Apps Support Senior Manager Resume Samples

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L Bergnaum

Lucie

Bergnaum

199 Lebsack Plaza

Boston

+1 (555) 979 0475

199 Lebsack Plaza

Boston

Phone

p +1 (555) 979 0475

Experience Experience

San Francisco, CA

Apps Support Senior Manager

San Francisco, CA

Green LLC

San Francisco, CA

Apps Support Senior Manager

Provide analytical and technical expertise within the team, to develop colleagues and business
Plan and establish governance for Senior Management reporting
Manage the relationship with development and infrastructure teams
Manage a workload which is subject to changing priorities and demands
Outage management and stakeholder management
Ensure development code is performing as expected and identify bugs through problem analysis to minimize possible outage impact
Identify process improvements in the regional and global support models, drive and assist in implementation. Including

present

Dallas, TX

Apps Support Senior Manager

Dallas, TX

Stroman-Ferry

present

Dallas, TX

Apps Support Senior Manager

present

Program/Project manage the Case Management / Workflow portfolio migration to the strategic name screening technology platform (CitiScreening Workflow)
Identify ways to increase efficiency and improve effectiveness of work performed and resources utilized to drive continuous improvement
Ensure all production issues are tracked and work closely with development managers to prioritize resolution
Work with the infrastructure teams (DBA, SAs, Incident Management, Networks, Grid) and various teams to optimize the usage of resources
Management of working relationships with internal (House) and external clients and traders
Manage medium to large programs involving client reporting, performance reporting, Know-Your-Client (KYC), Client On-boarding and account opening functions
Relationship Management and Vendor Management as part of project delivery

Education Education

Bachelor’s Degree in Interaction With Global Technology Groups Covering Both Products

University of Illinois at Chicago

Bachelor’s Degree in Interaction With Global Technology Groups Covering Both Products

Skills Skills

Ability to learn new skills quickly with little supervision and ensuring the detail is of high priority
Strong knowledge in supporting sanction screening applications
A seasoned professional capable of collaborating and managing upward and downward
Excellent planning, organization and prioritization skills to meet ever changing demands Support Capability
Strong technical experience capable of doing architecture/design and working with other development and engineering teams
Experience/knowledge of supporting a Commodities business and ability to show deep and wide ranging support expertise in Openlink
Good Attention to detail
Prior role managing trade lifecycle systems and be able to show how they have managed large scale stability issues and outages is essential Skills
XML, AVS skills are highly desirable
Strong knowledge of Microsoft based operating systems

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Apps Support Senior Manager Resume Examples & Samples

Program/Project manage the Case Management / Workflow portfolio migration to the strategic name screening technology platform (CitiScreening Workflow)
Works in concert with key stakeholders (Business Operations, Global Screening Operations, Global AML and Global Sanctions Compliance) to define strategic vision
Ensure that the strategy continues to remain relevant in the face of business expansion and new products and aligns to business strategies (e.g. Mobile)
Develop product roadmap that outlines the path to strategic realization and deliver upon such roadmap
Applies knowledge and understanding of the business (both customer based and transaction services) to translate business needs into key Workflow enhancements
Responsible for reporting findings, and recommending appropriate technology interventions, where needed specific to the portfolio
Heavy Compliance, Business interactions to ensure the strategy and progress is managed and communicated globally
Have overall responsibility and accountability for a significant function, cross-departmental responsibilities and matrix management of regional teams to ensure consistent execution specific to the Global Screening Technology portfolio
Manage relationship with critical senior business clients and senior technology partners specific to the portfolio
Follow Citi technology “people practices”, including long and short-term career development for employees, mobility process, and diversity
Must have extensive experience in customer/account systems and data, Name Screening technology (e.g. OFAC), AML sanctions policy, and KYC (Know Your Customer) data and processes
Must have experience in managing multiple concurrent initiatives and significant experience in the matrix management of resources across multiple groups
Must have at least 3-5 years of direct experience in managing Compliance and/or AML systems and at least a total of 5 - 7 years of total working experience in Financial Services
Prior experience with AML systems a MUST
Strong skills in Program/Project Management, interpersonal relationships, handling cultural diversity, communication (written and verbal), influence skills, matrix management and direct management experience
Must have prior proven experience in leading teams and also proven experience of managing resources in remote locations
Must have prior proven experience working with diverse countries/users/businesses to be at ease in dealing with the global nature of technology solutions
Must have a regional/global view of the technical interfaces and software systems
Minimum Years Experience: 5-7 Years
Degree: Bachelor’s or equivalent experience
Technology: AML Systems Knowledge and direct experience managing operations using such technologies
Program/Project Management:Must have demonstrable experience managing projects and the use of project planning methodologies and practices; excellent written and oral communications required

Apps Support Senior Manager Resume Examples & Samples

To Manage FO, Trade Floor and Operations technology user requests related to Futures applications, raised globally via hotline or escalated by senior management or L1/L2 support team. Manage investigation, provision and implementation of solution and post-incident follow-up. Manage communication with users and escalation with L3 or external teams during incident management. As necessary
Liaise with users on behalf of other IT teams (when performing incident management, maintenance and release coordination, and all technology compliance activities impacting Futures systems)
Prioritization of all issues raised by users and non-related applications that have immediate impact on the Futures Business, are also handled by SME/L2 support team
Front, Middle, and Back Office users
Service Level 1/L.2 offshore Support teams
Onshore & offshore Development teams
Various Technology teams
Identify process improvements in the regional and global support models, drive and assist in implementation. Including
Work with project managers on the introduction and supportability of new services and systems
Produce reports on the overall quality of services
Follow up and resolve issues of poor service quality
Manage a workload which is subject to changing priorities and demands
Build and manage a team of great players who ensure high availability, reliability and scalability of Electronic Listed Derivatives Trading environment, front to back
Strong process awareness and ability to manage incidents, problems and change at a global enterprise level
Synchronize support procedures to regionally and across regions to achieve a seamless follow the sun support model
Act as a local technical escalation point for team members and assist with resolution of support issues
Investigate level 1/2/3 issues and pursue rapid resolution in accordance with business objectives for break-fix items
Leverage reading logs and utilising stored procedures when investigating issues
Recommend and enhance our global monitoring systems
Support trade management services ensuring that allocations are processed correctly
Identify potential efficiency saving achievable through automation of manual tasks and follow through with Development to implement
Problem solving coding inefficiencies
Manage maintenance releases and system updates to various applications that service global clients
Design, document and develop front line support tools for the Global Futures & OTC Clearing Production Support team with a focus on start-up and checkout scripts
Management of working relationships with external clients and vendors
Influence decisions on batch restructuring and system stability through sharing personal experience and views on architecture design
Monitor allocation management and FIX messaging for Futures & OTC trades through middle and back-office applications and global exchanges
Minimum 7 years’ experience working in a support environment
Experience using call/ticketing software
Experience of Incident Management
Understanding of Problem Management methodologies
Knowledge/experience of problem management tools
Strong SYBASE/Oracle SQL
Familiarity with Configuration management and change processes
Scheduled batch monitoring using tools like Autosys
Familiarity of ITRS monitoring software
Front-office or Back-office Operations functional knowledge
Communication skills and escalation methods

Apps Support Senior Manager Resume Examples & Samples

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 various support groups operating in the region
Promote effective knowledge management across the Global Flexcube teams
Collaborate effectively with cross functional stakeholders, sharing information and knowledge effectively Business Knowledge
Learn the fundamentals of the supported business areas
Effectively communicate and interact with infrastructure and supporting technology groups across a distributed WinTel or Unix/Linux environment to drive problem resolution and service levels
Effectively communicate issues and status updates with business users, second level support, and development teams
Liaise with users; business sponsors; and other AD groups
Experience working in a support environment with minimum 5 years specifically in Flexcube corporate product
Experience in leading staff in a Production Support or Operations group in a high availability / mission critical environment
Strong knowledge in ITIL practices in the area of Incident, Release, and Change and Problem management
Financial Markets Packground, preferebably in relation to Core banking, Cash management, Loans & Deposits in product management, operations or technology is preferred
Experience using Service Now
Leadership skills: individual leadership, change leadership, mentorship, motivation, coaching and development, and the ability to galvanize the support of others where possible
Has a proven track record in driving organizational change
Ability to produce clear, concise reporting
Experience working within an on-shore/off-shore support environment
Ability to build strong relationships in a multi-cultural environment across all levels within IT
Preferred ITIL V3 Certification

Apps Support Senior Manager Resume Examples & Samples

Coordinate wih different groups within GPA (Prod support, Middleware, Monitoring, etc.) as well as outside GPA (SA, DBA, App team, regional teams etc.) to get actiivties completed or to handle escalations
Communicate the status of the application and any critical activities o senior management, both within GPA and outside GPA
Identify structural, process, platform, or other recurring issues, diagnose them (root cause analysis), build consensus around plans to correct them and then execute the plan
Build conducive working relationship with critical stakeholders in all stakeholder organizations
At least 10 years experience in technology organization, preferably in a position supporting mission critical applications, during critical stabilization period
Thorough understanding of technologies involved in CitiKYC (database, middleware, architecture, how different components and regional instances work with each other)
Thorough understanding of the business environment (KYC, AML, regulatory bodies, etc.)
Ability to work under high-stress environment. Ability to manage time, juggle priorities
Communication skills must be excelle nt (verbal as well as written)
Self-driven: Must be able to identify issues / tasks that need to be addressed and take them up spontaneously
Academic degree: At least BS in IT or Computer Science
Certifications like PMP, Six Sigma etc. would be preferred

Apps Support Senior Manager Resume Examples & Samples

Support and manage platform/infrastructure for wide range of applications globally
Cover a wide range of platform components, currently with bigger focus on / middleware (especially Tibco EMS, Ultra Messaging/Solace, MQ and LDAP) /server platform / networking
Work as a bridge between application support/development teams and infrastructure support teams, to drive standards and best practice adoption across the ICG Production Support Organisation
Active engagement with development and support teams with a focus on requirements, inventory, capacity, utilisation and obsolescence
Improving process, tools and procedures aligned to industry best practices
Communicating business and development requirements to engineering and production groups
Experience in managing engineering and development teams
Middleware messaging experience is preferable
Quality orientation with a strong eye for detail
Ability to have the foresight to understand that localised development can benefit a wider audience within CITI
Structured approach towards development of processes and procedures and good project oversight skills
Detailed-oriented, with strong analytical skills
Develops and maintains effective and positive working relationship with peers and management
Pro-active, organised, thorough and energetic Excellent communicator, presenting to senior management level stakeholders
Good technical knowledge of Linux /Unix/ Windows including enterprise class servers and VM Ware infrastructure
Messaging knowledge for Tibco EMS, 29West /Ultra Messaging, Solace, MQ and LDAP
Experience and knowledge of databases and data analysis tools such as SQL and Excel Infrastructure Capacity and Performance
Data collection, consolidation, analysis and reporting
Excellent remote personnel people management skills

Apps Support Senior Manager Resume Examples & Samples

Work closely with second level support, development teams, and the Commodities business to determine strategy & priorities and to ensure team is meeting the business’ requirements. Ensure team delivers on these priorities and communicated progress effectively to all stakeholders
Provide 1st line technical support, answer queries via phone, e-mail and in person
This group provides the detailed knowledge of the applications. For example, they should be able to use the application User Interface as an expert user would, but would not typically being be expected to read and understand the application code
There is a duty on this team to take ownership of user problems and be proactive when dealing with user issues
Perform appropriate problem solving tasks before passing to another team with previously agreed upon format, logs, etc
When dealing with major issues, the group would be expected to make key business decision recommendations based on their knowledge of the systems and the business
Liaise and own issues outside of Commodities technology, such as middle office, operations, front office, business unit management, other support teams and facilitate effective and timely resolution to user queries and issues
Strong process awareness and ability to manage single handily incidents, changes and problems at a global level and escalate as necessary
Ensure all production issues are tracked and work closely with development managers to prioritize resolution
Work with the infrastructure teams (DBA, SAs, Incident Management, Networks, Grid) and various teams to optimize the usage of resources
Collaborate effectively with colleagues globally, sharing information and knowledge effectively
Have an in depth knowledge of the fundamentals of the Commodities business
1 - 5 years’ experience working in a support environment
Experience working in a Commodities Front Office Production Support and
Responsible for ensuring high availability / mission critical trading environment Demonstrated ability to efficiently
Troubleshoot in time critical scenarios Experience/knowledge of supporting a Commodities business and ability to show
Deep and wide ranging support expertise in Openlink and be able to show how they have managed large scale stability
Issues and outages is essential Skills: Openlink Endur v8 upwards

Apps Support Senior Manager Resume Examples & Samples

Demonstrable extensive years of experience in a support environment within a financial services organisation providing level 2 support
Knowledge of the Global Custody business and a sound understanding of the IT functions required to support it
Experience of managing an application support team
Experience of working in a high pressure support environment with multiple cut-offs/deadlines
Excellent communication skills and ability to manage a technical team
Experience of application/platform monitoring and knowledge management tools
Demonstrate technical ability on a specific platform, architecture or operating system - demonstrating ability to track down issues, to manage change and data flow

Apps Support Senior Manager Resume Examples & Samples

Provide a world class support service to a geographically diverse user base
Learn the fundamentals of the supported business area
Experience of leading staff in a Production Support or Operations group in a high availability/mission critical environment
Knowledge of the financial industry in relation to Fixed Income or Foreign Exchange is preferred but not essential
Candidates who have demonstrable experience in other phases of the software lifecycle, and a desire to prove their capability in production services will also be considered
Strong logical analysis and ability to propose tactical and strategic solutions
Enterprise platform knowledge
Ability to support distributed applications deployed in a WinTel or Unix/Linux environments, and interact with supporting groups (System Admin, DBA, Infrastructure) to drive problem resolution
RDBMS skills
Analyze complex schemas and formulate custom queries to interrogate large datasets
Know when to use technical and non technical language
Honours class degree in Computer Science or related technical discipline
UNIX Shell/Scripting
Problem Management or service desk methodology

Apps Support Senior Manager Resume Examples & Samples

It is a core, practical and “hands on” role, and expects a deep technical and business knowledge of Core Banking Flexcube product
The successful candidate will work with Product, Development, Operations, UAT/QC, Technical Infrastructure teams and partner system teams to ensure stability of Flexcube Core Banking & Loans application in production environments
The role will be primarily responsible for supporting the application (in conjunction with the global team) on a 24 x 7 x 365 basis by ensuring strict adherence to ITIL best practices (Incident, Problem, Change and Release Management etc.)
Additionally, as an expert in the region, the role will have responsibilities for managing the business relationships with internal stakeholders – coordinating and chairing necessary meetings, supporting major incident management calls, working with your regional counterparts and the global manager to achieve overall team goals
Includes providing cover on bank holidays on a rotational basis and on-call support on a rotational basis
Includes occasional weekend work to support business and need basis maintenances
Robust experience on Oracle Flexcube Product (minimum 10 years hands on Flexcube Corporate Banking)
Expert on UNIX Shell Scripting
Expert on Oracle SQL Queries and optimizations
Expert on batch scheduling tools such as Autosys or TWS
Proven experience in Core Banking business
ITIL Best Practices
Oracle Flexcube
UNIX or related flavor
Autosys
Working in a global team with multiple vendors in different time-zones
Working in a follow the sun production support model

Apps Support Senior Manager Resume Examples & Samples

Manage staff in London and other offshore locations supporting the Market Data Services
Excellent leadership and people management skills. Ability to define team goals and objectives and motivate a high performing team to achieve them
Ensure incident and problem management, change management and request fulfilment on behalf of customers are carried out to the best levels possible. Conduct thematic analysis of prior incidents to identify and report service improvement requirements
Manage and drive stability and efficiency books of work for the department
Reporting to steering committees and senior project stakeholders
Excellent communication and internal customer management skills. Excellent technology strategy skills. Ability to define a technology strategy in partnership with other technology leaders and win broad support for the strategy
Resiliency Testing for all managed applications
Facing off to key stakeholders for business requirements/deliverables
Managing and driving all market data custom development needs by working with the proper development group
Involvement in audit, regulatory, and stability requirements
Strong technical experience capable of doing architecture/design and working with other development and engineering teams
A seasoned professional capable of collaborating and managing upward and downward

Apps Support Senior Manager Resume Examples & Samples

Manage staff in New York and other offshore locations supporting the Prime Services
Facing off to key stakeholders for business requiresments/deliverables
Experience in Prime Finance
7+ Years in Financial industry Production Services
Autosys, alternative job scheduler
UNIX, Windows, SQL

Apps Support Senior Manager Resume Examples & Samples

To manage application support for Cash Equities business on the CITI trading floor in New York
Own the Stability Book of work for the Equities Execution application stack
Own the relationship with the Trading Desks heads with regards to the Equities Cash production environment
To monitor and maintain platform stability during all business hours
To develop, maintain and enhance monitoring solutions
Background of hands-on front office application support
Background in Order Management Systems, Low Touch Trading and Client Connectivity
5 -10 years’ experience working in a front-office support environment
Experience managing production support teams
Understanding of problem management methodologies
Knowledge and understanding of markets trading business

Apps Support Senior Manager Resume Examples & Samples

Responsible for managing a high level of day to day BAU support for the Houston Global Commodities business and associated downstream teams
Directly manage daily and initiative/release support to a complex and detailed level applications such as Openlink Endur, LME Select, Marketview, associated STP gateways, CitiExotics, and Simpliciti
Ensure near 100% availability of applications and associated infrastructure, as well as manage proactive stability measures demonstrating a material reduction in outages
Provide 1st and 2nd line technical support, answer queries via phone, e-mail and in person
10 -15+ years’ experience working in a support environment
5+ years’ experience working in a Commodities PS
5+ years’s Product Experience desirable (Power/NatGas/Crude)
Well versed in trade completion/settlements solutions; understanding of front-to-back business/system processes
Thorough understanding of the capital markets environment and ETRM system
Responsible for ensuring high availability / mission critical trading environment
Experience/knowledge of supporting a Commodities business and ability to show deep and wide ranging support expertise in Openlink
Prior role managing trade lifecycle systems and be able to show how they have managed large scale stability issues and outages is essential Skills
Openlink Endur v8 upwards (V10, V12+)
Unix /Auto-sys or other Batch Scheduling systems Oracle, SQL,
XML, AVS skills are highly desirable
Also be able to demonstrate strong understanding in the following applications Openlink, Marketview, Trayport, LME Select, WebICE, TT, etc. Monitoring systems (ideally ITRS)

Apps Support Senior Manager Resume Examples & Samples

Manage medium to large programs involving client reporting, performance reporting, Know-Your-Client (KYC), Client On-boarding and account opening functions
Compliance with internal and external regulatory requirements for Switzerland, UK, Jersey, Singapore and US
Collaborate with stakeholders across multiple geographies
Manage scoping, design and proposals with Clients, Architecture, Information security office, Compliance and legal departments
Manage complex cross border requirements and ensure legal and regulatory adherence to data protection and privacy in country requirements in multiple geographies
Financial and Budget planning management and Reporting
Proactively identify project risks and take actions to mitigate
Audit coordination with internal and external auditors
Relationship Management and Vendor Management as part of project delivery
Direct and remote people management of medium to large team
Plan and establish governance for Senior Management reporting
Execute and implement solutions compliant with Information Security, Data Privacy and Protection and Swiss Banking Secrecy laws
Knowledge of messaging, Swift Standards, performance reporting
Good understanding and execution of CMM/SEI principles
Candidate with 10+ years of technology development and management experience with at least 5 years in the areas of systems design pertaining to information security standards Excellent project management skills
Good client management skills with ability to lead/influence and Negotiate
Thorough understanding of

Apps Support Senior Manager Resume Examples & Samples

Design, document and develop front line support tools for the Global Futures Production Services team with a focus on improving process/software start-up/shut-down procedures, improved archiving/purging routines and mechanisms as well as development/improvement of automated checkout scripts
Management of working relationships with internal (House) and external clients and traders
Influence the enhancement of the applications through efficient problem management and coordination with development on Stability/efficiency Book-Of-Work items
Influence decisions on batch and system stability through sharing personal experience/knowledge and views on architecture design and implementation
Monitor allocation management and FIX messaging for FUTURES trades while interacting with back office & global exchanges
Continuously document all environmental procedures and layouts
Investigate level 2/3 issues and pursue rapid repair in accordance with business objectives for break fix items
Analysis of server logs and DB stored procedures when investigating issues
Ensure development code is performing as expected and identify bugs through problem analysis to minimize possible outage impact
Minimum 10 years’ experience working in a support environment
At least 5 years’ experience providing support in an IB environment
Understanding of Incident and Problem Management methodologies
Experience using call/ticketing software and management of work queues
Strong technical knowledge of UNIX (Solaris/Linux), Windows, Oracle/SYBASE/SQL and networking
Familiarity with software releases and batch processing
Familiarity and experience of deploying, configuring ITRS incl. custom toolkits
Level 2/3 knowledge of Trading/Front office and reporting systems in Futures, Rates or FX business units – specifically experience with systems such as FIDESSA or GLTrade or equivalent
Knowledge of Post trade derivatives processing platforms like GMI/R&N etc
Strong communication skills and escalation methods

Apps Support Senior Manager Resume Examples & Samples

Expand, modify and improve commercial cards production platform to test, maintain, and monitor systems end to end
Ensure that applications are available and supported in line with the defined system service level agreement
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 various applications operating in the region and globally
Promote effective knowledge management across the Global Production Support Teams
Effectively communicate and interact with infrastructure and supporting technology groups across a distributed Unix/Linux environment to drive problem resolution and service levels
Work closely with 1st level support teams and work as part of the 2nd level support team to ensure team is meeting the business’ requirements
Follow through to ensure each problem is resolved according to SLA
Effectively communicate issues and status updates with business users, development teams and Support Lead
10 years + experience working in a support environment
Experience in supporting a Production Support or Operations group in a high availability / mission critical environment
Experience managing large team which are globally deployed
Strong knowledge in supporting sanction screening applications
Experience using Service Now or other similar issue tracking system
Leadership skills: individual leadership

Apps Support Senior Manager Resume Examples & Samples

Provide 1st and 2nd line technical support, answer queries via phone, e-mail and in person – interact with Traders/Desk Heads
3-5+ years’ experience working in a Commodities PS
3-5+ year’s Product Experience desirable (Index/Exotics - Power/NatGas/Crude/Ags)
Experience/knowledge of supporting a Commodities business and ability to show deep and wide ranging support expertise in Risk/PV/Position modelling
Prior role managing trade lifecycle systems and be able to show how they have managed large scale stability issues and outages is essential
Unix /Auto-sys or other Batch Scheduling systems
Oracle, SQL,
PnL/Attribution - Sales/Trader tools stack exposure
Also be able to demonstrate strong understanding in the following applications Openlink, Marketview, Trayport, LME Select, WebICE, TT, etc
Monitoring systems (ideally ITRS)

Apps Support Senior Manager Resume Examples & Samples

Provide Technical Application Support for the Suite of Application under the Account Services Umbrella
People Manager including Citi and Vendor Resource Management
Tracking of critical application software, hardware and vendor software issues and defects
Production and Development Environment Troubleshooting expertise
Define and maintain the performance, capacity and availability metrics for all applications in scope
Lead initiative to develop/improve scripts and other programs for system monitoring and maintenance
Train and improve the Junior members of the team to be more efficient
Participate in performance analysis and tuning projects for the infrastructure associated the applications in scope
Be responsible to assess the risk and associated impact of all operational issues and change events and react quickly to escalate to technology management in a timely manner when required
Work closely with the development team to ensure the optimal system capacity and performance requirements are met and the application overall performs within defined Business SLAs
Prior experience working on an application or infrastructure support team for a minimum of 6 years
Strong and diverse technical expertise in distributed platform computing
Ability to work across all levels of the organization
Demonstrated people management and Vendor relationship management
Demonstrated advanced analytical, investigative and time-to-market troubleshooting abilities
Possesses advanced interpersonal communication skills with ability to work across distributed IT areas and Senior Management
Skilled in training junior resources with focus on PS core disciplines which include Prod stability, Client interaction, managing critical SLAs and Incident /Problem Management
Well versed in monitoring and automation techniques
Demonstrated ability to deliver projects on time and required quality
Well versed in Risk assessment and associated impact to operational areas
Demonstrated advanced knowledge in 'release' and 'change control' procedures
Demonstrated self-motivation to harvest knowledge while sharing same across areas
Demonstrated understanding and willingness to extend support in case business activities require weekend and otherwise extended support coverage
Bachelor's Degree in Computer Science, Engineering or related field. An Advanced Degree is a plus

Apps Support Senior Manager Resume Examples & Samples

Day to day technical support of the Simpliciti Risk application globally, trade floor system expertise and critical business function support
Provide analytical and technical expertise within the team, to develop colleagues and business
Ensure that incident, problem, knowledge, change management and request fulfilments on behalf of customers are carried to the best levels possible
Liaise with multiple technology teams (support/development/platform) to ensure levels of service are maintained, and issues are resolved or escalated appropriately
Project based work in areas such as continuity of business testing and release co-ordination
Understand and troubleshoot complex business and financial products & queries
Outage management and stakeholder management

Apps Support Senior Manager Resume Examples & Samples

Manage multiple production support teams based in multiple locations
Identify ways to increase efficiency and improve effectiveness of work performed and resources utilized to drive continuous improvement
Single point of contact for the Applications for any day-to-day production support concerns which need to be taken up with GPA
Excellent team building, interpersonal and communications skills with ability to negotiate, listen, motivate, demonstrate diplomacy, give and receive feedback, and interact effectively with senior management and internal teams
Ability to delve deep into the code structure to understand complex algorithms and troubleshoot system/data problems
Ability to effectively influence peers and others to achieve objectives
Provide technical oversight across systems and applications; leverage skills across team and department
Demonstrate drive and initiative; be goal-oriented, dedicated and self-sufficient
Partner with development and other technology teams to develop strategy regarding overall architecture and infrastructure, identifies and defines necessary system enhancements; analyzes existing system logic, identifies problems; and recommends and implements solutions
Be able to work well under pressure, adapt quickly to changing priorities and maintain focus on key tasks during busy periods
Responsible for system availability / stability within the production environment to agreed business levels
Communicate regular status updates and metrics to both Senior Business and IT managers
Oversee and prioritize issues based on criticality
Provide effective client communication during regular updates or escalate when appropriate
Provide support for the applications outside normal hours including weekends where needed to address production issues or new releases to the application
Plan for and execute annual Continuity of Business (COB) tests, which will involve liaising with DBA’s, System Administrators, Users and other technical support teams to ensure test plans are executed as per the plan
Ensure production support documentation is kept up to date
In-depth expertise and troubleshooting on specific platforms or applications
Implementation and release planning, coordination with L2 for execution
Analyze and co-ordinate resolutions with vendors
System and application performance analysis, co-ordination, and remediation
Identify automation for repetitive activities and proposal for performance improvement, if any
Interaction with 3rd Party Vendor support where needed
Participate in and execute emergency changes to bring an application back to production
Assure adherence to all support process and tool standards and work with GPA Management to create new and/or enhance processes to ensure consistency and “best practices” across the program
Prioritize and request support from any GPA support service such as Change mgmt., Problem mgmt., Middleware/STE, any CTI Infra, and/or other external entity/3rd party support vendors, as applicable and required
Ensure coordination and cooperation from any Development and/or 3rd party vendor support teams in scheduling and providing access to current support personnel for applications in a timely manner to support overall knowledge transfer to GPA-managed resources during transition phases for an application
Ensure overall compliance of all portfolio applications including license agreements/access rights for any software as well as the submission of Data Privacy clearance to support any application
Support and assist any and all GPA teams in their overall Capacity-planning process/cycles to ensure sufficient and effective dimensioning/sizing of all necessary future hardware and software requirements
Drive continued cost reductions and efficiencies across the portfolios supported by means of Root Cause Analysis reviews, Knowledge management, Performance tuning, and user training
Bachelor’s Degree in Information Technology related field or equivalent experience
8 years experience in a technical environment with strong application development background
5 years management experience preferably in a support management/lead role
Experience working in a support environment and dealing with business and technology users of the application in a support capacity
Proficiency in dealing with complex technical issues in an application support role(NOT desktop)
Databases / SQL experience preferred
Knowledge of Incident and Change Management
Strong MS Excel, MS PowerPoint, MS Word, Visio and SharePoint (for creation of libraries, lists and pages) skills
Ability to influence and lead technical conversations with key stakeholders and IT groups
Knowledge of Unix and Windows platforms DB Procedural Language is a plus
Unix Shell Scripting and Core Java are preferred

Apps Support Senior Manager Resume Examples & Samples

Responsible for all aspects of Incident and L2 support for TTS applications
Responsible for uDeploy readiness in the TTS Non-production support
Ensure appropriate monitoring and alerting processes are in place for the Non-Production environment
To provide regular communication to management and stakeholders of Non-Production Support status for your applications, including risks, issues and mitigations
Work closely with 1st and 2nd level support and development teams to ensure team is meeting the business’ requirements. Ensure team delivers on these priorities and communicated progress effectively to all stakeholders
Extensive years work experience in Technical Production Support roles preferably within a large scale, global financial
Bachelor Degree in related filed with overall extensive years
Extensive years IT Support experience with AIX,Sun Solaris, MQ, Oracle, Java, SQL, NDM, TIBCO
Extensive years experience writing Shell scripts, database queries, generating capacity and performance reports
Experience in Windows 2008 and IIS 6.0 and above
Manage and Own Application Change and Release Process (automation via uDeploy)
Experience in Autosys Job Scheduling and setup
Basic Networking knowledge ( Load balancers, Network Protocols)
Certification in project Management or ITIl is preferred
Background on Lookup Active Directory Protocol(LDAP) and Single Sign On concepts
Ability to work in a Offshore/Onsite environment
Ability to learn new skills quickly with little supervision and ensuring the detail is of high priority
Efficiently and effectively manages work, time, and resources
Strong knowledge, understanding and application of project management principles and methodologies
Ability to work under high-pressure situations and effectively prioritize in a highly dynamic work environment that includes a global focus
Ability to understand the big picture – can step back and understand the context of problems before applying analytical skills to address the issues

Apps Support Senior Manager Resume Examples & Samples

Fraud Prevention
Citibanamex Technology process
ABInitio
TIBCO
WAS

Apps Support Senior Manager Resume Examples & Samples

Work closely with business support, development teams, and the Delta1 business to determine strategy & priorities and to ensure that the team is meeting the business’ requirements. Ensure team delivers on these priorities and communicated progress effectively to all stakeholders
Provide technical application support, monitoring the applications and technical platform, answer queries via phone, e-mail and other communication mediums
This group provides the detailed knowledge of the applications and the upstream and downstream dependencies. For example, they should be able to understand the application processes, database schema as an expert, but would not typically being be expected to read and understand the application code
When dealing with major issues, the group would be expected to make key technical recommendations based on their knowledge of the systems and the process flows involved
Experience of working with global teams
Extensive years of experience working in a support environment
Knowledge / working experience of ITRS Active Console

Apps Support Senior Manager Resume Examples & Samples

Work closely with business support, development teams, and the Electronic trading business to determine strategy and priorities and to ensure that the team is meeting the business’ requirements. Ensure team delivers on these priorities and communicated progress effectively to all stakeholders
Excellent communication and internal customer management skills. Excellent technology strategy skills. Ability to define a technology strategy in partnership with other technology leaders and win broad support for the strategy Understanding and documenting business requirements, proposing solutions to meet the business needs, managing the implementation of the solution, weighing priorities, managing client expectations, and resolving any issues that might arise
Extensive years of experience in working in a support environment

Apps Support Senior Manager Resume Examples & Samples

Possess strong technical analysis skills
Skilled in appropriate technologies
SQL Server
Oracle or other basic SQL
Knowledge of MQ Series, NDM / IBM Connect::Direct
ITRS Monitoring tool knowledge (preferred)
Demonstrable Application Support experience
Good Attention to detail
Positive can-do approach
Proactive approach to work environment
Values Diversity