Job Description

Excited to grow your career? We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply! Our people make all the difference in our success. - Job Context and Purpose: The leader in this domain would be accountable for building a client centric and diverse culture across their team whilst ensuring responsibly 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 ASIA Production Services is responsible for 24x7 application support of global business critical services that underpin the overall performance of a multi-billion dollar business segment within the bank. The role manages an organization of over 700 L2 support engineers as well as augmented vendor staff of L0/L1 resources over 11 countries. The group ensures availability and stability of services, their security, regulatory compliance and customer experience associated with the individual domains. 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 ASIA O&T Senior Leadership team and will have a Matrix reporting line into the ASIA Head of Operations and Technology Key Focus Areas:

• Primarily focused on supporting ICGs ASIAs region’s 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
• Act as the ASIA ICG Support Senior Manager under various regulatory regimes such as Singapore MAS SM or Hong Kong SFC MIC, and provide support to the respective In-Country O&T Management as well as APAC O&T Head on such matters. Support all APAC Markets regulatory enquiries and mandatory initiatives, working with Business, Compliance, Legal and other partners
• 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,SLO’s, 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 Citi’s clients.
• Develop & manage relationships with key stakeholders across the Regional business, operations and technology groups across the ICG. This includes reporting key performance indicators (KPIs) to measure the service levels across the ICG 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:

• 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.
• 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.
• Honesty, integrity and reputation
• Financial soundness
• Competence and capability

- Job Family Group: Technology - Job Family: Applications Support - Time Type: Full time - 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. View the "EEO is the Law" poster. View the EEO is the Law Supplement. View the EEO Policy Statement. View the Pay Transparency Posting