Vacancy expired!
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.Key Responsibilities:
- Responsible for working Major Incidents and Business Critical issues to ensure that normal service operations are restored as quickly as possible and minimize adverse impact on the business.
- Identify focal points, then lead blame-less analysis investigations to successfully identify the true root causes and contributing factors of major incidents that impacted the Citi Global Functions Technology organization
- Ensure team complete the necessary reports (RCAs, Post-Mortem Reports) that are comprehensive, complete and accurate and of a high standard of written English and delivered within required service level agreements.
- Responsible for enhancing methodologies, guidelines to increase effectiveness of the function.
- Develops and cultivates multi-functional / multi-sector partner relationships at all levels of the organization
- Keep Problem reports (post-mortem reports) current at all times
- Ensure Problem Management Reporting (Performance Metrics and Customer SLAs) and activities are current and track timely completion.
- Assist the line manager periodically with Audit and Problem governance metrics
- Identify areas of waste and recommend improvements in the form of automation, consolidation or elimination
- Host Problem Management / Operational Excellence meetings with Application / Business / Development areas to track progress of error resolution tasks
- Develop and drive Service Improvement Programs for chronic incidents
- 8+ years in Technology with experience (in an IT related operational support role preferred)
- Fundamental experience with ITIL good practices is a plus
- Operational experience with Problem Management and Incident Management and Service Now is preferred
- Highly proficient interpersonal skills and consistent track record facing off with senior Business/Technology partners
- Bi-Lingual (English / Spanish) skills are a plus
- Highly organized presentation, negotiation and customer service skills
- Creative thinker who challenges the status quo
- Strong analytic/diagnostic skills and attention to detail
- Project management with demonstrable results in improving IT services
- 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 degree or equivalent work experience required
Vacancy expired!