Perform the day-to-day operations as part of the APAC Lending support team
Ensure adherence to the global service level, which includes maximizing operational efficiencies, strengthening incident management, problem management and knowledge sharing practices
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
Provides technical oversight across systems and applications, leverage skills across multiple apps support areas
Provide a holistic view of the production environment for both technology and business management, working closely as a trusted partner for business and operations
Provide guidance on feedback reviews with development managers, ensuring outstanding issues are tracked to closure, particularly long-term strategic fixes
Performs other duties and functions as assigned
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.
Champion stability initiatives to enable application high availability for Business-As-Usual which includes better monitoring, failover, and resiliency
Calm and analytical when faced with major incidents on critical systems
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, coaching and peer feedback
Performs other duties and functions as assigned
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.
Qualifications:
6-10 years’ experience in an Apps Support role is essential
At least 3 years of experience with LoanIQ Platform
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 stakeholder
Capacity Planning/Forecasting exposure a plus
Effectively share information with other support team members and with other technology teams
Good knowledge of SQL (Oracle dialect is preferable)
Experience with REST, JMS, SOAP, Spring Boot, Swagger, Tomcat and JSON and XML processing