Application Support Manager - Vice President

Citi; Mississauga; On-site; CAD 90,000 - 120,000; Full time

Job summary

Citi is seeking an Apps Support Senior Manager in Mississauga, Canada. This role involves managing apps support teams, providing technical oversight across systems and applications, and championing stability initiatives.

Key qualifications include 6+ years of experience, strong problem-solving skills, and practical knowledge of various technologies. A Bachelor's degree is essential, with a Master's preferred. Join us to make a significant impact in a fast-paced environment.

Qualifications

• 6+ years of experience required.
• Demonstrated leadership and relationship building skills.
• Ability to handle incidents at a global enterprise level.

Responsibilities

• Manage apps support teams and deliver results.
• Provide technical oversight across systems.
• Conduct root cause analysis for incident resolutions.

Skills

Practical problem solving

Strategic thinking

Service-oriented attitude

Ability to work in a fast‑paced environment

Good interpersonal and communication skills

Education

Bachelor's degree or equivalent experience

Master's degree preferred

Tools

ECS cluster

Kafka

Solace

API Microservices

Tivoli

Nagios

ITRS

UpTime

Job description

The Apps Support Senior Manager accomplishes results through the management of professional team(s) and department(s). Integrates subject matter and industry expertise within a defined area. Contributes to standards around which others will operate. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the entire function. Requires basic commercial awareness. Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional external customers.

Responsibilities

• Manages one or more apps support teams.
• Provides technical oversight across systems and applications; leverage skills across multiple apps support areas.
• Provides a holistic view of the production environment for both technology and business management, working closely as a trusted partner for senior business heads.
• Provides 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.
• Champions 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. Calms and analyzes when faced with major incidents on critical systems.
• Responsible for delivery of end results and shares responsibility for budget management which directly impacts the apps support area; accountable for resource planning.
• 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.
• Focuses on people development, evaluating subordinates' performance and making decisions on pay increases, hiring, terminations and other personnel actions and deputizes for the regional support manager.
• Performs other duties and functions as assigned.
• Appropriately assesses 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 supervising the activity of others and creating accountability with those who fail to maintain these standards.

Recommended Qualifications

• 6+ years of experience
• Practical problem solving and strategic thinking skills
• Experience supporting applications using ECS cluster, Kafka, Solace, API Microservices
• Hands‑on experience in managing apps hosted on Cloud.
• Knowledge of active monitoring tools (Tivoli, Nagios, ITRS, Uptime, etc.)
• Experience managing cloud‑based application, micro services and cloud database storage technologies like ORRAS, MAAS, MSAAS etc.
• 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
• Ability to plan and organize workload
• Ability to communicate appropriately to relevant stakeholder
• Deeper understanding of web technologies
• Understanding of IP networks + ability to analyze and monitor network traffic

Education

• Bachelor’s/University degree or equivalent experience; Master’s degree preferred

Citi is an equal‑opportunity employer, and qualified candidates will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.