Overview

The Apps Support Group Manager is accountable for management of complex, critical, and large professional disciplinary areas. Leads and directs a team of professionals, applying in-depth understanding of the business impact of technical contributions and solid commercial awareness. Generally responsible for delivering a full range of services to one or more businesses or geographic regions, exercising control over resources, policy formulation, and planning, and overseeing budget, performance evaluation, compensation, hiring, disciplinary actions, and terminations.

Responsibilities

- Lead production support for mission‑critical Pega and AI platforms, ensuring system availability, performance, and continuity across environments.
- Demonstrate an in‑depth understanding of how apps support integrates within the overall technology function to achieve objectives; maintain a good understanding of the industry.
- Own end‑to‑end incident management—from detection through resolution and post‑incident review—using observability tools such as Splunk, Grafana, Prometheus, ELK, and OTEL to minimise business impact and reduce recurrence.
- Manage vendor relationships, including oversight for all offshore managed services.
- Partner with product owners, business analysts, and engineering teams across multiple technology areas to document system impacts, surface support requirements, and align on delivery priorities.
- Evaluate risk exposures, security vulnerabilities, and platform gaps; communicate findings clearly to technical and business stakeholders and propose actionable mitigation strategies.
- Develop and maintain automation scripts and tooling using Python, Java, or equivalent languages to reduce manual intervention, accelerate incident resolution, and improve platform observability.
- Act as a technical mentor to junior engineers, guiding workload allocation, sharing expertise, and raising the overall engineering standard of the support function.




- Improve the service level the team provides to our end users, maximizing operational efficiencies, strengthening incident management, problem management, and knowledge‑sharing practices.
- Guide development teams on application stability and supportability improvements.
- Formulate and implement a framework for managing capacity, throughput, and latency.
- Define and implement application onboarding guidelines and standards.
- Coach team members to maximize their potential, work better in a highly integrated team environment, and focus on bringing out their strengths.
- Drive continued cost reductions and efficiencies across the supported portfolios through root‑cause analysis reviews, knowledge management, performance tuning, and user training.
- Evaluate subordinates’ performance and make decisions on pay increases, hiring, terminations, and other personnel actions.
- Participate in business review meetings, relating technology tools and strategies to business requirements.
- Ensure adherence to all support process and tool standards and work with management to create or enhance processes to maintain consistency and quality across the overall support program.
- Influence and negotiate with senior leaders across functions; may communicate with external parties.
- Manage a team or multiple teams, including management of people, budget, planning, performance evaluation, compensation, hiring, disciplinary actions, terminations, and budget approval.
- Perform other duties and functions as assigned.
- Appropriately assess risk when business decisions are made,



demonstrating particular consideration for the firm’s reputation and safeguarding the company, its clients, and assets; drive compliance with applicable laws, rules, and regulations, adhere to policy, apply sound ethical judgment, and report control issues with transparency.

Qualifications

- 10+ years of relevant experience.
- Senior to advanced level experience in an apps support role with commensurate people‑management experience.
- Experience managing senior stakeholder relationships.
- Project management with demonstrable results in improving IT services.
- Exposure to capacity planning and forecasting is a plus.
- Effectively share information with other support team members and with other technology teams.
- Ability to plan and organize workload.
- Consistently demonstrates clear and concise written and verbal communication skills.
- Ability to communicate appropriately to relevant stakeholders.

Beneficial Skills & Qualifications

- Experience supporting AI‑powered platforms, automated workflows, or intelligent service solutions in an enterprise environment.
- Familiarity with Pega or similar low‑code/AI orchestration platforms used in service transformation or operational automation contexts.
- Background in financial services technology, particularly within client service, operations, or digital transformation programs.

Education

- Bachelor’s/University degree (Master’s degree preferred).

Citi is an equal‑opportunity employer, and qualified candidates will receive consideration without regard to 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, please review the Accessibility at Citi resource.

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📌 Apps Support Group Manager - Pega & AI (Mississauga)
🏢 Citi
📍 Mississauga