Incident Problem Manager Jobs in Toronto, ON (NOW HIRING)

Citi's Securities Services division is looking for a Senior Production Support Analyst to join the Data & Client Platforms (DCP) Production Support team - a globally distributed, 246 operation that keeps business-critical and client-facing data and reporting platforms running for some of the world's largest institutional investors. This is a senior operational role at the intersection of data platform operations, client service delivery, and technology transformation, offering direct involvement in a platform undergoing major modernisation including cloud data lake adoption, client platform migration, and multi-business-line data services consolidation. If you want to grow beyond traditional incident management into a technically sophisticated, engineering-oriented function, this is the opportunity to do it.

Responsibilities Deliver L2 production support across the DCP application portfolio - managing incident triage, investigation, escalation, and resolution within a global follow-the-sun model to ensure seamless 246 platform coverage. Coordinate start-of-day platform checks, continuous monitoring, and structured regional handovers, maintaining SLA adherence and clear stakeholder communication throughout the incident lifecycle via ServiceNow. Serve as the internal operational point of contact for client-impacting incidents, providing timely and accurate communication to client-facing teams including Client Services, Technology Relationship Managers, and Operations.

Identify recurring incident patterns and drive structured problem management to eliminate root causes, reduce manual effort, and prevent reoccurrence across the platform portfolio. Improve platform observability and operational efficiency by contributing to automation and monitoring initiatives using Grafana, ITRS Geneos, and GCO - reducing the volume of manual interventions required. Act as subject matter expert (SME) for one or more platforms, owning operational knowledge, coaching junior analysts, and serving as the escalation point for complex issues.

Adopt and apply AI-assisted tooling for incident troubleshooting, automated investigation, and resiliency gap detection - contributing to Citi's firm-wide intelligent operations strategy. Manage change management activities including release preparation, deployment support, post-implementation review, and production risk assessments to support safe and controlled platform evolution. Required qualifications & skills 5+ years of experience in application support, production management, or platform operations - ideally within financial services or data-intensive environments, with hands-on experience across data pipelines, reporting platforms, or client-facing financial applications.

Active ITRS Geneos monitoring and alerting experience, including dashboard configuration and alert management at an administrator level. SQL proficiency sufficient to independently investigate data quality issues across relational and cloud databases. Demonstrated practice of ITIL-aligned incident, problem, and change management - with a structured, process-disciplined approach to production operations.

Shell or Python scripting ability applied to the automation of operational tasks - not just theoretical awareness, but practical, working implementation. Experience operating within a global follow-the-sun support model, including shift handovers, on-call discipline, and cross-regional coordination. Bachelor's degree in Computer Science, Information Technology, Engineering, Finance, or a related discipline - or equivalent professional experience.

Beneficial skills & qualifications Hands-on experience with cloud data platforms such as Snowflake, Apache Kafka, Amazon S3, Databricks, or Couchbase. Experience building or maintaining Grafana or ITRS dashboards for proactive platform monitoring. Domain knowledge in Securities Services, Investor Services, or Capital Markets environments.

Exposure to AI-assisted operations tooling - including agentic triage, automated root cause analysis, or intelligent monitoring platforms. A track record of leading or mentoring a support team, with evidence of SME accountability and knowledge transfer in a senior operational capacity. What we offer Joining DCP Production Support means taking on a role with genuine strategic weight - supporting the data and client experience infrastructure that underpins Citi's Securities Services business globally.

You'll work alongside a high-performing, globally distributed team that is actively investing in automation, AI-assisted operations, and engineering capability, with real opportunities to shape how production support evolves at one of the world's leading financial institutions. Direct involvement in major platform transformation programmes - including cloud data lake modernisation, client platform migration, and consolidation of data services across Citi's Investor and Issuer Services business lines. Early access to AI-assisted production management tooling, aligned to Citi's firm-wide intelligent operations strategy - putting you at the forefront of how financial services production support is evolving.

Global reach and career mobility within a follow-the-sun team spanning EMEA, North America, and Asia Pacific, with genuine cross-regional collaboration and exposure. A hybrid working model with 3 days in the office and 2 days working remotely, offering a balance between collaborative team working and personal flexibility. A clear path to grow beyond incident management - the team is building engineering capability, and senior analysts are expected to lead automation initiatives, mentor colleagues, and influence platform design decisions.

Access to Citi's broader learning, development, and wellbeing programmes - supporting your professional growth and long-term career at a firm with global scale and impact. Apply now to bring your production operations expertise to a globally significant platform and help shape the future of client data services at Citi. ------------------------------------------------------ Job Family Group: Technology ------------------------------------------------------ Job Family: Applications Support ------------------------------------------------------ Time Type: Full time ------------------------------------------------------ Primary Location Full Time Salary Range: $94,300.00 - $141,500.00 ------------------------------------------------------ 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. ------------------------------------------------------ Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

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