Apps Support Group Manager

• Demonstrates an in-depth understanding of how apps support integrates within the overall technology function to achieve objectives
• Vendor relationship management including oversight for all offshore managed service
• Improve the service level the team provides to end users
• 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 implement application on-boarding guidelines and standards
• Coach team members on maximizing their potential and strengths
• Drive continued cost reductions and efficiencies across portfolios
• Evaluate subordinates' performance and manage personnel actions like hiring and terminations
• Participate in business review meetings relating technology tools strategies to business requirements
• Assure adherence to support processes and tool standards
• Create and enhance processes for consistency and quality across support programs
• Influence and negotiate with senior leaders across functions
• May communicate with external parties
• Management responsibility for a team or multiple teams, including people, budget, planning, performance evaluations, and disciplinary actions
• Appropriately assess risk when business decisions are made
• Drive compliance with applicable laws, rules and regulations.

• 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 stakeholders
• Fully fluent in English (speaking & written)
• Strong technical skills and knowledge on SRE, AI, Engineering, Automation, Middleware including containers, microservices and tibco
• Deep understanding of how the payments system in Mexico operates
• Previous experience managing similar environments in another financial institution
• Outstanding relationship with partner areas and stakeholders.

• Capacity Planning/Forecasting exposure
• Outstanding relationship with partner areas and stakeholders.

Global benefits designed to support well-being, growth, and work-life balance.