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**Job Context and Purpose:**
The leader in this domain would be accountable for building a **client centric and diverse** culture across their team whilst being responsible for availability, latency, performance, efficiency, change management, monitoring, emergency response and capacity planning, across a wide spectrum of technologies from Mainframe through to Public and Private Cloud.
The **Global Head of ICG Treasury Trade Solutions Production Services** is responsible for the application support of 900+ applications, supporting a 24x7 global business with critical services that underpin the overall performance of this multi-billion dollar business segment within the bank. The role manages an organization of ~850 Level 2 support engineers spread across 22 countries. The group ensures availability and stability of services, their security, regulatory compliance and customer experience. The group also manages the continuous flow of change required to optimize the performance & stability of the platform ecosystem to enhance the business and client experience. This role will be part of the Global ICG Production Management team, reporting into the Global Head of ICG Production Management, in addition it will also be part of the TTS Technology Senior Leadership team and will have a Matrix reporting line into the Global Head of TTS Technology
**Key Focus Areas** :
+ Primarily focused on supporting ICGs Treasury Trade Solutions (TTS) operational stability, service availability and performance to meet (and exceed) business needs.
+ Develop multiyear strategic direction of the support offering to align with overall business technology goals as well as control resources budget, policy formation, and planning
+ Contribute to the design and development of system architecture and work with the end-users of the system. Deep dive on the architecture of existing systems to enhance the quality of stability, resiliency and scalability.
+ Collaborate with the broader technology, operations and infrastructure groups to continuously improve the end-to-end service experience for the business and the associated cost of delivery.
+ Ensure a strong culture of Cyber Security awareness and ownership across ICG informing and preparing our teams to effectively respond to evolving Cyber Security threats.
+ Effectively deliver SRE principals, including but not exclusive to TOIL reduction, SLI,SLOs, observability and scalability. This would include delivering step improvements in stability, resiliency and efficiency by driving automation & tooling to optimize the predictability and quality of service to Citis clients.
+ Develop & manage relationships with key stakeholders across the Regional business, operations and technology groups across TTS. This includes reporting key performance indicators (KPIs) to measure the service levels across the TTS domain.
+ Act as a changemaker for our cultural and agile transformation with basis on diversity and inclusion
+ Drive pro-active identification and resolution of incidents and their underlying problems working with senior development and infrastructure partners to provide appropriate transparency throughout and remove the risk of recurrence.
+ **In line with the CEO focus** , effectively manage risk & regulatory compliance on the production platforms by incorporating optimal oversight, supervision and controls over the operational support tasks.
**Role Requirements:**
+ This role is a senior Technology Support manager within the Global Technology Production Support organization with knowledge across Operations, Infrastructure, Regulatory, and Product management teams
+ The candidate is a top-rated technologist with the experience and background that will allow them to excel in a fast paced, rapidly changing, and highly technical environment with a specific focus on client satisfaction
+ The role requires good working knowledge of managing availability of business critical services in a large-scale financial technology environment involving multiple applications and operating systems.
+ Demonstrating leadership for a large group and being culturally aware is a key success factor.
+ Should have a very strong knowledge & understanding of an Investment banking or consumer business. Knowledge of the Payments industry is beneficial, but not required.
+ The individual should be able to inspire trust, manage expectations and gain sponsorship with business and technology senior and executive leadership teams.
+ Crisis resolution with technology, infrastructure teams as well as business/operations stakeholders is also a key element.
+ The ability to build (and rebuild) trust with the business management post incidents is required.
+ Collaborate with various technology teams to push stability and resiliency improvements through a SRE model with focus on transformation to fully resilient, stable and scalable platforms.
+ The individual in-charge:
+ Should have the ability to understand commercial, technological & service drivers in order to drive execution priorities.
+ Has the drive for continuous improvement and is able to adapt to change and transformation effectively.
+ Has experience of business engagement with significant relationship at stake in a production crisis management context.
+ Has good understanding of ITIL methodologies & their execution.
+ Has good working knowledge of Site Reliability Engineering cultures
Honesty, integrity and reputation
Financial soundness
Competence and capability
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**Job Family Group:**
Technology
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**Job Family:**
Applications Support
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**Time Type:**
Full time
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Citi 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.
Citigroup Inc. and its subsidiaries ("Citi) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review **Accessibility at Citi (https://www.citigroup.com/citi/accessibility/application-accessibility.htm)** .
View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP\_EEO\_Supplement\_Final\_JRF\_QA\_508c.pdf) .
View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo\_aa\_policy.pdf) .
View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\_%20English\_formattedESQA508c.pdf)
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Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.
