Apps Support Senior Manager Resume Sample
Jarrell Crist
5246 Ena Ranch,
New York,
NY
+1 (555) 345 6284
Work Experience
Apps Support Senior Manager
11/2015
-
PRESENT
Detroit, MI
- Work closely with 1st & 2nd level support and development teams to ensure team is meeting the business’ requirements. Ensure team delivers on these priorities and communicated progress effectively to all stakeholders
- Global / Regional development leads and their team members
- Citi’s technology /Infrastructure teams i.e. server/ hardware support, networks, storage, messaging and etc
- Work closely with second level support, development teams, and the Commodities business to determine strategy & priorities and to ensure team is meeting the business’ requirements. Ensure team delivers on these priorities and communicated progress effectively to all stakeholders
- Work closely with 1st level support teams and work as part of the 2nd level support team to ensure team is meeting the business’ requirements
- Participate in working with GPA support teams in the overall validation, prioritization and scheduling of any specific and detailed Incident/Major Incident, Request, or Problem Ticket remediation and/or any minor enhancement/defect work
- Work closely with 1st and 2nd level support and development teams to ensure team is meeting the business’ requirements. Ensure team delivers on these priorities and communicated progress effectively to all stakeholders
- Work closely with business support, development teams, and the Delta1 business to determine strategy & priorities and to ensure that the team is meeting the business’ requirements. Ensure team delivers on these priorities and communicated progress effectively to all stakeholders
Apps Support Senior Manager
08/2009
-
10/2015
Boston, MA
- Work closely with business support, development teams, and the Electronic trading business to determine strategy and priorities and to ensure that the team is meeting the business’ requirements. Ensure team delivers on these priorities and communicated progress effectively to all stakeholders
- Managing relationships with downstream systems and teams
- Ensure all productions issues are logged and updated as per the Problem Management Policy
- Review and update contingency documentation
- Write support documentation and procedures
- Ensure application test/checkout plans are updated
- Facilitate the coordination, communication and escalation of incidents impacting the delivery of TTS and Securities Services to the client
Education
Mayville State University
2003 - 2008
Bachelor's Degree in Business
Professional Skills
- Proactivity and Initiative: Self starting. Seizes opportunities and acts upon them. Controls events by making suggestions and proposing actions. Completes tasks, projects and plans before being asked
- Able to communicate clearly and concisely; Strong analytical and problem-solving skills
- Strong interpersonal and people leadership skills; Commercially driven and aware of market trends
- Strong organizational and team management skills; Ability to work under pressure and to tight deadlines
- Strong technical experience capable of doing architecture/design and working with other development & engineering teams
- Collaborate effectively with local colleagues, sharing information and knowledge effectively
- Prior experience with managing IT production services team would be an added advantage, but not essential
How to write Apps Support Senior Manager Resume
Apps Support Senior Manager role is responsible for database, automation, credit, securities, trading, reporting, software, messaging, analytical, communications.
To write great resume for apps support senior manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Apps Support Senior Manager Resume
The section contact information is important in your apps support senior manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Apps Support Senior Manager Resume
The section work experience is an essential part of your apps support senior manager resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous apps support senior manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular apps support senior manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Apps Support Senior Manager resume experience can include:
- Ensure all issues are tracked and work closely with ISG Development/OPS/BA managers to prioritize resolution and knowledge effectively
- Experience working on supporting services applicable to Quantitative Hedge Fund clients is and added advantage
- Manage day to day support activities and requests by prioritizing urgent and important issues with the Belfast support team
- Collaboration with Development colleagues to prioritize bug fixes and support tooling requirements
- Experience providing support in an IB environment
- Experience in Banking Systems for operations and application production support
Education on an Apps Support Senior Manager Resume
Make sure to make education a priority on your apps support senior manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your apps support senior manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Apps Support Senior Manager Resume
When listing skills on your apps support senior manager resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical apps support senior manager skills:
- Experience in managing large scale data warehouse and good understanding of ETL process
- IT (spreadsheet/analytical/modelling skills)
- Learn new skills quickly without supervision
- Managerial skills to lead and drive a local team of individual contributors
- Working software development experience
- Experience of managing vendor relationships, and operating "hybrid" support models in partnership with ASP providers
List of Typical Experience For an Apps Support Senior Manager Resume
1
Experience For Apps Support Senior Manager Resume
- Conduct Knowledge Sharing sessions to enhance internal processes of Change Creation, driving down time-spent in the Creation Process while owning ‘Exception Management’ process
- Represent ISG on the Global Change Hub Review Board and follow directive of the CIO council. Institute policy enhancements and participate in ICG Working-Group to achieve consensus on promoting ServiceNow value-add process enhancements
- Change control/production support experience
- Ensure start of day checks, continuous monitoring, and regional handover are carried out between inter regional teams
- Act as a liaison between users/traders, interfacing internal technology groups and vendors
- Bash/Kourne Shell scripting
2
Experience For Apps Support Senior Manager Resume
- Understands criticality and concepts of information security, SDLC and Compliance
- Perform Incident and Problem reviews for FCC applications and carry out data Incident quality review regularly
- Act as single point of contact for regional escalations from stakeholder groups
- Perform weekly incident/problem reviews with stakeholders and provide progress updates
- Perform post release checkouts after application releases and infrastructure updates
3
Experience For Apps Support Senior Manager Resume
- Citi established the regional Operations and Technology Centre in Belfast and this expansion effort is continuing in our technology teams. With reward and recognition based on performance merit, opportunities exist for staff with the ability and determination to have a rewarding career
- Work-Life Balance - At Citi, we offer flexible work plans which give employees and managers the chance to meet personal and business needs allowing for alternative schedules to customary business hours
- Focus on people development and deputize for the global Credit support manager
- Citi established the regional Operations and Technology Centre in Singapore and this expansion effort is continuing in our technology teams. With reward and recognition based on performance merit, opportunities exist for staff with the ability and determination to have a rewarding career
- Champion run the back activities across multiple teams for the low latency platform (QPB)
List of Typical Skills For an Apps Support Senior Manager Resume
1
Skills For Apps Support Senior Manager Resume
- Experience of leading staff in a Production Support or Operations group in a high availability / mission critical environment
- Experience writing AIX Shell scripts
- Experience writing Linux Shell scripts
- Experience working in a front-office support environment
- Experience working in a support environment
- Experience working in a Commodities PS
2
Skills For Apps Support Senior Manager Resume
- Provide effective metrics reporting on performance & data quality/integrity
- Demonstrated self-motivation to harvest knowledge while sharing same across area
- Strong knowledge of FIX protocol
- Experience with Linux
- Product Experience desirable (Power/NatGas/Crude)
3
Skills For Apps Support Senior Manager Resume
- Experience RDBMS Support
- Experience with UNIX
- Product Experience desirable (Index/Exotics - Power/NatGas/Crude/Ags)
- Knowledge / experience of Incident, Problem, Change preferably of ServiceNow. Understand of Software releases, ability to understand RISK assessment of CHG
- Good SQL knowledge and practical usage. (Able to create ad hoc SQL queries with Oracle/Sybase/SQL Server)
- Good Linux knowledge and practical usage (Able to navigate the system and know the core administration functions)
4
Skills For Apps Support Senior Manager Resume
- Good Linux Shell knowledge and practical usage (Able to create Bash/Ksh scripts)
- Experience with application support would be an added advantage, but not essential
- Working knowledge of Oracle SQL
- Working knowledge of UNIX (Solaris/Linux). (
- Committed to making the Bank a better place through the application of technology; Able to adapt to a rapidly changing working environment
5
Skills For Apps Support Senior Manager Resume
- Drive the team effort on process efficiency improvement including automation, incident reduction, proactive monitoring and planning
- Ensure team adheres to best practices and process including driving compliance to clockwork, resilience and capacity planning
- Set measurable / challenging goals for self and team ensuring continuous improvement and self-development of staff
- Performance Management: Comply with HR performance processes by setting objectives for all direct reports and conducting mid/full year performance reviews
- Manage PS team providing support to Futures and OTC Clearing technology applications
- Record and log all production impacting problems
- Have worked with off-shore teams and operating in a virtual team environment
- Hell scripting (bash/per/ksh/python/ruby)
- Knowledge on Geneos ITRS monitoring would be an added advantage
6
Skills For Apps Support Senior Manager Resume
- Enforce ISG Change Governance policy to ensure that the vetting and approval of Changes remained centralized and in-line with ICG Change Governance
- Ensure all facets of changes are 100% compliant, applying value to the Developer and Prod Services Effort delivered in fully approved Change Controls artifacts
- Global Foreign Exchange market volumes are measured in Trillions of USD per day
- Define and share application checkout plans
- Knowledge of Big Data and EAP is desirable
- Uses initiative to act on opportunities; Action and results oriented
- Work independently as well as in a team-oriented, collaborative/matrix environment is essential
- Line management for all programs/projects within his/her portfolio
- Monitor and track key performance statistics (NCIs, Delivery Rates, Value Delivered, Quality of Time Booked, Financial Variances)
7
Skills For Apps Support Senior Manager Resume
- Troubleshoot and develop complete queries/joins as well as performance evaluation
- Ensure the applications stability and clients services satisfaction
- Timely identification, communication, and escalation of all production and UAT issues for timely resolution within the service level agreement
- Lead the Contingency Of Business exercise, Audit & Compliance requests
- Vendor and resources management
- Enforce the GPA application support operation excellence principle and governance
8
Skills For Apps Support Senior Manager Resume
- Detailed knowledge of ITIL while demonstrating hands-on usage to improve the support services. Experience of deploying, configuring ITRS monitoring tool including building and implementing custom toolkits
- Work under stress and time constraints
- UNIX (AIX/ Linux) environment
- Databases - Oracle, Microsoft SQL
- Strategic operations management (12-24 month time horizon) in his/her portfolio
- Monitor Service Now dashboard and incident metrics
9
Skills For Apps Support Senior Manager Resume
- Review all Incident Management Status and Metrics Reports for accuracy, consistency and timeliness
- Project management and readiness of initiatives related to TTS and Securities Services stability and safety & soundness
- Own: Provide L1/L2 support for mission-critical Data Services applications which interact with all the FO Trade capture system and Risk systems across multiple asset classes
- Manage Application Support team members who are directly reporting and manage the relationship with all internal and third-party service suppliers (e.g. infrastructure, operations, application vendors, etc.) ensuring they meet and maintain SLA/OLA
- Develop strong relationship with the infrastructure & other functional support teams to drive efficiency in production management and change delivery
10
Skills For Apps Support Senior Manager Resume
- Start of Week and Start of day checks, continuous monitoring, and regional handover
- Participate in Critical Site Tests & COB test for supported applications
- Contribute to define and Implement best practices and process for the department. Ensure transparency and consistency across teams in the region and globally
- Ensure development plans are in place for staff
- Supervise direct reports and their activities effectively, including effective record keeping and documentation of key people issue. Ensure direct reports and management teams are competent and have clearly defined responsibilities, both collectively and individually in line with the five pillars of supervision excellence
- Work in partnership with business, operations and technology global teams and platform owners to assure production stability; provide world class technical application support for the Suite of Application under the ICG’s geographically diverse user base
- Lead initiative to develop/improve scripts and other programs to improve efficiency and productivity
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