Apps Support Group Manager - SVP-C14 (Hybrid)

The occupant of this position will be accountable for management of an Orchestration tool called RunBook Automation (RBA) and to manage the onboarding / adoption of this tool across all Citi applications for One-Touch Resiliency (OTR). This is a fairly complex project involving large number of critical/large applications. It also entails senior level interaction with the respective stakeholders and other professional disciplinary areas (CISO, Architecture, Application Team, Application Support Team). This person will lead and direct a team of professionals (employees as well as consultants). The person will be accountable for delivery of RBA capabilities and OTR adoption results across multiple lines of business and across multiple geographies. Strong interpersonal skills and organizational savviness are necessary. Regular reporting of accomplishments, issues and presentations to seniors are expected from this role. Also expected are short- to medium-term planning of actions and resources to achieve maximum results. The job entails people management of a team or multiple teams, to include performance evaluation, compensation, hiring, disciplinary actions and terminations and budget approval. It also entails financial management (budgeting and planning) as per the organizational guidelines.

Responsibilities:

• Build, support and promote RunBook Automation (RBA) as the orchestration tool among all SMBF Applications.
• Prioritize applications for adoption based on their criticality and to secure agreement of senior management / stakeholders from the respective teams.
• Coordinate adoption of RBA by SMBF Applications for One-Touch Resiliency, removing obstacles and finding ways to expedite such adoption.
• Provide regular updates to seniors and other stakeholders, including accomplishments, challenges, risks and dependencies.
• Collaborate with respective technology teams to get API's from them for inclusion within RPA for smooth automation of various infrastructure activities.
• To ensure safety and security of the RBA Platform and to collaborate with CISO to secure their certification.
• Handle Audits (Internal and External) on RBA, as and when necessary and to address any findings from those Audits.
• Manage a team of professionals (employees and consultants), located across multiple continents/countries. Perform people management, financial management and vendor management functions.
• Organize team to provide 24x7 support for RBA and be prepared to handle escalations any time.
• Demonstrate an in-depth understanding of how apps support integrates within the overall technology function to achieve objectives; requires a good understanding of the industry.
• Manage Vendor relationships including oversight for both onshore and 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.
• 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.
• Drive continued cost reductions and efficiencies across the portfolios supported by means of Root Cause Analysis reviews, Knowledge management, Performance tuning, and user training
• Evaluate subordinates' performance and make decisions on pay increases, hiring, terminations and other personnel actions.
• Participate in business review meetings, relating 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.
• Influence and negotiate with senior leaders (across functions); communicate with external parties
• Manage 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.
• Perform 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 applicable 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. Completion of mandatory trainings within their due date is a must.

Qualifications:

• 10+ years of experience in IT industry, including in Software Engineering / large development projects. Solid development background with knowledge of Java, Python, Spring boot etc. Strong background in popular relational and non-relational databases (particularly ORACLE and MSSQL), with proficiency in SQL is desirable. Experience in developing web applications, ensuring application performance and responsiveness, collaborating across software development areas, and implementing security measures.
• People Management Experience involving senior resources across multiple time zones.
• Advanced level experience in an Apps Support role including 24x7 coverage.
• 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 prioritize workload and to assign resources as necessary.
• Consistently demonstrates clear and concise written and verbal communication skills.
• Ability to communicate appropriately to relevant stakeholders.

Education:

• Bachelor’s/University degree in IT or Computer Science a must, Master’s degree in Technology or Business Management preferred.

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In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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