Applications Support Sr Manager - Vice President

Applications Support Sr Manager - Vice President

Discover your future at Citi. Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you'll have the opportunity to grow your career, give back to your community and make a real impact.

Job Overview

About the Team: SMBF Production Management

Our Production Management team provides critical business and technical support to the Security Markets, Banking and Functions (SMBF); working collaboratively to ensure that our platforms and services operate for our clients, whenever they need them. We act as highly skilled and valued partners to our businesses. Working as part of our Production Management team, you will help deliver a world class client service and experience, by applying engineering, innovation, learning and risk management across our systems and user environments. We interact with a diverse range of people each day, collaborating to solve problems as well as to anticipate and remove them before they occur. Citi's distinct global network of people, data and relationships creates a mindset that allows us to identify opportunities, manage risks and connect dots for our clients in ways that others cannot. Our people really do make all the difference in our success. We're a forward-thinking team. We're looking for ambitious, capable professionals who thrive on collaboration and want to improve how things are done. In return, we offer rewarding work in a supportive environment, clear opportunities for progression and exciting company benefits.

Role and Position Overview

Citi Wholesale Lending is embarking on a multi-year technology initiative to upgrade our core accounting and servicing application for its Agency, Non-Agency and Bi-lateral businesses globally in order to support growth and strategic objectives including reduction in manual efforts leading to risk mitigation within the environment. The technology stack transformation will include migrating to the Loan IQ platform and exiting current products that support the businesses. A full-service Lending Production Support team will be critical in the transformation programs success.

This is an excellent opportunity for someone passionate about technology, but who possesses knowledge of the LoanIQ product. The Apps Support Manager integrates subject matter and industry expertise within this defined area. Responsibilities include:

• Overseeing the day-to-day operations of the Irving Lending support team
• Ensuring adherence to the global service level, which includes maximizing operational efficiencies, strengthening incident management, problem management and knowledge sharing practices
• Assuring adherence to all support process and tool standards and working with Management to create new and/or enhance processes to ensure consistency and quality in "best practices" across the overall support program
• Providing technical oversight across systems and applications, leveraging skills across multiple apps support areas
• Providing a holistic view of the production environment for both technology and business management, working closely as a trusted partner for business and operations
• Providing guidance on feedback reviews with development managers, ensuring outstanding issues are tracked to closure, particularly long-term strategic fixes
• Performing other duties and functions as assigned
• Performing 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
• Championing stability initiatives to enable application high availability for Business-As-Usual which includes better monitoring, failover, and resiliency
• Being calm and analytical when faced with major incidents on critical systems
• Exhibiting 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
• Focusing on people development, coaching and peer feedback
• Appropriately assessing 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, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Qualifications include:

• 6-10 years' experience in an Apps Support role is essential.
• At least 3 years of experience with LoanIQ Platform.
• Good knowledge of SQL (Oracle dialect is preferable)
• Experience with REST, JMS, SOAP, Microservice
• Experience with Spring Boot, Swagger, Tomcat and JSON and XML processing
• 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
• Effectively share 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 stakeholder
• Capacity Planning/Forecasting exposure a plus

Education: Bachelor's/University degree, Master's degree preferred