AI and DevOps Platform Support Lead

Description
Engineer the future of global finance.
At Citi, our Tech teamdoesn’tjust support finance – we are helping to redefine it. Every day,$5 trillioncrosses through our network. We do business in 180+ countries,operatingat a scale few can match. From deploying advanced AI to helping shape global markets, we build systems that matter. Look to join a team where your work helps influence economies, your ideas can drive innovation and outcomes, and your growth is backed by mentorship, continuous learning, and flexibility with potential hybrid work opportunities. Help solvereal‑worldchallenges that touch millions and get the opportunity to build the future of finance with Citi Tech.

We areseekingan experienced and motivatedteam memberto support our AI and DevOps Platform Support team in North America. This roleis responsible forcontributing to the stability, reliability, and performance of our critical AI and DevOps platforms. The team supports a wide range of services, including multiple AI applications, developer tools, and CI/CD pipeline technologies used across the organization. The ideal candidate will help lead a team of SRE and Support engineers,facilitateincident and problem resolution, and collaborate with engineering and development teams to enhance platform services and supportability. The role includesshort‑termplanning and coordination of actions and resources within the team.

Responsibilities

•Demonstratesa strong understanding of how application support contributes to the overall technology function and organizationalobjectives.
•Assistwith vendor relationship management, including coordination with offshore managed services.
• Support efforts to improve service levels for end users by enhancing operational efficiencies and strengthening incident management, problem management, andknowledge‑sharingpractices.
• Partner with development teams to guide improvements in application stability and supportability.
• Contribute to frameworks for managing capacity, throughput, and latency.
•Assistin defining and implementing application onboarding guidelines and standards.
• Support team members by fostering a collaborative environment and encouraging skill development.
•Participateincost‑reductionefforts through Root Cause Analysis reviews, knowledge management, performance tuning, and user training.
•Participatein business review meetings to help align technology tools and strategies with business requirements.
• Ensure adherence to support processes and toolstandards, andassistin enhancing processes to promote consistency and quality across the support program.
• Perform other duties andfunctions asassigned.
• Support platform leadership in defining the platform roadmap and partnering with engineering teams and business stakeholders.
•Assistin executing resilience activities such as wargaming scenarios, chaos engineering tests, and disaster recovery drills.
• Contribute to automation initiatives aimed at reducing manual toil and improving platform efficiency.
• Support theenterprise‑wideobservability strategy, including monitoring, logging, tracing, and alerting.
•Maintainhands‑onfamiliarity with platform architecture and services as needed for operational support.
•Assistin overseeing the operational health of production platforms (including OpenShift, ECS, CI/CD), ensuring SLAs are supported and incident processes are followed.
• Help implement andoperateeffective monitoring and observability strategies to support proactive issue detection and system health assessments.

Qualifications

• 10+ years of relevant experience in ahands‑ontechnical or support leadership role.
• Experience contributing to architecture discussions and ensuring solutions align with enterprise standards andlong‑termmaintainability.
• Experience working with senior stakeholders or technology partners.
•Demonstratedexperience supporting IT service improvements or platform stability initiatives.
•Strong communicationand presentation skills, with the ability to convey technical concepts clearly.
• Experience supporting or contributing to technical roadmaps or operational workstreams.
• Experienceparticipatinginresilience‑relatedactivities such as incident simulations, disaster recovery exercises, or stability testing.
• Ability to collaborate withcross‑functionalsupport teams and technology groups.
• Strong organizational andworkload‑planningskills.
• Consistentlydemonstratesclear and concise written and verbal communication skills.
• Ability to communicate appropriately with relevant stakeholders.
• Working knowledge of Generative AI concepts preferred.
• Experience with CI/CD andconfiguration management tools preferred.
• Experience with Red Hat OpenShift or similar Kubernetes technologies preferred.
• Experience working with databases such as Postgres, Oracle, MongoDB, or Redis preferred.
• Experience writing ormaintainingcode in Java, Python, Go, or similar languages preferred.
•Hands‑onexperience with modern observability and monitoring tools (e.g., Prometheus, Grafana, Splunk, ELK) preferred.

Education

• Bachelor’s/University degreerequired;Master’sdegree preferred.