Senior Global Applications Support Leader

Citi; United States; On-site; MXN 900,000 - 1,300,000; Full time

Job summary

Citi is seeking an Apps Support Senior Manager in Mexico City to lead and develop one or more apps support teams while delivering end-to-end incident resolution and strategic improvements. The role requires strong people management, assertive communication, and collaboration with development managers to align with business objectives.

You will oversee production environments, drive stability, and ensure compliance across global operations, with accountability for delivery, budgets, and customer

Qualifications

• 6-10 years experience in an Apps Support role would be an added advantage
• Experience with people management
• Highly assertive communications skills, commanding personality
• Experience with application support would be an added advantage
• 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

Responsibilities

• Manages one or more apps support teams.
• Provides technical oversight across systems and applications; leverage skills across multiple apps support areas.
• Provide a holistic view of the production environment for both technology and business management, working closely as a trusted partner for senior business heads.
• 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.
• 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.
• Focus on people development, evaluating subordinates' performance and making decisions on pay increases, hiring, terminations and other personnel actions and deputize for the regional support manager.
• 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.

Skills

People management

Communication skills

Apps support experience

Stakeholder engagement

Workload planning

Clear written/verbal communication

Education

Bachelor’s degree or equivalent

Master’s degree preferred

Job description

Citi is seeking an Apps Support Senior Manager in Mexico City to lead and develop one or more apps support teams while delivering end-to-end incident resolution and strategic improvements. The role requires strong people management, assertive communication, and collaboration with development managers to align with business objectives.

You will oversee production environments, drive stability, and ensure compliance across global operations, with accountability for delivery, budgets, and customer