Pega Application Support - Vice President

Pega Application Support - Vice President

Discover your future at Citi. Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you'll have the opportunity to grow your career, give back to your community, and make a real impact.

Job Overview

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.

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.

Support the documentation of incident reports in the event of major incidents.

Identify opportunities to automate processes within the customer service function.

Qualifications

• 6-10 years' experience
• Required to have Pega CSA or CSSA certification
• Having experience working with Pega applications will be an advantage
• Should have experience working on Infra management, Upgrades, and Cloud Migration
• Practical problem solving and strategic thinking skills
• Demonstrated leadership, interpersonal skills, and relationship building skills
• Service oriented attitude
• Ability to work in a fast-paced environment
• Experience working or leading requirement gathering efforts for multiple large development projects at one-time
• Proficient using basic technical tools and systems
• Good interpersonal and communication skills

Education

• Bachelor's/University degree, Master's degree preferred

In addition to salary, Citi's offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. 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 Citi's EEO Policy Statement and the Know Your Rights poster.