Responsibilities (R&R) allocation matrix, ensuring SME coverage across all product and infrastructure scopes.
• Drive team performance through regular 1:1s, performance reviews, and development planning.
• Foster a culture of accountability, continuous learning, and operational excellence.

Documentation & Knowledge Management

• Oversee the creation, review, and upkeep of operational guides including Run Books (RB), Knowledge Base (KB) articles, FAQs, SharePoint, and Confluence sites.
• Ensure Production Readiness Reviews (PRR) are completed for all new builds across all environments.
• Review RFI/RPT/RFP documents for updates/upgrades to infrastructure and software, engaging the right teams as required.
• Drive operational process standardization and system optimization initiatives.

Qualifications

Required

• 7-10 years of relevant IT infrastructure engineering experience, with at least 2-3 years in a team lead or senior SME capacity with direct management responsibilities.
• Proven expertise in Middleware Support on tools such as Tomcat, Apache HTTP, and IIS.
• Hands-on experience with Linux and Windows Server infrastructure, including issue resolution, patching, and performance tuning.
• Strong working knowledge of ITIL Processes for IT Service Management (ITSM); managing Incidents, Requests, Changes, and Problems (preferably via ServiceNow).
• Demonstrated experience with ServiceNow and JIRA (or equivalent ITSM tools), including Sprint management.
• Experience with monitoring tools such as AppDynamics, Splunk, Systrack, ELK, etc.
• Experience with Product Patch Management and vulnerability remediation (CVM, VA Findings, EOVS, EOL, etc).
• Proven experience managing vendor relationships and internal SLA expectations.
• Experience interacting with both Business users and Technology/Support stakeholders.

Preferred / Added Advantage

• Hands-on experience with Process Automation / ECM platforms.
• Experience with CI/CD tools: BitBucket, Jenkins, RLM, GitHub, LSE or similar tools.
• Technical scripting skills in Windows (PowerShell) and Linux (Bash/Shell) with debugging knowledge.
• Experience with VDI environments and RPA usages.
• Familiarity with CyberArk, AD group management, and certificate lifecycle management.
• Experience conducting CoB drills and managing Business Continuity documentation.

Critical Competencies

Leadership & Communication

• Demonstrated ability to lead, motivate, and develop a geographically distributed team across multiple time zones.
• Exceptional verbal and written communication skills; able to present complex technical issues clearly to both technical and non-technical audiences.
• Strong stakeholder management skills—able to manage vendor interactions, business expectations, and internal SLA commitments simultaneously.
• Ability to persuade and influence without direct authority, using diplomacy and data-driven reasoning.

Operational Excellence

• Strong track record of identifying and driving process/service improvements, automation opportunities, and customer experience enhancements.
• Experience with Scrum methodology — leading sprints, managing backlogs, and driving delivery cadence.
• Excellent planning, multi-tasking, and prioritization skills in a high-pressure, 24/7 engineering environment.
• Analytical and diagnostic thinking with experience in data analysis tools and methodologies.

Technical Acumen

• Ability to perform and guide complex, varied technical assignments across server, middleware, and application layers.
• Proactive mindset—able to identify risks and issues before they impact system performance, reliability, or usability.
• Comfortable working in a large, complex, global financial services environment.

Culture & Mindset

• Team-oriented and collegial approach to problem-solving and challenge resolution.
• Strong people, process, and business focus—balancing technical rigor with business outcomes.
• Adaptable and willing to learn; demonstrates a can-do attitude in a constantly evolving technology landscape.
• Able to work unsupervised, manage workload effectively, and hold the team accountable to the same standard.

Certifications (Required)

• ITIL Certified (Foundation or above)
• Scrum Certified (CSM, PSM, or equivalent)

Work Schedule

This role operates in a 24/7 engineering coverage model. The Team Lead will be expected to:

• Manage rotational on-call shifts across APAC, NAM, and EMEA time zones.
• Provide weekend coverage as required in support of clients and ongoing engineering projects.
• Adjust shift schedules in coordination with the PAS Application Manager

About Citi

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 O&T CIO teams are charged with a mission that rivals any large tech company. Our technology solutions are the foundations of everything we do. We keep the bank safe and provide the technical tools our workers need to be successful.

Citi Foundational Services - Digital Workplace Client Services provides the critical technical foundation for Citi's operations and is responsible for delivering IT solutions, scalable infrastructure services, and secure capabilities while creating a trusted customer experience and enabling Citi's workforce to be the best for our clients.

The Chief Technology Office plays a critical role in fulfilling the firm's commitment to safety and soundness by ensuring Citi delivers efficient and high-quality solutions and technologies, coordinating foundational macro technology strategies, and ensuring Citi's readiness to safely leverage modern technologies.

Our commitment to diversity includes a workforce that represents the clients we serve globally from all walks of life, backgrounds, and origins. We foster an environment where the best people want to work. If you are a problem solver who seeks passion in your work, come join us. We'll enable growth and progress together.

Additional information may be found at www.citigroup.com | Twitter: @Citi | YouTube: www.youtube.com/citi | Blog: http://blog.citigroup.com | Facebook: www.facebook.com/citi | LinkedIn: www.linkedin.com/company/citi.

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Job Family Group:

Technology

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Job Family:

Systems & Engineering

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

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

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