Head of Application Support for Chief Technology Office (CTO)

Citi, the world leading global bank, has approximately 200 million customer accounts and a presence in more than 160 countries and jurisdictions worldwide. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Citi enables clients to achieve their strategic financial objectives by providing them with cutting-edge ideas, best-in-class products and solutions, and unparalleled access to capital and liquidity.Role Overview:We are seeking an experienced and driven leader to head our global CTO Application Support team. This team plays a critical role in ensuring a seamless experience for users of Citi's internally developed applications, spanning cutting-edge domains such as Artificial Intelligence, Developer Services, and Digital Assets.Responsibilities:

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Leadership and Team Management:Lead and inspire a high-performing global team dedicated to providing best-in-class support for CTO-developed applications.Foster a culture of continuous improvement, collaboration, and knowledge sharing within the team.Mentor and develop team members to maximize their potential and contributions.Manage team performance, including evaluations, compensation, and career development.Oversee team budget and resource planning.Service Delivery and Optimization:Champion a culture of continuous improvement by spearheading engineering initiatives focused on automation, user adoption, and process optimization.Enhance Citi's safety, soundness, and operational efficiency by proactively identifying and mitigating potential support challenges.Improve service levels by maximizing operational efficiencies and strengthening incident management, problem management, and knowledge-sharing practices.Drive efficiencies through root cause analysis reviews, knowledge management, performance tuning, and user training.Formulate and implement a framework for managing application capacity, throughput, and latency.Define and implement application onboarding guidelines and standards.Collaboration and Partnerships:Guide development teams on application stability and supportability improvements.Participate in business review meetings, aligning technology strategies with business requirements.Vendor and Technology Management:Manage vendor relationships, including oversight for all offshore managed services.Ensure adherence to all support process and tool standards, and collaborate with management to enhance processes and implement best practices.Qualifications:Proven track record of success in leading and managing global application support teams.Deep understanding of support best practices, methodologies, and tools.Strong technical aptitude with experience in supporting complex applications and platforms.Excellent communication, interpersonal, and stakeholder management skills.Passion for delivering exceptional user experiences and driving operational excellence.Education:Bachelor’s/University degree, Master’s degree preferred.What we Offer:27 days paid annual leaveAward winning pension schemeLife assurancePrivate medical insurance with Bupa healthcareCompetitive maternity, paternity and adoption leave schemeOption to divert saver and company match contributions to student loanOn site restaurant and coffee shops, online shopping and concierge service, subsidised clubs and societiesCustomisable benefits according to lifestyle preferencesDiversity networks and on site multi faith roomJob Family Group:

TechnologyJob Family:

Applications SupportTime Type:

Full timeCiti is an equal opportunity and affirmative action employer. Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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