Apps Support Group Manager

Company: Citi
Location: Irving
Posted on: January 26, 2023

Job Description:

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.

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:
  • 10+ 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
      • At least 10+ years of hands on experience in various ETL / ELT Engineering tools and tech stacks including Ab-Initio, SAS, Big Data, Hadoop, Spark, Hive, HBASE, Teradata, Oracle, Mongo DB, Redis. Strong knowledge and skills designing applications for various Data Flows including Batch and Real-time based applications.
      • Leads the production batch jobs monitoring, issue triaging, drives quick remediation.
      • Collaborates with development team and leads service improvement plans.
      • Supports the delivery of the L2 Service Delivery objectives for the business/region.
      • Assists with the compiling of the data for the service performance against targets.
      • Supports the development and on-going maintenance of Sr. Mgmt. updates for Service Delivery activities.
      • Facilitates the shift left of Level 3 activities to Level 2 activities to Level 1
      • Responsible for execution of day-to-day service delivery functions including the following:
        • Incident Management: Performs incident triage, root cause analysis, and collect and validate business impact.
        • Service Management: Collaborates with Technology Organization and manages service risk/maturity assessments and drives the Service Improvement Plans.
        • Knowledge Management: Develops/tests knowledge objects to support increased L0, L1, and L2 resolution.
        • Change Management: Review and approve changes.
        • Capacity Management: Review capacity across service components.
        • Continuity Management: Schedule and facilitate COB testing, maintain recovery plans.
        • Configuration Management: Build/update service configuration.
        • Third Party Asset Management: Manage 3rd party asset management (licensing compliance/optimization)
        • Service Readiness: This activity encompasses review of major releases & new application install from very early stage of the project/program, to ensure Risks are documented and remediated before production Go Live.
        • Service Risks: Ability to identify, document and Manage Service Risks within Applications and effectively manage the resolutions of Risks.
        • Monitoring: Collaborate and engage with various teams to enable monitoring / observability of production services.
        • Strong skill sets in ability to review architecture and propose changes to mitigate & prevent Operational risks.
        • Understand and have experience in performing Disaster recovery scenarios for Applications and Infrastructure. -
          
          Job Family Group:
          
          Technology -
          
          Job Family:
          
          Applications Support
          
          Time Type:
          
          Full time
          
          Primary Location:
          
          Irving Texas United States
          
          Primary Location Salary Range:
          
          $145,140.00 - $217,710.00
          
          Citi is an equal opportunity and affirmative action employer.
          
          Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
          
          Citigroup Inc. and its subsidiaries ("Citi") invite all qualified interested applicants to apply for career opportunities. 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 .
          
          View the " EEO is the Law " poster. View the EEO is the Law Supplement .
          
          View the EEO Policy Statement .
          
          View the Pay Transparency Posting
          
          -
          
          Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.
          
          

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