Apps Support Group Manager - Pega & AI

The Apps Support Group Manager is accountable for management of complex/critical/large professional disciplinary areas. Leads and directs a team of professionals. Requires a comprehensive understanding of multiple areas within a function and how they interact in order to achieve the objectives of the function. Applies in-depth understanding of the business impact of technical contributions. Strong commercial awareness is a necessity. Generally accountable for delivery of a full range of services to one or more businesses/ geographic regions. Excellent communication skills required in order to negotiate internally, often at a senior level. Some external communication may be necessary. Accountable for the end results of an area. Exercises control over resources, policy formulation and planning. Primarily affects a sub-function. Involved in short- to medium-term planning of actions and resources for own area. Full management responsibility of a team or multiple teams, including management of people, budget and planning, to include performance evaluation, compensation, hiring, disciplinary actions and terminations and budget approval.

Responsibilities:

• Lead production support for mission-critical Pega & AI platforms, ensuring system availability, performance, and continuity across environments
• Demonstrates an in-depth understanding of how apps support integrates within the overall technology function to achieve objectives; requires a good understanding of the industry.
• Own end-to-end incident management — from detection through resolution and post-incident review — using observability tools such as Splunk, Grafana, Prometheus, ELK, and OTEL to minimise business impact and reduce recurrence.
• Vendor relationship management including oversight for all offshore managed service.
• Partner with product owners, business analysts, and engineering teams across multiple technology areas to document system impacts, surface support requirements, and align on delivery priorities.
• Evaluate risk exposures, security vulnerabilities, and platform gaps — communicating findings clearly to technical and business stakeholders and proposing actionable mitigation strategies.
• Develop and maintain automation scripts and tooling using Python, Java, or equivalent languages to reduce manual intervention, accelerate incident resolution, and improve platform observability.
• Act as a technical mentor to junior engineers, guiding workload allocation, sharing expertise, and raising the overall engineering standard of the support function.
• Improve the service level the team provides to our end users, which includes maximizing operational efficiencies, strengthening incident management, problem management and knowledge sharing practices.
• Guide development teams on application stability and supportability improvements.
• Formulate and implement a framework for managing capacity, throughput and latency.
• Define and implemented application on-boarding guidelines and standards.
• Work with various team members on coaching them on how to maximize their potential, work better in a highly integrated team environment and focus on bringing out their strengths.
• Drives continued cost reductions and efficiencies across the portfolios supported by means of Root Cause Analysis reviews, Knowledge management, Performance tuning, and user training
• Evaluates subordinates' performance and makes decisions on pay increases, hiring, terminations and other personnel actions.
• Participates in business review meetings, relating technology tools strategies to business requirements.
• Assures adherence to all support process and tool standards and work with Management to create new and/or enhance processes to ensure consistency and quality in “best practices” across the overall support program
• Influences and negotiates with senior leaders (across functions); may communicate with external parties
• Management responsibility for a team or multiple teams, including management of people, budget and planning, performance evaluation, compensation, hiring, disciplinary actions and terminations and budget approval.
• 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.

Qualifications:

• 10+ years relevant experience
• Senior to advanced level experience in an Apps Support role with commensurate experience in people management.
• Experience of senior stakeholder management
• Project management with demonstrable results in improving IT services
• Capacity Planning/Forecasting exposure a plus
• Effectively share information with other support team members and with other technology teams
• Ability to plan and organize workload
• Consistently demonstrates clear and concise written and verbal communication skills
• Ability to communicate appropriately to relevant stakeholders

Beneficial Skills & Qualifications

• Experience supporting AI-powered platforms, automated workflows, or intelligent service solutions in an enterprise environment.
• Familiarity with Pega or similar low-code/AI orchestration platforms used in service transformation or operational automation contexts.
• Background in financial services technology, particularly within client service, operations, or digital transformation programs.

Education:

• Bachelor’s/University degree, Master’s degree preferred

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Job Family Group:

Technology

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Job Family:

Architecture

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Time Type:

Full time

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Primary Location Full Time Salary Range:

$ - $

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

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

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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.

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