Application Support Group Manager

**Job Description:** As the Apps Support Group Manager at Citigroup, you will be accountable for managing complex/critical/large professional disciplinary areas, leading and directing a team of professionals. Your role will require a comprehensive understanding of multiple areas within a function and how they interact to achieve the objectives of the function. You will need to apply an in-depth understanding of the business impact of technical contributions and possess strong commercial awareness. Your responsibilities will include but not be limited to: - Demonstrating an in-depth understanding of how apps support integrates within the overall technology function to achieve objectives; requires a good understanding of the industry. - Managing vendor relationships, including oversight for all offshore managed services. - Improving the service level the team provides to end users by maximizing operational efficiencies, strengthening incident management, problem management, and knowledge sharing practices. - Guiding development teams on application stability and supportability improvements. - Formulating and implementing a framework for managing capacity, throughput, and latency. - Defining and implementing application on-boarding guidelines and standards. - Coaching various team members on maximizing their potential, working better in a highly integrated team environment, and focusing on bringing out their strengths. - Driving cost reductions and efficiencies across portfolios supported by means of Root Cause Analysis reviews, Knowledge management, Performance tuning, and user training. - Participating in business review meetings, relating technology tools strategies to business requirements. - Ensuring adherence to all support process and tool standards and working with Management to create new and/or enhance processes to ensure consistency and quality in best practices across the overall support program. - Influencing and negotiating with senior leaders (across functions) and communicating with external parties. - Managing responsibility for a team or multiple teams, including management of people, budget, planning, performance evaluation, compensation, hiring, disciplinary actions, terminations, and budget approval. - Performing other duties and functions as assigned. **Qualifications:** - 15+ years in Application Production Support with 5+ years of strategic role relevant experience. - Deep expertise in Big Data platform (Hadoop, Spark, Kafka, Hive) in large-scale environments. - Proven track record in driving stability, resiliency, and automation initiatives. - Post-Graduation in a relevant field preferred. - Senior to advanced level experience in an Apps Support role with commensurate experience in people management. - Experience in senior stakeholder management. - Project management with demonstrable results in improving IT services. - Capacity Planning/Forecasting exposure a plus. - Ability to share information effectively with other support team members and other technology teams. - Ability to plan and organize workload. - Clear and concise written and verbal communication skills. - Ability to communicate appropriately to relevant stakeholders. **Education:** - Bachelors/University degree, Masters degree preferred.,