Overview

The Apps Support Group Manager is accountable for management of complex/critical/large professional disciplinary areas.

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

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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