As a strategic leader within our global technology organization, the Vice President of Application Production Support is a senior technical professional responsible for ensuring the stability, reliability, and performance of critical applications within the Investor Services and Fund Accounting domain. This role demands a blend of deep technical expertise, strategic thinking, and formal leadership to drive excellence in a high-stakes, fast-paced environment.
The successful candidate will lead incident and problem management, govern production changes, and enhance our monitoring capabilities. You will serve as the subject matter expert for a suite of Fund Accounting applications, partnering with development and infrastructure teams to deliver resilient and scalable systems. This is a leadership role that requires a profound understanding of how technology underpins the business and the ability to balance technical priorities with strategic objectives.
Key Responsibilities:
- Incident Management:
- Lead and command the response to major production incidents, acting as the primary escalation point to ensure rapid service restoration and minimize business impact.
- Coordinate a global team of engineers and stakeholders during high-pressure situations, providing clear, timely, and effective communication to senior management and business partners.
- Conduct post-incident reviews and drive the implementation of corrective actions to prevent recurrence.
- Problem Management:
- Oversee the end-to-end Problem Management lifecycle, from the identification of recurring issues to the execution of comprehensive root cause analysis (RCA).
- Collaborate with development teams to prioritize and implement permanent fixes, architectural enhancements, and preventative measures to improve system stability.
- Analyze incident data to identify trends and proactively address potential systemic issues before they impact the business.
- Change Management:
- Act as a key gatekeeper for the production environment by rigorously reviewing and approving all application-related changes.
- Represent the production support team in Change Advisory Board (CAB) meetings, assessing risks and ensuring all deployments adhere to strict quality and testing standards.
- Ensure all changes are documented, communicated, and deployed in a controlled and auditable manner.
- Monitoring and System Health:
- Design, implement, and optimize sophisticated monitoring solutions using ITRS Geneos, creating custom dashboards, rules, and alerts for proactive system health checks.
- Utilize monitoring tools to gain deep insights into application performance, capacity, and availability, and drive continuous improvement initiatives.
- Develop and maintain automated recovery scripts and operational playbooks to improve the efficiency of the support team.
- Leadership and Strategy:
- Serve as a senior technical advisor and mentor to junior analysts, fostering a culture of technical excellence and continuous learning.
- Partner with Product Owners, Business Analysts, and Infrastructure teams to define support requirements and influence the design of new systems for optimal reliability and supportability.
- Provide domain-specific expertise on Fund Accounting principles and workflows to guide technical solutions and strategic planning.
- Appropriately assess risk when business decisions are made, demonstrating consideration for the firm's reputation and safeguarding Citigroup, its clients, and assets by driving compliance with applicable laws, rules, and regulations.
- Participate in a weekend on-call rotation.
Qualifications:
- Experience:
- Domain knowledge of Investor Services/ Fund Accounting will be preferred. This includes a strong understanding of the fund lifecycle, NAV calculation, trade processing, and reconciliation.
- 10+ years of extensive experience in a senior application production support role within a global investment bank or similar financial services institution.
- Technical Skills:
- ITRS Geneos: Proven, hands-on expertise in configuring, scripting, and managing ITRS Geneos for enterprise-level application and infrastructure monitoring.
- ITIL: Expert-level knowledge and practical application of ITIL frameworks, specifically in Incident, Problem, and Change Management.
- Core Technologies: Strong proficiency in SQL (complex queries, performance tuning), relational databases (e.g., MSSQL, Oracle), and scripting/command-line expertise in Unix/Linux environments.
- Issue Management: Demonstrable experience with issue tracking and reporting using tools like JIRA and ServiceNow.
- Competencies:
- Leadership: Proven ability to lead teams and manage major incidents under pressure. Assumes informal/formal leadership roles with confidence.
- Communication: Exceptional written and verbal communication skills, with the ability to explain complex technical issues in simple terms to non-technical senior stakeholders.
- Analytical Mindset: Superior analytical and problem-solving skills, with the ability to filter, prioritize, and validate complex and dynamic information from multiple sources.
- Execution: Advanced execution capabilities with a demonstrated ability to adjust quickly to shifting priorities and manage a demanding workload.
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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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Most Relevant Skills
Please see the requirements listed above.
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Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.
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