Applications Support Manager LATAM ICG Production Services Manager We are seeking an experienced Production Support Manager with high technical skills for the LATAM ICG Production Support organization to lead the team that provides Level 2 support for LATAM regional and local applications.
The group manages the day-to-day availability of the applications and ensures issues or status updates are accurately communicated to business users.
The ideal candidate should be technically astute, well organized, proactive and be comfortable discussing issues with business and technical users at all levels.
They also need to possess good multi-tasking skills and be process orientated. Key Responsibilities :
Primary focus areas will include promoting stability and quality of support services in line with our regional strategy and technology management policies, as well as day to day operation and oversight for the team / s under his responsibility.
This role will be required to make daily decisions that will protect and enhance the Citi franchise.
Act as a local escalation point for team members and lead / assist with resolution of critical incidents.
Able to analyze complex problems / situations and to propose simple solutions
Communicate complex technical issues to business users in a language they understand.
Manage a workload which is subject to changing priorities and demands
Create and maintain a knowledge base to ensure that knowledge transfer takes place within the team
Help to define, record and execute application disaster recovery plans and procedures
Collaborate effectively with cross functional stakeholders, sharing information and knowledge effectively Business Knowledge
Learn the fundamentals of the supported business areas
Translate business issues into technology requirements
Effectively communicate and interact with infrastructure and supporting technology groups across the organization to drive problem resolution and service levels.
Follow thru to ensure each problem is resolved according to SLA.
Work closely with Incident Management during an issue until solved and then be a partner with the Problem Management Team to ensure no re-occurrence of the same issue.
Effectively communicate issues and status updates to Seniors of the organization.
Liaise with Development Partners team (L3), Application Manager and Business Representatives to ensure proper resolution of incidents with long term solution applied for each root cause.
Technical Background in Distributed / Windows environment will be a plus. It must be completely independent in terms of Spanish and English language to drive / push troubleshooting calls and communications to senior management, this is EXCLUYENT.
At least 2 years’ experience in a Support role managing end user products and services
Bachelor's degree in computer science
Understanding of how own sub-function integrates within the function and commercial awareness
Evaluates (sometimes complex) situations using multiple sources of information
Developed communication and diplomacy skills to persuade and influence
Strong in System Analysis
Strong analytical and problem-solving skills
Knowledge on Windows / Oracle DB / Unix / Shell scripts / Delphi / VB6 / Oracle Forms / Java
SQL Server / .NET Framework / IIS / WebSphere / Autosys / MQ / Connect Direct is a plus
Good customer service, communication and interpersonal skills
Good knowledge of the business and its technology strategy
Bilingual Spanish / English (Strong verbal and written)
Working knowledge / practical experience with Portuguese language is a plus