Senior Manager, Application Support & Data Platforms

SVP C14, Group Manager, APAC Regional Lead For Nam Consumer Data Platform Applications

This position is part of the Data Solutions Production Management team, based in Chennai or Pune Locations specifically supporting the NAM Consumer Data Platform Applications. You will contribute to a globally distributed team spanning Chennai, Pune, and Irving Locations collectively providing 24/7 support for our enterprise-critical applications. Success in this role requires close collaboration with Level 1 Support, Application Development, Infrastructure teams, Operations and Product Owners.

The SVP C14, Group Manager, serves as the APAC regional lead for NAM Consumer Data Platform applications in production management focusing on support responsibilities for a large number of Consumer Data Platform applications, accountable for overseeing complex, critical, and large-scale professional disciplinary areas. This pivotal role leads and directs multiple teams of professionals, requiring a comprehensive understanding of cross-functional interactions and the profound business impact of technical contributions. The Manager holds full accountability for departmental outcomes, exercising strategic control over resources, policy formulation, and short-to-medium-term planning. Exceptional senior-level communication and negotiation skills are paramount, encompassing full responsibility for people management, including performance evaluation, compensation, hiring, and budget approval.

Responsibilities:

• Demonstrates an in-depth understanding of how Data Applications support integrates within the overall technology function to achieve objectives; requires a good understanding of the industry.
• Improve the service level the team provides to our end users, which includes maximizing operational efficiencies, strengthening incident management, problem management, disaster recovery, Vulnerability management and knowledge sharing practices.
• Leverage and embrace AI Solutions for various Production management use cases for improving productivity, MTRS, and
• Guide development teams on application stability and supportability improvements.
• Formulate and implement a framework for managing capacity, throughput and latency.
• Define and implement 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.
• Implement strong governance and have a keen eye for operational metrics and support organization goals for stability and optimizations
• Strong engagement related to vendor management and maintain a strong oversight on governance related to vendor performance.
• Evaluates subordinates' performance and makes decisions on pay increases, hiring, termination and other personnel actions.
• 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 including review of Cross boarded data restrictions and adherence
• Strong collaboration and people management skills
• Strong leadership qualities and ability to build and drive high-performance culture in the organization
• Engage with Vendor relationship management including oversight for all vendor resources.
• 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:

• 15+ years relevant experience
• Post-Graduation in relevant field preferred
• 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
• Strong presentation skills including stakeholder management
• Strong Knowledge in building and supporting large scale Data Engineering applications including Strong knowledge in Big Data Hadoop, Cloud applications and have a track record of managing large scale applications
• Strong social, positive, can-do attitude to quickly learn and take own initiative to deliver innovative and productive solutions Ability to communicate well at all levels
• Good interpersonal skills Ability to work under stress and time constraints Maintains good relationships with colleagues and builds strong professional networks

Education:

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

Data & Cloud technologies Skill Set:

• Strong knowledge of various components and technologies under Cloudera distribution like HDFS, Hive, Impala, Spark, YARN, Sentry, Oozie, Kafka. Strong knowledge on supporting Data Applications running on Snowflake and Data Bricks technologies.
• Production support experience in specific support of financial application domain and data applications is highly desired.
• Experience in managing large scale teams and preferably within a large scale, global financial services organization.
• Experience in providing communications across business and technology partners at varying levels, across a medium to large scale enterprise.
• Lead critical production issues and participate in the incident response lifecycle, including detection, triage, mitigation, resolution, and post-incident analysis. Drive efforts to reduce Mean Time to Recovery (MTTR).
• Implement and enhance comprehensive monitoring, logging, and alerting solutions to provide deep insights into system health and performance. Define and track Service Level Indicators (SLIs) and Service Level Objectives (SLOs).
• Evaluates moderately complex and variable issues with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information.
• Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and workflow for the area or function.
• Implement and enforce robust change management processes to minimize risks associated with system modifications and deployments.
• Working with various interfacing teams across multiple locations and time-zones.
• Work closely with development teams, product managers, and other stakeholders to ensure operational requirements are met throughout the application lifecycle. Communicate technical information clearly to diverse audiences.
• Experience in Supporting multiple applications, establishing ITIL standard methodologies, processes, and procedures.
• Executing effective support and process models.
• Ensure systems adhere to security best practices, compliance regulations, and internal policies.
• Strong governance on 24/7 coverage including weekend coverages to provide 24/7 support for critical systems, system changes and respond to production incidents.
• Experience in Incident, Problem Management: Incident tracking & reporting; Problem tracking & reporting until resolution to ensure reduction of production Incidents.
• Experience in setting up and working with observability tools like OTEL, Google cloud observability (GCO) and Grafana reporting that improves efficiency is desired.
• Experience in change and Release Management: Ensure timely Review and Sign off on all application related changes, Ensure proper deployment within the timeline and post implementation Application Availability.
• Strong knowledge of Leading the Disaster recovery testing of in house applications and Vendor Applications involving multiple data centers, partners, locations and time zones.
• Experience in dealing with Vendor Application Teams: Co-ordinate with Vendor Support teams on Vendor Application issues & Version upgrades.
• Ability to drive solutions with effective communication, provide directions to the team during day-to-day production support matters & foresee application risks
• Experience in aspects of production monitoring capabilities to catch & dispatch production issues and liaise with business or technology stakeholders for end-to-end support & recovery
• Influential skills to attain platform stability in partnership with cross functional teams like, infrastructure, platform support and application development to get solutions implemented
• Coach production team members and evaluate performance, effectiveness, quality of deliverables, TAT, workload, prioritization of work