Application Support Group Manager - Senior Vice President

• 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

• 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 stakeholder
• Bachelor’s/University degree, Master’s degree preferred

Capacity Planning/Forecasting exposure a plus

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