Application Support Operations Lead - Vice President

The Application Support Operations Lead 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 that others will operate under. Requires an 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. Developed communication and diplomacy skills are required 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.

• Manages one or more apps support teams.
• Provides technical oversight across systems and applications; leverages skills across multiple apps support areas.
• Provides a holistic view of the production environment for both technology and business management, working closely as a trusted partner for senior business heads.
• Provides 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 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.
• Champions stability initiatives to enable application high availability for Business‑As‑Usual, which includes better monitoring, failover and resiliency.
• Handles incidents, problems and change at a global enterprise level. Remains calm and analytical when faced with major incidents on critical systems.
• Responsible for delivery of end results and shares responsibility for budget management that 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.
• Performs other duties and functions as assigned.
• Appropriately assesses risk when business decisions are made, demonstrating consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, and effectively supervising the activity of others and creating accountability with those who fail to maintain these standards.

• 6‑10 years experience in supporting the production environment.
• Strong operations background with the ability to act as a liaison between technology and business teams, translating technology issues into operational and business impacts and driving effective stakeholder engagement.
• 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.
• Experience with application support is an added advantage, but not essential.
• Effectively shares 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 stakeholders.

• Bachelor’s or University degree or equivalent experience, Master’s degree preferred.

Jacksonville, Florida, United States

$ - $

Benefits include medical, dental and vision coverage; 401(k); life, accident and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave) and paid holidays.

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other characteristic protected by law.

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