Application Support Group Manager - Senior Vice President

• Apply 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
• Lead the resolution of critical incidents, managing senior escalations and effectively communicating to senior stakeholders
• Drive comprehensive post-mortems and root cause analysis to prevent problem recurrence
• Manage vendor relationships and oversee offshore managed services
• Improve service levels for end-users by maximizing operational efficiency and strengthening incident, problem, and knowledge management processes
• Guide development teams on improvements to application stability and supportability
• Formulate and implement a framework for managing application capacity, throughput, and latency
• Define and implement application on-boarding guidelines and standards
• Drive continued cross-departmental operational progress through our Tech Strategy program, leading the creation and adoption of new tools and best practices to enhance stability, efficiency and cost-effectiveness across the portfolio
• 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 Citi’s policies and code of conduct, and escalating, managing and reporting control issues with transparency

• 15+ years in Enterprise Application Production Support with 5+ years in a strategic role
• Experience with financial systems is preferred
• Expert-level knowledge of IT Service Management (ITSM) practices, including Incident, Problem, Change, and Configuration Management
• Proven track record in driving stability, resiliency, and automation initiatives
• In-depth knowledge of enterprise monitoring, observability, and log aggregation tools such as ITRS Geneos, AppDynamics, Grafana, Open Telemetry, Splunk, and ELK
• Exceptional ability to influence and direct cross-functional teams in a global organization
• Executive-level written and verbal communication skills, with the ability to distill complex technical issues into clear business impact for a senior audience
• Significant hands-on experience with a distributed technology stack: Core Languages/Platforms: Java, Unix/Linux
• Databases: SQL (Oracle), NoSQL (MongoDB)
• Containerization platforms such as OpenShift, Kubernetes
• Middleware/Messaging platforms like Tibco EMS, MQ, Kafka
• APIs & Architecture: REST APIs, Distributed application architecture (networks, load balancers, storage, authentication)
• Bachelor’s/University degree, Master’s degree preferred

Master’s degree preferred