Citigroup Careers – Support Manager

Job Description:

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.

Job Responsibilities:

• 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
• 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
• 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.
• 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.
• 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.
• Performs other duties and functions as assigned

Job Requirements:

• 10+ years relevant experience
• Post-Graduation in relevant field preferred
• Consistently demonstrates clear and concise written and verbal communication skills
• Ability to communicate appropriately to relevant stakeholders
• Project management with demonstrable results in improving IT services
• Capacity Planning/Forecasting exposure a plus
• Senior to advanced level experience in an Apps Support role with commensurate experience in people management.
• Experience of senior stakeholder management
• Bachelor’s/University degree, Master’s degree preferred
• Effectively share information with other support team members and with other technology teams
• Ability to plan and organize workload

Job Details:

Company: Citi

Vacancy Type: Full Time

Job Location: Mississauga, ON, CA

Application Deadline: N/A

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