Apps Support Group Manager

The Apps Support Group Manager is accountable for management of complex/critical/large professional disciplinary areas. Leads and directs a team of professionals. Requires a comprehensive understanding of multiple areas within a function and how they interact in order to achieve the objectives of the function. Applies 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. Some external communication may be necessary. Accountable for the end results of an area. Exercises control over resources, policy formulation and planning. Primarily affects a sub-function. Involved in short- to medium-term planning of actions and resources for own area. Full management responsibility of a team or multiple teams, including management of people, budget and planning, to include performance evaluation, compensation, hiring, disciplinary actions and terminations and budget approval.**Responsibilities**:- 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.- 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.- 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**Qualifications**:- 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 stakeholde**Education**:- Bachelor’s/University degree, Master’s degree preferredStrong technical skills and knowledge on SRE, AI, Engineering, Automation, Middleware including containers, microservices and tibco.**Job Family Group**:Technology- **Job Family**:Applications Support- **Time Type**:Full time- **Most Relevant Skills**Please see the requirements listed above.- **Other Relevant Skills**For complementary skills, please see above and/or contact the recruiter.-- View Citi’s _EEO Policy Statement_ and the _Know Your Rights_ poster._