The Apps Support Group Manager is accountable for management of complex/critical/large professional disciplinary areas. Leads and directs a team of professionals. Requires a comprehensive understanding of multiple areas within a function and how they interact in order to achieve the objectives of the function. Applies in-depth understanding of the business impact of technical contributions. Strong commercial awareness is a necessity. Generally accountable for delivery of a full range of services to one or more businesses/ geographic regions. Excellent communication skills required in order to negotiate internally, often at a senior level. Some external communication may be necessary. Accountable for the end results of an area. Exercises control over resources, policy formulation and planning. Primarily affects a sub-function. Involved in short- to medium-term planning of actions and resources for own area. Full management responsibility of a team or multiple teams, including management of people, budget and planning, to include performance evaluation, compensation, hiring, disciplinary actions and terminations and budget approval.
About the Team: Data - Production Management
The Data - Production Management team is at the forefront of Citi's journey to a data-driven culture. We are dedicated to delivering innovative technology solutions and simplifying access to quality data and business intelligence. Our team provides business-critical application management and support to our global clients, upholding industry-leading technical and operational excellence through continuous application of engineering principles, innovation, learning, risk management, and automation across our systems and user environments.
We leverage cutting-edge data fabric initiatives to streamline data sources across SMBF - Securities, Markets, Banking and Functions, enabling accurate, reliable, relevant, consistent, complete, scalable, timely, and secure analytics and reporting for clients, regulators, surveillance, supervisory, risk, and finance needs. As a critical partner to the SMBF - Securities, Markets, Banking and Functions, we ensure seamless platform and service operation, delivering world-class client service and experience. We are a forward-thinking team looking for ambitious, capable professionals who thrive on collaboration and are passionate about continuous improvement, offering rewarding work in a supportive environment with clear opportunities for progression.
Responsibilities:
- Demonstrates an in-depth understanding of how apps support integrates within the overall technology function to achieve objectives; requires a good understanding of the industry.
- Vendor relationship management including oversight for all offshore managed service.
- Improve the service level the team provides to our end users, which includes maximizing operational efficiencies, strengthening incident management, problem management and knowledge sharing practices.
- Guide development teams on application stability and supportability improvements.
- Formulate and implement a framework for managing capacity, throughput and latency.
- Define and implemented application on-boarding guidelines and standards.
- Work with various team members on coaching them on how to maximize their potential, work better in a highly integrated team environment and focus on bringing out their strengths.
- Drives continued cost reductions and efficiencies across the portfolios supported by means of Root Cause Analysis reviews, Knowledge management, Performance tuning, and user training
- Evaluates subordinates' performance and makes decisions on pay increases, hiring, terminations and other personnel actions.
- Participates in business review meetings, relating technology tools strategies to business requirements.
- Assures adherence to all support process and tool standards and work with Management to create new and/or enhance processes to ensure consistency and quality in “best practices” across the overall support program
- Influences and negotiates with senior leaders (across functions); may communicate with external parties
- Management responsibility for a team or multiple teams, including management of people, budget and planning, performance evaluation, compensation, hiring, disciplinary actions and terminations and budget approval.
- Performs other duties and functions as assigned
- Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
Qualifications:
- 15+ years relevant experience
- Post-Graduation in relevant field preferred
- Senior to advanced level experience in an Apps Support role with commensurate experience in people management.
- Experience of senior stakeholder management
- Project management with demonstrable results in improving IT services
- Capacity Planning/Forecasting exposure a plus
- Effectively share information with other support team members and with other technology teams
- Ability to plan and organize workload
- Consistently demonstrates clear and concise written and verbal communication skills
- Ability to communicate appropriately to relevant stakeholde
Education:
- Bachelor’s/University degree, Master’s degree preferred
- Provide technical and business support to Citi users, ensuring quick resolution of application issues and driving improvements in stability, efficiency, and effectiveness.
- Lead regional Production Management operations, partnering effectively with other regional teams to provide stable production support coverage for the Business.
- Manage, maintain, and support applications and their operating environments, with a focus on stability, quality, and functionality in line with service level expectations.
- Perform controlled resolution of incidents and problems, including prioritization, escalation, and thorough root cause analysis with follow-through to resolution.
- Champion stability initiatives to ensure high application availability for Business-As-Usual, including implementing better monitoring, failover, and resiliency strategies.
- Ensure diligent adherence to Incident & Problem management procedures within Production Management Operations.
- Effectively handle incidents, problems, and changes at a global enterprise level, remaining calm and analytical during major incidents on critical systems.
- Exhibit sound and comprehensive communication and diplomacy skills to confidently exchange complex information with operations and technology partners globally.
- Provide a holistic view of the production environment to both technology and business management, acting as a trusted partner for senior business heads.
- Assess the risk and impact of production issues, escalating to business and technology management in a timely and appropriate manner.
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Job Family Group:
Technology
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Job Family:
Applications Support
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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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