Pega Application Support - Vice President

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments, and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. 

As a bank with a brain and a soul, Citi creates economic value that is systemically responsible and in our clients’ best interests. As a financial institution that touches every region of the world and every sector that shapes your daily life, our Enterprise Operations & Technology teams are charged with a mission that rivals any large tech company. Our technology solutions are the foundations of everything we do from keeping the bank safe, managing global resources, and providing the technical tools our workers need to be successful to designing our digital architecture and ensuring our platforms provide a first-class customer experience. We reimagine client and partner experiences to deliver excellence through secure, reliable, and efficient services. 

Our commitment to diversity includes a workforce that represents the clients we serve from all walks of life, backgrounds, and origins. We foster an environment where the best people want to work. We value and demand respect for others, promote individuals based on merit, and ensure opportunities for personal development are widely available to all. Ideal candidates are innovators with well-rounded backgrounds who bring their authentic selves to work and complement our culture of delivering results with pride. If you are a problem solver who seeks passion in your work, come join us. We’ll enable growth and progress together. 

The Pega Application Support - Vice President is a strategic professional who stays abreast of developments within own field and contributes to directional strategy by considering their application in own job and the business. Recognized technical authority for an area within the business. Requires basic commercial awareness. There are typically multiple people within the business that provide the same level of subject matter expertise. Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional external customers. Significant impact on the area through complex deliverables. Provides advice and counsel related to the technology or operations of the business. Work impacts an entire area, which eventually affects the overall performance and effectiveness of the sub-function/job family.

Responsibilities:

• Provide support for identification of gaps and opportunities for improvement in banking applications 

• Support the implementation of feedback models to enable continuous process improvement.  

• Assist in developing and maintaining dashboards and reporting to provide visibility into system performance.  

• Proactively monitor applications to prevent issues and ensure optimal operational performance.  

• Manage, maintain and support applications and their operating environments, focusing on stability, quality and functionality against service level expectations. 

• Provide support, diagnose and resolve issues, manage updates, and create documentation for both internal users and external customers.  

• Ensure essential procedures are followed and help to define operating standards and processes. 

• Work with tools provided to deliver user support for bespoke Business Applications working to agreed SLA's . 

• Create and maintain Knowledge base articles in SharePoint, to aid swift resolution of future support requests. 

• Keep aligned with the IT Service Model, ensuring delivery against any agreed SLA's.