AI and DevOps Platform Support Manager

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Job Overview

AI and DevOps Platform Support 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.

We are seeking an experienced and motivated Manager to lead our AI and DevOps Platform Support team in Canada. This role is responsible for ensuring the stability, reliability, and performance of our critical AI and DevOps platforms. The team supports a wide range of services, including multiple AI applications, developer tools, and CI/CD pipeline technologies used by teams across the organization. The ideal candidate will lead a team of support engineers, manage incident and problem resolution, and collaborate with engineering and development teams to improve platform services and supportability. Involved in short- to medium-term planning of actions and resources for own area.

Responsibilities:

Demonstrates an in-depth understanding of how apps support integrates within the overall technology function to achieve objectives; requires a good understanding of the industry.

· Vendor relationship management including oversight for all offshore managed service.

· Improve the service level the team provides to our end users, which includes maximizing operational efficiencies, strengthening incident management, problem management and knowledge sharing practices.

· Guide development teams on application stability and supportability improvements.

· Formulate and implement a framework for managing capacity, throughput and latency.

· Define and implemented application on-boarding guidelines and standards.

· Work with various team members on coaching them on how to maximize their potential, work better in a highly integrated team environment and focus on bringing out their strengths.

· Drives continued cost reductions and efficiencies across the portfolios supported by means of Root Cause Analysis reviews, Knowledge management, Performance tuning, and user training

· Evaluates subordinates' performance and makes decisions on pay increases, hiring, terminations and other personnel actions.

· Participates in business review meetings, relating technology tools strategies to business requirements.

· Assures adherence to all support process and tool standards and work with Management to create new and/or enhance processes to ensure consistency and quality in “best practices” across the overall support program

· Performs other duties and functions as assigned

· Act as the primary point of contact for platform matters, defining the vision and roadmap in partnership with engineering leaders and business stakeholders.

· Champion the platform's resilience strategy by planning and executing wargaming scenarios, chaos engineering tests, and disaster recovery drills.

· Drive a comprehensive automation strategy to reduce manual toil, improve deployment velocity, and identify opportunities to leverage AI for operational intelligence.

· Define and drive the enterprise-wide observability strategy, ensuring the team has the tools and insights needed to guarantee platform health, performance, and cost-effectiveness. This includes overseeing monitoring, logging, tracing, and alerting

· Remain hands-on and maintain a deep technical understanding of the platform architecture and services

· Oversee the operational health of all production platforms (including OpenShift, ECS, CI/CD), ensuring SLAs are met and a robust incident management process is in place

· Implement and manage comprehensive monitoring and observability strategies to ensure proactive issue detection, performance analysis, and system health checks across all supported platforms.

Qualifications:

• 10+ years relevant experience

• Relevant experience in a technical leadership or management role with demonstrated success in building and scaling a high-performing support team

• Experience of senior stakeholder management

• Project management with demonstrable results in improving IT services

• Exceptional communication and presentation skills, with the ability to articulate a technical vision and report on key metrics to senior leadership

• A strong track record of developing and executing a strategic roadmap for a technical platform, balancing new features with a dedicated "book of work" for stability

• Demonstrable experience leading resilience initiatives such as wargaming, disaster recovery planning, and incident response simulation

• 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

• Hands-on experience with modern observability and monitoring tools (e.g., Prometheus, Grafana, Splunk)

Education:

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

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Job Family Group:

Technology

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Job Family:

Applications Support

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Time Type:

Full time

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Primary Location Full Time Salary Range:

$145,100.00 - $217,700.00

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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Automated Processing and AI

We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.

Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.

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This job opening is for an existing job vacancy.

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