Application Support Lead Analyst - Vice President

Vice President Of Application Support

We are seeking an experienced Vice President of Application Support to lead the production support function for multiple mission-critical enterprise applications within our global technology organization. This role requires a hands-on technical leader who can balance strategic oversight with deep technical expertise, driving operational excellence while fostering innovation through AI/ML and automation. The successful candidate will manage cross-functional teams, ensure high availability of critical systems, and serve as a trusted advisor to senior business and technology stakeholders across the organization.

Responsibilities:

• The Apps Support Tech Lead Analyst is responsible to partner with multiple technology teams to ensure appropriate integration of functions to meet goals; identify and define necessary system enhancements; analyze existing system logic, identify problems; and recommend and implement solutions.
• Provides expertise in area and an advanced level of understanding of the principles of apps support.
• Formulates and defines systems scope and objectives for complex, high impact application enhancements and problem resolution through in-depth analysis and evaluation of complex business processes, systems and industry standards; documents requirements.
• Partners with multiple technology areas and management teams to ensure appropriate integration of functions to meet goals.
• Works closely with Product Owners, Business Analysts and Systems Analysts to determine and document Systems impacts and support requirements
• Considers the implications of the application of technology to the current environment.
• Identifies risks, vulnerabilities and security issues; communicates impact; proposes risk mitigation options.
• Acts as advisor or coach to new or lower level analysts; allocates work.
• Provides in-depth analysis with interpretive thinking to define problems and develop innovative solutions.
• Directly impacts the business by influencing strategic functional decisions through advice, counsel or provided services.
• Persuades and influences others through strong and comprehensive communication and diplomacy skills
• 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.

Recommended

Qualifications:

• 6-10 years experience
• Practical problem solving and strategic thinking skills
• Demonstrated leadership, interpersonal skills and relationship building skills
• Service oriented attitude
• Ability to work in a fast-paced environment
• Experience working or leading requirement gathering efforts for multiple large development projects at one-time
• Proficient using basic technical tools and systems
• Good interpersonal and communication skills

Education:

• Bachelor's/University degree, Master's degree preferred

Key Responsibilities

• Own end-to-end production support for a portfolio of enterprise-level applications, ensuring 24/7 availability, performance, and resilience across global markets
• Lead incident, problem, and change management processes, including root cause analysis, post-incident reviews, and implementation of long-term strategic fixes to prevent recurrence
• Drive the adoption of AI/ML and Generative AI techniques within support operations, including AIOps for anomaly detection, predictive alerting, LLM-based runbook automation, and prompt engineering for intelligent troubleshooting
• Provide strategic technical leadership across distributed application architectures, including microservices, containerized platforms (Open Shift, Kubernetes), messaging middleware (Kafka, Tibco EMS, MQ), and hybrid cloud environments
• Collaborate closely with development, infrastructure, and business teams to ensure seamless integration of new features, system enhancements, and technology upgrades while…