Applications Support Sr Manager - C13 - IRVING

The Application Support Senior Manager is responsible for overseeing the day-to-day operations of the application support team and ensure the stability, availability, and performance of business-critical applications. This role involves troubleshooting, overseeing daily support operations, managing escalations, driving process improvements, and collaborating with business and internal stakeholders to support the organization goals.

Responsibilities:

• Provide hands-on Level 3 support for business applications, troubleshoot technical and functional issues.
• Engage directly in diagnosing technical and functional production issues in a timely manner to provide root cause analysis and solutions to prevent future issues.
• Write strong SQL queries/scripts for data analysis and problem resolution.
• Collaborate with Business users to understand application-related issues and requirements.
• Collaborate with cross-functional teams to identify and resolve production issues.
• Monitor and Manage Inbound and Outbound feed SLA breaches.
• Create and maintain documentation related to production process, procedures, issues, and resolutions to improve production support.
• Execute the application support strategy aligned with business objectives.
• Lead and mentor application support teams ensuring high performance and efficiency.
• Coordinate with development and release management teams to ensure smooth deployment of sprint releases with minimal business interruptions.
• Coordinate with SA and EAP teams on the System updates, green zones, and COB activities.
• Provide daily, weekly, and monthly reports on system performance and issue status to senior management.
• Participate in on-call rotation and respond to production issues after business hours.
• Identify opportunities for process improvements and propose solutions with cost and benefit analysis.
• Coordinate with development managers, ensuring the outstanding issues are tracked to closure, particularly long-term strategic fixes.

Qualifications:

• 6-10 years' experience in an Applications Support role
• 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.
• Strong firsthand experience with Enterprise level applications and the workflows.
• Understanding of financial domain (in the areas of Markets data, Funds Transfer Pricing and Liquidity Premium) is an added advantage.
• Consistently demonstrates clear and concise written and verbal communication skills.
• Ability to communicate appropriately to relevant stakeholders.
• Highly proficient in creating and debugging complex SQL queries for data analysis and troubleshooting.
• Efficiently work with Big Data technologies, including Hadoop, Hive, Impala, and Spark.
• Experience in developing and optimizing Unix shell scripts for automation and issue resolution.
• Manage job orchestration using tools like Autosys and other schedulers.
• Experience with ITIL practices and ticketing systems like Service Now and Jira
• Experience with OpenShift for containerized workloads is a plus.
• Experience with Tableau Reporting is an added advantage.

Education:

• Bachelor’s/University degree
• Master’s degree preferred.

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In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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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.

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