• Competitive
  • Singapore
  • Permanent, Full time
  • Citibank NA
  • 23 Sep 17

Applications Support Group Manager

Applications Support Group Manager

  • Primary Location: Singapore,Singapore,Singapore
  • Education: Bachelor's Degree
  • Job Function: Technology
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 17062493


Apps Support Group Manager
Job Description:
Job Purpose:
  • This role is for a senior production support manager to manage Securities Services Production Services teams in the Asia-Pacific region, whom are supporting eight business lines in a range of technical, business-facing and client-facing capacities. Teams provide support to global businesses during the APAC timezone, and work in close partnership with their colleagues in other regions to provide a collective global service. The APAC businesses within Securities Services are distributed among 16 countries, with a significant presence in Kuala Lumpur and Singapore
  • The successful applicant will manage approximately 35 full-time and 40 vendor staff in the region, and will report to the Global Head of Securities Services PS and APAC Head of Markets and Securities Services PS
Job Background/Context:
  • The Securities Services PS group provides holistic technology services to a spectrum of businesses within the Institutional Clients Group. Businesses supported are Futures, Direct Custody and Clearing, Global Custody (Distributed and Mainframe), Alternative Investments, Issuer, and Data Analytics and Delivery. The group aims to provide continuously improving services in a consistent manner regardless of asset class, focusing on four key themes: Platform stability, operational efficiency, operational effectiveness, and talent management. Our focus is on enabling our businesses and giving staff opportunity to develop their careers, where internal mobility and personal development is actively encouraged
  • The Securities Services Technology department, part of the wider Markets and Securities Services Technology group (MSST), forms part of the ICG Technology group within Citibank. MSST undertakes systems development (analysis and programming) and systems support for a large number of corporate clients around the globe
  • The systems supported are key systems within Citi. We are interested in hearing from people with strong experience of managing distributed technical and business-facing support teams
  • The system sets we support include client-server architecture, middleware applications, data transfers, large-scale applications, databases, batch jobs and real time users
  • This is a fast paced environment where you need to respond quickly but calmly to issues as they arise. The ideal candidate should be technically astute, well organized, pro-active and be comfortable discussing issues with business and technical users at all levels. They also need to possess good multi-tasking skills
  • We operate a broad range of work patterns, some of which may require late and weekend work or on-call, on a rota basis
Key Responsibilities:
Team Management:
  • Oversight and management of production services groups
  • Escalation of production issues, ensuring correct processes are followed
  • Engage with key business stakeholders to ensure strategy aligned with business needs
Business Knowledge:
  • Understand environment of the business area supported
  • Understand the business structure and flows
  • Possess working knowledge of the end-to-end applications supporting the business flow
  • Understand business terminology
Communication Skills:
  • Possess client facing communication skills
  • Communicate issues clearly using both technical and non-technical language
  • Interact with employees and managers at all levels
Project Management/Administration:
  • Interact with developers and team members in a matrix structure
  • Act either independently or part of a team
  • Plan and organize workloads to meet tight timescales
  • Technical Co
  • Possess strong technical analysis skills
  • Skilled in appropriate technologies
Key Relationships:
  • Global/Regional production management team managers and team members
  • Global/Regional development leads and their team members
  • Citi's technology/Infrastructure teams i.e. server/hardware support, networks, storage, messaging and etc.
Development Value:
  • The candidate is expected to be dynamic, flexible with a high energy level as this is a demanding and rapidly changing environment;
  • The job will give exposure to a range of technologies and other technical teams;
  • There will be the opportunity to work with various business teams and to expand business knowledge


Person Specification:
  • Experience of managing geographically diverse groups across different business lines
  • Experience of senior stakeholder management
  • Project management with demonstrable results in improving IT services
  • Quality orientation with a strong eye for detail
  • Process driven approach with an appreciation of industry best practice
  • Outstanding written and spoken communication skills
  • Detailed-oriented, with strong analytical skills
  • Develops and maintains effective and positive working relationship with peers, stakeholders and management
  • Pro-active, organised, thorough and energetic
  • Excellent communicator, presenting to senior management level stakeholders
  • Manager of managers in a diverse distributed environment
  • Demonstrable track record of impactful organisational improvement

Technical Skills:

  • SQL Server/Oracle
  • Database performance and tuning
  • Unix/AIX
  • Storage technologies
  • Network technologies
  • Mainframe technologies
  • Desirable Additional Skills
  • Project management
  • Marketing
  • Proven leadership skills
  • Incident management
  • ITIL
  • Demonstrable senior Application Support or project management experience relating to distributed teams and managing managers
  • Drive and determination; Demonstrates self-motivation and drive and shows determination to achieve goals
  • Analysis and problem solving:
    • Identifies the key issues in situations, analyses the data, recognizes the root cause of problems and generates successful solutions
  • Proactivity and Initiative: 
    • Self starting. Seizes opportunities and acts upon them. Controls events by making suggestions and proposing actions. Completes tasks, projects and plans before being asked
  • Building Relationships:
    • Maintains good relationships with colleagues and builds strong professional networks. Recognizes and understands the needs of others, aware of own personal style
  • Innovation and Creativity:
    • Creating new and imaginative approaches to work related issues.  Questions traditional approaches and demonstrates creativity in the generation of ideas and vision
  • Communication Skills:
    • Expresses ideas effectively using a range of communication styles, skills and processes
  • Influencing and Persuasiveness:
    • Influences, convinces or impresses others in a way that results in acceptance, agreement or behavioral change