Application Support Lead - Vice President

Citi•Mississauga, ON

3d•Onsite

About The Position

This role is required to provide L2 business support and technical support leadership to GCMS and 5 other franchise critical applications of Markes Operations technology during NAM Hours. The Application Support Tech Lead Analyst will contribute to existing business standards, exhibit communication skills to influence and convince partners, and relevant stakeholders. He/She will be responsible for volume, quality, timeliness, and delivery of end results for GCMS, OTC and MONET applications. The new position in NAM region will strengthened our 'follow the sun' support model. In this role, you will liaise closely with your colleagues in the America, Pune, Sydney, Canada, and Belfast to ensure 24 x 5 coverage of the application. Flexibility in working hours required to cover business start-up and close, and any additional demands of the business. You will be expected to cover occasional weekend coverage on a rotational basis to support release cycles and participate in disaster recovery testing.

Requirements

6+ years experience
Practical problem solving and strategic thinking skills
Demonstrated leadership, interpersonal skills and relationship building skills
Service oriented attitude
Ability to work in a fast-paced environment
Experience working or leading requirement gathering efforts for multiple large development projects at one-time
Proficient using basic technical tools and systems
Good interpersonal and communication skills
Bachelor’s/University degree, or equivalent work experience

Responsibilities

Provide user support for critical GCMS,OTC and Monet platforms.
Support all aspects of GCMS, OTC and Margin trade flows including SOD/ EOD/ Intraday risk and regulatory reporting.
Start of day checks, continuous monitoring of application and underlying infrastructure and regional handover at end of day.
Raise problems to appropriate technology and business teams, while adhering to Service Level Agreements.
Act as a liaison between users/traders, interfacing internal technology groups and vendors, as well as being a liaise with developers and other technical support services (i.e. Unix SA’s, Market Data Teams).
Ensure high application availability by performing system health checks and preventative maintenance tasks.
Ensure all productions issues are logged and updated as per the Support team policies and procedures.
Participate in application releases, from development, testing and deployment into production.
Diagnosis and resolution of users issues and escalation of problems using the problem management tools.
Collaboration with Development colleagues to prioritize bug fixes and support tooling requirements.
Develop and maintain technical support documentation.
Effectively share information with other support team members and with other technology teams.
Provide hands-on application support, which involves weekend coverage on a rotational basis.
Provides technical oversight across systems and applications, leverage skills across multiple apps support areas.
Provide guidance on feedback reviews with development managers, ensuring outstanding issues are tracked to closure, particularly long-term strategic fixes.
Performs controlled resolution of incidents and problems including prioritization and escalation to relevant groups when appropriate, root cause analysis of all problems with follow-through to resolution.
Consults with the primary clients of the application in conjunction with development managers in order to understand the strategic objectives of users.
Requires awareness of audit and compliance related issues.
Contributes to formulation of strategies for apps support and other functional areas.
Champion stability initiatives to enable application high availability for Business-As-Usual which includes better monitoring, failover and resiliency.
Ability to handle incidents, problems and change at a global enterprise level. Calm and analytical when faced with major incidents on critical systems.
Manages customer satisfaction requirements of operational procedures to achieve a suitable outcome for all stakeholders.
Exhibits sound and comprehensive communication and diplomacy skills to exchange complex information with inherent confidence with operations and technology partners on a regional or global basis.
Performs other duties and functions as assigned.
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.