The Apps Support Senior Manager accomplishes results through the management of professional team(s) and department(s). Integrates subject matter and industry expertise within a defined area. Contributes to standards around which others will operate. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the entire function. Requires basic commercial awareness. Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional external customers. Has responsibility for volume, quality, timeliness and delivery of end results of an area. May have responsibility for planning, budgeting and policy formulation within area of expertise. Involved in short-term planning resource planning. Full management responsibility of a team, which may include management of people, budget and planning, to include duties such as performance evaluation, compensation, hiring, disciplinary and terminations and may include budget approval.
Responsibilities:
Recommended Qualifications:
Education:
Production Support Engineer - C13
We are seeking a highly experienced and technically proficient Production Support Engineer to join our dynamic team. This role requires a strong blend of technical expertise, problem-solving abilities, and excellent communication skills to ensure the stability, performance, and availability of critical business applications. The ideal candidate will thrive in a fast-paced environment, contributing to continuous improvement and operational excellence.
Key Responsibilities
anages one or more apps support teams.
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 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.
Consults with the primary clients of the application in conjunction with development managers in order to understand the strategic objectives of users.
Requires awareness of audit and compliance related issues.
Contributes to formulation of strategies for apps support and other functional areas.
Champion stability initiatives to enable application high availability for Business-As-Usual which includes better monitoring, failover and resiliency
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
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.
Required Qualifications
Experience: 12-15 years of progressive experience in an Application Support or Production Support role, preferably within a complex enterprise or banking environment.
Operating Systems: Solid IT support experience with UNIX/Linux and Windows server environments, including command-line operations and basic system administration.
Databases: Proficiency in supporting applications interacting with relational databases (e.g., Oracle, SQL Server) and ability to perform basic SQL querying for data analysis and troubleshooting.
Scripting & Automation: Strong proficiency in at least one scripting language (e.g., Python, JavaScript) for automating operational tasks, data extraction, and troubleshooting.
Architecture Understanding: Demonstrated understanding of client-server architectures, including clustered and non-clustered configurations. Familiarity with modern distributed architectures (e.g., microservices, containerization) is beneficial.
Monitoring Tools: Hands-on experience with IT monitoring and alerting tools (e.g., ITRS Geneos, Splunk, Prometheus, Grafana) for proactive issue detection and performance analysis.
Deployment Tools: Experience with application deployment and release management tools (e.g., uDeploy, Release on Demand, Harness).
Networking Fundamentals: Basic to intermediate understanding of networking concepts, including load balancers, firewalls, DNS, and common network protocols (TCP/IP, HTTP/S).
Application Support Lifecycle: Proven experience in the full lifecycle of application support, including installation, configuration, maintenance, and troubleshooting of business applications.
ITSM Tools: Experience with incident management, problem management, and change management processes and tools (e.g., ServiceNow, Jira).
Desired Skills & Qualifications
RPA Tools: Knowledge of or hands-on experience with Robotic Process Automation (RPA) tools such as Automation Anywhere, Xceptor, or Appian for process automation.
RPA Development: Experience in RPA development and implementation using tools like Automation Anywhere or Appian.
Certifications: Relevant certifications in RPA tools (AA, Xceptor, Appian) or other core technologies (e.g., cloud platforms, databases).
Middleware/Reporting: Understanding of WebSphere Application Server architecture and/or Business Objects reporting.
Industry Knowledge: Prior experience supporting banking applications and infrastructure.
Cloud Experience: Exposure to cloud platforms (e.g., AWS, Azure, GCP) and cloud-native application support.
Professional & Soft Skills
Problem-Solving: Exceptional analytical and advanced troubleshooting skills, with the ability to diagnose root causes and implement effective solutions for complex technical issues.
Communication: Outstanding written and verbal communication skills, including the ability to explain complex technical concepts clearly to diverse audiences, including non-IT stakeholders.
Adaptability: Proven ability to perform effectively under pressure, manage multiple priorities, and adapt quickly to changing requirements and reprioritization in a dynamic environment.
Collaboration: Strong interpersonal skills with a track record of effective collaboration, knowledge sharing, and coordination with various technology and business teams.
Process Improvement: Demonstrated initiative and ability to identify opportunities for process optimization and contribute to the continuous improvement of support operations.
Organizational Skills: Excellent organizational and time management skills, capable of planning and prioritizing workload efficiently.
Continuous Learning: A proactive and curious mindset with a strong willingness and ability to quickly learn new technologies, tools, and programming languages.
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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.------------------------------------------------------
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