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Head of Application Support for Chief Technology Office (CTO)

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Citi

19d ago

  • Job
    Full-time
    Expert Level
  • Software Engineering
    IT & Cybersecurity
  • London

AI generated summary

  • You must have experience leading global application support teams, strong technical skills, knowledge of best practices, and excellent communication abilities. A bachelor's degree is required, master's preferred.
  • You will lead a global support team, drive continuous improvement, mentor members, manage performance and budgets, enhance service levels, optimize processes, and oversee vendor relationships.

Requirements

  • Proven track record of success in leading and managing global application support teams.
  • Deep understanding of support best practices, methodologies, and tools.
  • Strong technical aptitude with experience in supporting complex applications and platforms.
  • Excellent communication, interpersonal, and stakeholder management skills.
  • Passion for delivering exceptional user experiences and driving operational excellence.
  • Bachelor’s/University degree, Master’s degree preferred

Responsibilities

  • Lead and inspire a high-performing global team dedicated to providing best-in-class support for CTO-developed applications.
  • Foster a culture of continuous improvement, collaboration, and knowledge sharing within the team.
  • Mentor and develop team members to maximize their potential and contributions.
  • Manage team performance, including evaluations, compensation, and career development.
  • Oversee team budget and resource planning.
  • Champion a culture of continuous improvement by spearheading engineering initiatives focused on automation, user adoption, and process optimization.
  • Enhance Citi's safety, soundness, and operational efficiency by proactively identifying and mitigating potential support challenges.
  • Improve service levels by maximizing operational efficiencies and strengthening incident management, problem management, and knowledge-sharing practices.
  • Drive efficiencies through root cause analysis reviews, knowledge management, performance tuning, and user training.
  • Formulate and implement a framework for managing application capacity, throughput, and latency.
  • Define and implement application onboarding guidelines and standards.
  • Guide development teams on application stability and supportability improvements.
  • Participate in business review meetings, aligning technology strategies with business requirements.
  • Manage vendor relationships, including oversight for all offshore managed services.
  • Ensure adherence to all support process and tool standards, and collaborate with management to enhance processes and implement best practices.

FAQs

What is the primary responsibility of the Head of Application Support for CTO at Citi?

The primary responsibility is to lead the global CTO Application Support team, ensuring a seamless experience for users of Citi's internally developed applications, particularly in areas like Artificial Intelligence, Developer Services, and Digital Assets.

What qualifications are required for this position?

Candidates should have a proven track record of success in leading global application support teams, a deep understanding of support best practices, strong technical aptitude, and excellent communication and interpersonal skills.

What kind of team management experience is expected for this role?

The role requires experience in leading and inspiring high-performing global teams, fostering a culture of continuous improvement and knowledge sharing, and managing team performance, evaluations, and career development.

Is a higher education degree preferred for this position?

Yes, a Master’s degree is preferred, although a Bachelor’s/University degree is required.

What specific areas are included in the service delivery and optimization responsibilities?

Responsibilities include championing continuous improvement initiatives, enhancing operational efficiencies, managing incident and problem management, and formulating a framework for application capacity and performance management.

Should the Head of Application Support collaborate with development teams?

Yes, the role involves guiding development teams on improving application stability and supportability, as well as participating in business review meetings to align technology strategies with business needs.

Are there benefits associated with this position?

Yes, employees receive competitive salaries, annual leave, award-winning pension schemes, life assurance, private medical insurance, and customizable benefits that include various lifestyle options.

Does Citi provide support for new parents?

Yes, Citi offers a competitive maternity, paternity, and adoption leave scheme.

How does Citi demonstrate its commitment to diversity?

Citi showcases its commitment to diversity through various networks, an on-site multi-faith room, and a focus on growing a diverse workforce.

Are there any accommodations for applicants with disabilities?

Yes, Citi provides reasonable accommodations for applicants with disabilities to assist them in using search tools and applying for career opportunities.

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Citi

Finance
Industry
10,001+
Employees
1998
Founded Year

Mission & Purpose

Citigroup Inc. or Citi is an American multinational investment bank and financial services corporation headquartered in New York City. Citi's operation is to provide financial services that enable growth and economic progress. Core activities are safeguarding assets, lending money, making payments and accessing the capital markets.

Benefits

  • Live Well, Stay Healthy

    Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country.

  • Paid parental leave

    We believe all parents deserve time to adjust to parenthood and bond with the newest members of their families. That’s why in early 2020 we began rolling out our expanded Paid Parental Leave Policy to include Citi employees around the world.

  • Save well, for now and your future

    We empower our employees to manage their financial well-being and help them plan for the future.

  • Keep learning

    Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.

  • Be well, take time off

    We have a variety of programs that help employees balance their work and life, including generous paid time off packages.

  • Support Your Community

    We offer our employees resources and tools to volunteer in the communities in which they live and work. In 2019, Citi employee volunteers contributed more than 1 million volunteer hours around the world.