• Competitive
  • Singapore
  • Permanent, Full time
  • Citibank NA
  • 13 Dec 17

Applications Support Senior Manager

Applications Support Senior 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: 17071028


Applications Support Senior Manager
A position exists for a Production Support Manager to oversee the Production Level 2 support team within the ICG Production Support Group.  The team manages the day-to-day availability of the applications and ensures issues or status updates are accurately communicated to Level 1 support and to business users.

The successful candidate will manage a team that supports OneSource and InView global applications primarily in APAC and also share the support of these apps in EMEA, to ensure seamless 24 x 7 support. In addition, they will work closely with Level 1 Support, development teams, infra teams and the CPB business. 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. The support team works shifts through its team members located in Asia and in Europe. The Production Support Manager should have technical experience and hands on support skills to fill in for staff if necessary.
The ideal candidate must have strong motivation and ability to drive, lead and be successful in their endeavors, great collaboration and team building skills will be a key factor to the success of the this manager. The candidate should be technically astute, well organized, and proactive and be comfortable discussing issues with business and technical users at all management levels. They will be responsible for providing strategic direction to the support team, dedicated to manage Level 1 and 2 support of internal and external client facing applications & release implementations, and disaster recovery. They would be required to build relationships with key stakeholders; Technology, Operations, and Product. They will also be required to lead vendor management for our key vendors as necessary
The APAC/EMEA support team, along with support teams in other regions, is often required to share after hours support, or on weekends, for application deployments and other maintenance activities. The candidate must be willing and able to closely monitor and manage these activities
Key Responsibilities:
Required Experience
  • 10+ years of experience in the Technology field including hands on in both development and production support roles, in large scale, global financial services organizations
  • 5+ years experience in large scale enterprise application development, preferably in financial domain
  • Senior level experience as a member of a Production Support group in a high availability / mission critical environment
  • Experience in providing communications across business and technology stakeholders at varying levels, across a medium to large scale enterprise
  • Experience in working with various interfacing teams across multiple locations and time-zones 
  • Experience in supporting multiple applications, establishing ITIL best practices processes and procedures
  • Experience in planning, designing and executing effective support and process models
  • Understanding of Software process Models like Agile, Waterfall etc.
  • Experience in Incident, Problem Management: Incident tracking & reporting; Problem tracking & reporting until resolution to ensure reduction of production Incidents
  • Experience in or participation in Capacity Planning, Re-Engineering, Performance Fine Tuning and Cost Optimization is desired
  • Desire experience in setting up and working with Diagnostics and Analytical tools like HP Diagnostics, ITRS, RTView etc. that improves efficiency. Automated Deployment tools like uDeploy etc.
  • Desire experience in Infrastructure Migrations: Hands on experience in planning and executing DB Migrations, Server Migrations, Version Upgrades from the production support perspective
  • Desire experience in change and Release Management: Ensure timely Review and Sign off on all application related changes. Ensure proper deployment within the timeline and post implementation Application Availability
  • Desire experience in Planning and Executing the COB test of in house applications and Vendor Applications involving multiple data centers, stake holders, Multiple locations and time zones.
  • Experience in dealing with Vendor Application Teams: Co-ordinate with Vendor Support teams on Vendor Application issues & Version upgrades
  • Minimum educational level - Bachelor's Degree in Computer Science or related field, advanced degree a plus
  • Desire 8 years recent experience as a production support manager with a minimum of 7 global analysts/staff within a large scale, global financial services organization(s)
  • Excellent communication, collaboration and interpersonal skills
  • Capable of working in a fast-paced environment in institutional financial services.
  • Experience in working with various Technology partners and manage the conflicts in terms of people, finance, time
  • Proven experience in successfully managing internal and external audits/requirements
  • Experience compiling and presenting prod support governance presentations to very senior levels of management.
  • Solid experience and proven ability in vendor management of onshore and offshore global team model
  • Desire extensive SQL experience as well as working knowledge of Unix, Windows, ETL, Oracle, Weblogic, Autosys, Java
  • Bachelor's Degree in Computer Science, MIS or Computer Applications (advance degree is a plus)
Desired Personal Skills
  • Ability to work in an Offshore/Onsite support model
  • High attention to detail
  • Ability to develop collaborative relationships  and communicate to management in a clear, concise manner
  • Ability to maintain high standards despite pressing deadlines
  • Ability to solve problems quickly and efficiently
  • Ability to step back and understand the context of problems
  • Strong knowledge of general business, corporate and government cultures
  • Ability to handle highly sensitive, confidential and non-routine information
  • Self-starter with excellent anticipation skills; problem solving; follow up
  • Demonstrated dependability and sense of urgency about getting results
  • Demonstrates high degree of integrity and confidentiality
  • Strong organizational skills
  • Comfortable working in a sometimes hectic, high pressure environment
  • Ability to work well under pressure, adapt to unexpected events, prioritize and multi-task in a deadline driven environment
  • Must be able to prioritize a variety of time-sensitive tasks
  • Must have excellent judgment; independent thinker and resourceful
  • Team player with a positive attitude
  • High degree of integrity, professionalism, diplomacy and discretion required


Essential Skills
  • Bachelor Degree or higher in related field with overall 8-10+ years of experience
  • IT Support experience working in Unix (AIX,Sun Solaris or LINUX)  & Windows environments
  • Experience writing (basic) & debugging Shell scripts, batch scripts and Pearl scripts
  • Considerable experience in writing Database queries for generating capacity, performance reports and Adhoc reporting, etc
  • Experience supporting RDBMS DB like ORACLE, Sybase, MS SQL & DB2
  • Comfortable Working with Code Debugging tools Debugging JAVA & Net code, DB Procedures
  • Supported Applications deployed in Websphere, Weblogic, IIS and Tomcat
  • Comfortable with Object Oriented Technologies, JAVA, Net etc
  • Familiar with Autosys, Cron and Windows scheduling and setup
  • Understanding of client server architecture (clustered and non-clustered)
  • Basic Networking knowledge ( Load balancers, Network Protocols)
  • Working knowledge of Lookup Active Directory Protocol(LDAP) and Single Sign On concepts
Additional  Skills (preferable)
  • Supported Applications that integrated with MQ, TIBCO and SONIC messaging tools
  • Supported Applications on Mainframe
  • Experience supporting Vendor Applications such as  Anova,MS CRM, BI, Charles River, Bondedge, Perform,
  • Experience working in Multiple Application Support Model is preferred
  • Subject matter expert level user of ServiceNow including the metrics reporting facility
  • Working knowledge of the Account and Portfolio Performance engines ANOVA (formerly DST)
  • NetX360, Bondworks, Flexcube etc is a plus
  • Certified in ITIL v3 or higher
  • Experience managing a Global Wealth Management applications in the areas of client reporting (including performance reporting), client onboarding (CRM, KYC), investments and banking, as well as internal and external client websites
  • Experience in supporting applications executing on IBM Mainframe (batch, CICS, DB2, VSAM)
About Citi:
Citi has 12,000 offices in 140 countries around the globe We have been around for nearly two centuries and over that time, have cultivated the world's largest financial services network Today, Citi is built on the experience of 300,000 employees
Present in Singapore since 1902, Citi is deeply embedded in the financial services sector and is represented in nearly every asset-class Citi's Institutional Clients Group, Global Consumer Banking, International Personal Bank, Citi Global Wealth Management and Citi Private Bank are all leaders in their respective fields, contributing significantly to Citi's performance in Singapore Providing employment to 9,000 people Citi is now the largest banking employer in Singapore