Responsibilities
The Vertical Apps Release and Support Manager is part of Software Management Services group responsible for the centralized execution of Desktop platform and software upgrades for Citi’s 500,000 end points. Vertical apps release management and support functions include the management of upgrade tasks for software applications used by line of businesses and their rollout in the production environment such as physical desktops, cloud, cloud plus and RDSH servers. Release management means keeping the Desktop environment safe and sound and ensure that applications, software and operating systems are kept current at all time. Because of the size of the Citi desktop environment, the diverse hardware types and the large number of software applications in use across the firm, Development and Release Management both require careful planning across multiple line of business as well as countries around the world.
The functions in scope are: 1) Release planning which is performed by release managers 2) Investigation and Remediation of anomalies 3) Level 2 SCCM/Intune and Desktop Support. These functions all report into the Vertical Release Management Head. Combined, the team provide the automation, execution, monitoring and troubleshooting of any type of Vertical release. The role of the Team manager is to provide technical leadership and to own the release plans and execute their implementation in a silent and timely manner.
A successful candidate will
Manage a virtual and global team made up of approx. 35 staff including 3rd party engineers
Balance risk, whilst driving the Release and Support team to meet expected saturation and penetration metrics
Identify and leverage opportunities for continuous process and performance improvement through workflow changes, automation, and resource allocation
Work closely with internal and third-party partners to ensure that upgrades and migrations are completed on time and that the necessary tools and infrastructure required to automate migration are available.
Address client escalations and/or proactively address potential client concerns
Work closely with senior management to align Global Software Management Services with tactical and strategic objectives
Lead and develop team members through coaching, mentoring, and direct instruction
Skillset Requirements
10 years’ experience in an Enterprise environment
10 years’ experience with Level 2/3 support of a large (100K+) Microsoft Windows environment
5 years’ experience working with Microsoft SCCM
Thorough understanding of ITIL best practices in relation to incident, change and deployment management.
Working knowledge of scripting, SQL Server, web technologies
Intune/Azure experience
Ability to manage and coordinate tasks in multiple regions and across time zones
Excellent written and verbal communications
Qualifications
Bachelor’s Degree in IT / Computer management
10 years multi-disciplinary IT experience
10 years managerial experience
ITIL Certification
Experience managing multiple staff across various functional roles and locations
Experience hiring, developing, and retaining highly skilled teams
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Job Family Group:
Technology
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Job Family:
Systems & Engineering
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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.
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