APPLICATION SUPPORT MANAGER

Citi, the leading global financial services company, has some 200 million customer accounts and does business in more than 100 countries, providing consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, and wealth management. Additional information may be found at www.citigroup.com or www.citi.com Citi Inc. and its subsidiaries ("Citi") are equal opportunity employers M/F/D/V and do not discriminate on the basis of any legally protected status or characteristic.** This position will require be on call (24/7) whenever needed and can be based in Boston, MA; Jersey City, NJ; Roseland, NJ; or Dublin, Ireland ** Securities Fund Services (SFS), a business unit within Global Transaction Services (GTS), is continuing to grow and expand. To support this growth, the technology organization needs to add critical technical staff focused on enhancing and supporting core processing functions, creating an industry leading global fund servicing platform. - Manage Production Support team- Provide post-incident reporting and root cause analysis- Maintain and support applications and their operating environments- Manage periodic production support meetings with business, identifying trends and managing costs- Assist in the testing of changes to applications and their operating environments- Ensure the availability of applications for the client and assist in problem management and resolution- Support of offsite business recovery and technology disaster recovery testing- Assist in ensuring technology management policies are adhered to; may provide technical solutions on application problems- Make decisions / recommended solutions that can impact overall outcome of job assignments- Track and quantify production support issues, creating the MIS to evaluate each application, vendor and process- Represent production support for internal, external, and client audits- Provide escalation and communication channels for clients related to production support issuesVendor Management§ Coordinate troubleshooting with vendors § Track and provide metrics on vendor systems regarding reliability§ Work with vendor management team to make systems more reliableDocumentation§ Review and update production support documentation of daily tasks as necessary§ Review and update contingency documentation procedures§ Write support documentation procedures§ Ensure application test and checkout plans are updatedBusiness Knowledge§ Understand environment of business area supported§ Understand the business structure and flows§ Possess working knowledge of end-to-end applications supporting the business flow§ Understand business terminology§ Translate business issues into technology requirementsCommunication Skills§ Possess client facing communication skills§ Communicate issues using both technical and non-technical language§ Interact with employees and managers at all levelsProject Management / Administration§ Interact with developers and team members in a matrix structure§ Act either independently or as part of a team§ Plan and organize workloads to meet tight timelines§ Providing feedback to development teams related to how systems operate in production – feedback loop to increase qualityTechnical Capabilities§ Possess strong technical analysis skills§ Skilled in appropriate technologiesMaintaining CIB Tech policies and procedures§ Developing, maintaining, and operating within CIB Tech policies and procedures§ Continuously assessing the CIB Tech policies and procedures and improving as requiredGeneral Responsibilities§ Rotation of off-hour, weekend and holiday support required§ Comply with all Citigroup policies and procedures§ Manage or participate in various projects as deemed appropriate by management§ Comply with all Citigroup security standardsTechnical Skills- Degree or certification in computer science related field. - Candidates should have 5+ years of experience in information processing for financial services. - Experience with managing production support of financial software, distributed environment technology (NT and UNIX based), mainframe system knowledge (OS370, DB2), Internet delivery techniques (XML, JAVA, JSP, web based reporting), ETL (Ab Initio), network messaging and connectivity (MQ, FTP secure e-mail) and relational databases (SQL server). - The ideal candidate will have a multi-disciplinary skill set encompassing staff management, project management and financial skills.   Non- Technical Skills- Must have 5+ years experience in the financial industry, preferably servicing asset management business or mutual fund relationships. - Important to have ability to bridge business and technology development areas. - Must have excellent writing, oral and organizational skills. - Must demonstrate people leadership / management skills and the ability to influence, motivate and drive a small team.- Must have strong focus on control; be a quick learner; have strong interpersonal skills; have excellent written and verbal skills; be a relationship builder and a team player, - Must have program management skills. - Should demonstrate ability to work with vendors, consultants and external service providers.