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IT Support Manager

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**Responsibilities**: - Manages one or more apps support teams. - Provide a holistic view of the production environment for both technology and business management, working closely as a trusted partner for senior business heads. - Provide guidance on feedback reviews with development managers, ensuring outstanding issues are tracked to closure, particularly long-term strategic fixes. - Performs controlled resolution of incidents and problems including prioritization and escalation to relevant groups when appropriate, root cause analysis of all problems with follow-through to resolution. - Requires awareness of audit and compliance related issues. - Contributes to formulation of strategies for apps support and other functional areas. - Ability to handle incidents, problems and change at a global enterprise level. Calm and analytical when faced with major incidents on critical systems. - Responsible for delivery of end results and shares responsibility for budget management which directly impacts the apps support area; accountable for resource planning. - Manages customer satisfaction requirements of operational procedures to achieve a suitable outcome for all stakeholders - Exhibits sound and comprehensive communication and diplomacy skills to exchange complex information with inherent confidence with operations and technology partners on a regional or global basis. - Focus on people development, evaluating subordinates' performance and making decisions on pay increases, hiring, terminations and other personnel actions and deputize for the regional support manager. - Performs other duties and functions as assigned **Qualifications**: - 6-10 years experience in an Apps Support role would be an added advantage, but not essential - Experience with people management - Highly assertive communications skills, commanding personality. Ability to engage a large audience and lead the discussion with clear, articulate, and highly assertive communication. Must show confidence in all communications - 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 **Descripción del Puesto**: - Manager del grupo de soporte de Nível 2. - Para aplicaciones de infraestructura (Middlewares, Componentes reutilizables, Tenologías de mensajeo) de la banca Institucional de Citi en México. - Responsable de asegurar la atención de incidentes estándar y mayores. - Responsable de encontrar Causas Raíces. - Responsable de evaluar y controlar los cambios productivos. - Responsable de establecer planes de mejora. - Responsable de adminsitrar equipos en Mexico e India. - Responsable de indentificar mejoras en la arquitectura de los servicios para hacerla más resiliente. **Experiência probada en**: - Gerente de equipos de soporte de nível 2 o 3. - Administración de proveedores tecnológicos. - Participación en modelos de soporte 7x 24, multi país. - Trabajo en organizaciones de tecnología de más de 500 empleados. - Comunicación fluida en inglés con equipos internacionales. - Soporte a aplicaciones y servicios en ambientes multiplataforma (Linux, Windows, IBM, Unisys, Tandem). - Comunicación concreta y ejecutiva sobre temas técnicos. - Interacción constante -verbal y escrita - con miembros de alta gerencia y dirección. - Habilidades probadas de negociación con níveles gerenciales y directiivos. - Habilidades para delegar eficazmente y obtener resultados a través de expertos tecnológicos. - Habilidades para nevegar entre equipos internos y establecer relaciones de colaboración. - Conocimiento técnico profundo de los modelos Cliente/Servidor, Bases de Datos, Productos de Seguridad (autenticación, autorización, detección). Certificados y Llaves, Procesos en ambientes Linux, Tecnologias de messaging (colas, buses, microservicios, síncronos, asíncronos, suscripciones, etc). - Trabajo con componentes de redes (balanceadores, firewalls, switches, routers, DNS, Proxies). - Entendimiento, Definición y Mejora de arquitecturas End-to-End de servicios empresariales. - Iniciativas que aumentan la resiliencia de los componentes, servicios. - **Job Family Group**: Technology - **Job Family**: Applications Support - **Time Type**: Full time - Citi is an equal opportunity and affirmative action employer. Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**. View the **EEO Policy Statement**. View the **Pay Transparency Posting