Application Support Group Manager

The Apps Support Group Manager is responsible for managing complex/critical/large professional disciplinary areas and leading a team of professionals. You must have a comprehensive understanding of multiple areas within a function and how they interact to achieve the function's objectives. Strong commercial awareness is essential, and you will be responsible for delivering a full range of services to one or more businesses/geographic regions. Excellent communication skills are required to negotiate internally, often at a senior level, with some external communication possibly necessary. You will be accountable for the end results of the area, exercising control over resources, policy formulation, and planning. It primarily affects a sub-function and involves short- to medium-term planning for actions and resources in your area. You will have full management responsibility for a team or multiple teams, including managing people, budget and planning, performance evaluation, compensation, hiring, disciplinary actions, terminations, and budget approval. Responsibilities include demonstrating an in-depth understanding of how apps support integrates within the overall technology function to achieve objectives and vendor relationship management, including oversight for all offshore managed services. You will be tasked with improving the service level provided 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, and defining and implementing application on-boarding guidelines and standards are also part of your responsibilities. Additionally, you will work with various team members to coach them on maximizing their potential, work better in a highly integrated team environment, and focus on bringing out their strengths. Driving cost reductions and efficiencies across the portfolios supported by means of Root Cause Analysis reviews, knowledge management, performance tuning, and user training is crucial. You will participate in business review meetings, relate technology tools strategies to business requirements, assure 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. Influencing and negotiating with senior leaders (across functions) and managing responsibility for a team or multiple teams, including management of people, budget and planning, performance evaluation, compensation, hiring, disciplinary actions, terminations, and budget approval are key components of the role. Other duties and functions as assigned should also be performed. Qualifications for this role include having 15+ years in Application Production Support with 5+ years of relevant strategic role experience, deep expertise in Big Data platforms (Hadoop, Spark, Kafka, Hive) in large-scale environments, a proven track record in driving stability, resiliency, and automation initiatives, and a 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, effective information sharing with other support team members and technology teams, ability to plan and organize workload, clear and concise written and verbal communication skills, and appropriate communication to relevant stakeholders are also required. A Bachelor's/University degree is necessary, with a Master's degree preferred. 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, please review Accessibility at Citi. View Citi's EEO Policy Statement and the Know Your Rights poster.,