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.
• 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
• 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
• Performs other duties and functions as assigned
• Serve as the subject matter expert for container orchestration, providing advanced support and for Red Hat OpenShift
• Own the end-to-end observability strategy for our AI and DevOps platforms, including the design, implementation, and management of monitoring, logging, and tracing solutions
• Lead complex troubleshooting and root cause analysis efforts for production incidents across the platform stack.
• Develop and implement AI-powered solutions to automate routine support tasks, predict system failures, and optimize resource utilization.
• Manage and troubleshoot CI/CD pipelines, ensuring seamless and efficient software delivery from development to production.
• Provides in-depth analysis with interpretive thinking to define problems and develop innovative solutions.
• Solves the highest impact, highest profile problems with significant impact through in-depth evaluation of complex business processes, system processes and industry standards.
• 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.

Qualifications:

• 10+ years relevant experience
• 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
• Expert-level, hands-on experience managing Red Hat OpenShift in a large-scale production environment
• Proficiency in scripting and programming languages such as Python and support tooling
• Excellent analytical and problem-solving skills, with the ability to thrive in a fast-paced support role
• Strong communication skills and the ability to explain complex technical concepts to diverse audiences
• Demonstrated experience in designing and implementing disaster recovery (DR) plans and conducting resilience tests (e.g., wargaming, failure simulation).
• A creative and proactive mindset with a demonstrated ability to identify opportunities for process improvement and automation using AI/ML techniques.

Education:

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

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Job Family Group:

Technology

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Job Family:

Applications Support

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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