Application Support Lead - Vice President

GCMS is an ECA app with Payment settlement stability a top priority for the firm. Current business support requires a dedicated support lead for GCMS, OTC and MONET during NAM hours owing to the business volume in this region. This role is required to provide L2 business support and technical support leadership to GCMS and 5 other franchise critical application of Markes Operations technology during NAM Hours.

Application supported: GCMS, Oasys Settlements, Confirmations Manager, Margin Ops Netted Exposure Tracking (MONET), Oasys Trade processor and, Oasys Margin.

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. At present the team is mainly based in India which is impacting our service to business in NAM as large percentage of settlement and business queries occurs during NAM. 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.

Functional 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.
· You will be expected to 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 ( 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.

Recommended Qualifications:

• 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

Education:

• Bachelor’s/University degree, or equivalent work experience

------------------------------------------------------

Job Family Group:

Technology

------------------------------------------------------

Job Family:

Applications Support

------------------------------------------------------

Time Type:

Full time

------------------------------------------------------

Primary Location Full Time Salary Range:

$120, - $170,

------------------------------------------------------

Most Relevant Skills

Please see the requirements listed above.

------------------------------------------------------

Other Relevant Skills

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

------------------------------------------------------

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.

------------------------------------------------------

------------------------------------------------------