Apps Support Senior Manager

**Responsibilities**: - Manages one or more apps support teams. - Provide a holistic view of the production environment for both technology and business management, working closely as a trusted partner for senior business heads. - Provide 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. - Requires awareness of audit and compliance related issues. - Contributes to formulation of strategies for apps support and other functional areas. - Ability to handle incidents, problems and change at a global enterprise level. Calm and analytical when faced with major incidents on critical systems. - Responsible for delivery of end results and shares responsibility for budget management which 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. - Focus on people development, evaluating subordinates' performance and making decisions on pay increases, hiring, terminations and other personnel actions and deputize for the regional support manager. - Performs other duties and functions as assigned **Qualifications**: - 6-10 years experience in an Apps Support role (or similar in Software Development) would be an added advantage, but not essential - Experience with people management - 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 stakeholders - English to independently communicate with stakeholders is a MUST (verbal and written) - Soft Skills and Talent Management are essential, as our team is the most important asset we have. - SRE methodology and experience is a HUGE PLUS. - Must be technically astute. - Ability to create and inspire a trusty environment within own team. - Maintain a healthy balance between work and life for the organization. **Technical Qualifications** - Strong background in Distributed Applications/Environment. - General knowledge on integration technologies (i.e. NDM, MQ, etc.) and Relational Databases (i.e. Oracle, DB2, MS-SQL, etc.) - Knowledgeable on ITIL (Incident and Problem Management) is a MUST. - Desirables that could be a plus: Expertise on monitoring tools (i.e. ITRS), ServiceNow general knowledge. **Education**: - Bachelor’s/University degree, Master’s degree preferred Esta y todas las ofertas de **Citigroup Services Chile SPA** se encuentran bajo el marco de la Ley N°21.015 que incentiva la inclusión de personas en situación de discapacidad al mundo laboral. - **Job Family Group**: Technology - **Job Family**: Applications Support - **Time Type**: Full time - Citi is an equal opportunity and affirmative action employer. Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**. View the **EEO Policy Statement**. View the **Pay Transparency Posting