We are seeking an experienced and motivated team member to support our AI and DevOps Platform Support team in North America. This role is responsible for contributing 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, facilitate incident and problem resolution, and collaborate with engineering and development teams to enhance platform services and supportability. The role includes short‑term planning and coordination of actions and resources within the team.

Responsibilities

• Demonstrates a strong understanding of how application support contributes to the overall technology function and organizational objectives.

• Assist with 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, and knowledge‑sharing practices.
• Partner with development teams to guide improvements in application stability and supportability.
• Contribute to frameworks for managing capacity, throughput, and latency.
• Assist in defining and implementing application onboarding guidelines and standards.
• Support team members by fostering a collaborative environment and encouraging skill development.
• Participate in cost‑reduction efforts through Root Cause Analysis reviews, knowledge management, performance tuning, and user training.
• Participate in business review meetings to help align technology tools and strategies with business requirements.
• Ensure adherence to support processes and tool standards, and assist in enhancing processes to promote consistency and quality across the support program.
• Perform other duties and functions as assigned.
• Support platform leadership in defining the platform roadmap and partnering with engineering teams and business stakeholders.
• Assist in 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 the enterprise‑wide observability strategy, including monitoring, logging, tracing, and alerting.
• Maintain hands‑on familiarity with platform architecture and services as needed for operational support.
• Assist in overseeing the operational health of production platforms (including Open Shift, ECS, CI/CD), ensuring SLAs are supported and incident processes are followed.
• Help implement and operate effective monitoring and observability strategies to support proactive issue detection and system health assessments.

Qualifications

• 6+ years of relevant experience in a hands‑on technical or support leadership role.

• Experience contributing to architecture discussions and ensuring solutions align with enterprise standards and long‑term maintainability.
• Experience working with senior stakeholders or technology partners.
• Demonstrated experience supporting IT service improvements or platform stability initiatives.
• Strong communication and presentation skills, with the ability to convey technical concepts clearly.
• Experience supporting or contributing to technical roadmaps or operational workstreams.
• Experience participating in resilience‑related activities such as incident simulations, disaster recovery exercises, or stability testing.
• Ability to collaborate with cross‑functional support teams and technology groups.
• Strong organizational and workload‑planning skills.
• Consistently demonstrates clear 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 and configuration management tools preferred.
• Experience with Red Hat Open Shift or similar Kubernetes technologies preferred.
• Experience working with databases such as Postgres, Oracle, MongoDB, or Redis preferred.
• Experience writing or maintaining code in Java, Python, Go, or similar languages preferred.
• Hands‑on experience with modern observability and monitoring tools (e.g., Prometheus, Grafana, Splunk, ELK) preferred.

Education

• Bachelor’s/University degree required; Master’s degree preferred.

Job Family Group:

Technology

Job Family:

Applications Support

Time Type:

Full time

Primary Location Full Time Salary Range:

$120,800.00 - $170,800.00

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

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

Automated Processing and AI

We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.

Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.

This job opening is for an existing job vacancy.

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