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 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.
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.
Influences and negotiates with senior leaders (across functions); may communicate with external parties
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup.
Qualifications:
Experience of senior stakeholder management
Senior to advanced level experience in an Apps Support role with commensurate experience in people 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