GFTS GPA Applications Support Group Manager - R2017226 - C14

Citi ,
Belfast, Antrim
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Job Description

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 and support stability improvements. + Work with team members on coaching 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. + 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. + Coordinate with different groups within GPA (Prod support, Middleware, Monitoring, etc.) as well as outside GPA (SA, DBA, App team, regional teams etc.) to handle escalations and ensure activities get completed. + Identify structural, process, platform, and/or other recurring issues, diagnose them (root cause analysis), build consensus around plans to correct them and then execute the plan. + Overall responsibility for Production Support for the portfolio. Authority to make decisions and/or resolve issues that fall within or are affected by the scope of the applications under his/her domain. + Work closely on issues/problems with users/clients, GPA, Portfolio SMT's/Apps Mgrs. (as appropriate and wherever applicable) that arise to help facilitate resolutions and implement permanent remediation on all Incidents, Major Incidents, and Problem Tickets. + Single point of contact for the day-to-day production support concerns which need to be taken up within GPA. + Participate in scheduled project status meetings affecting his/her portfolio as well as all Executive Status and overall program management calls that occur. + Drive continued cost reductions and efficiencies across the portfolios supported by means of Root Cause Analysis reviews, Knowledge management, Performance tuning, and user training. + Assure adherence to all support process and tool standards and work with GPA Management to create new and/or enhance processes to ensure consistency and quality in "best practices" across the overall support program + Ensure overall compliance of all portfolio applications includin

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