We are seeking a seasoned and strategic Lead Application Support Manager to oversee the operational stability and performance of our critical Fraud and Loss Prevention technology applications. This senior role is pivotal in ensuring the continuous availability, performance, and reliability of our banking platform's fraud detection and prevention systems. The ideal candidate will be a proactive leader with expert-level knowledge of application support best practices, incident management, problem management, and a strong commitment to operational excellence within a dynamic banking environment.
You will be responsible for leading the support function for complex technology solutions involving Java Spring Boot, Python, TIBCO BW, and related infrastructure. This role requires meticulous planning, effective resource and capacity management for support activities, the ability to manage critical incidents, and to drive continuous service improvement across multiple workstreams. Candidates with a strong background in business analysis within the fraud prevention space, particularly with experience in Actimize and knowledge of retail/wealth banking, are highly preferred.
Key Responsibilities- Application Support Leadership: Lead the application support function for critical fraud detection and prevention systems. This includes overseeing critical production incidents, ensuring timely resolution, performing root cause analysis, and implementing preventative measures to maintain high availability and performance.
- Incident Management: Drive the resolution of production incidents, ensuring minimal business impact. Coordinate with development, infrastructure, and business teams during critical outages, communicating status updates effectively to all stakeholders.
- Problem Management: Implement and manage problem management processes to identify, investigate, and resolve the root causes of recurring incidents. Proactively identify potential issues and implement solutions to prevent future occurrences.
- Operational Excellence: Drive initiatives focused on enhancing system reliability, performance, scalability, and resilience. Work closely with SRE/DevOps teams to optimize monitoring, alerting, and incident response procedures.
- SLA and OLA Management: Establish, monitor, and report on Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for application availability, performance, and incident response. Ensure compliance with defined metrics and drive continuous improvement.
- Technical Troubleshooting & Diagnostics: Provide leadership and technical guidance in diagnosing complex technical issues, performing deep-dive analysis, and troubleshooting problems across various technology stacks and integrations.
- Change Management: Oversee and approve application changes in coordination with development and release management teams, ensuring adherence to change control policies and minimizing risks to production stability.
- Monitoring and Alerting: Oversee the implementation and optimization of robust monitoring and alerting systems to proactively detect anomalies, performance bottlenecks, and potential outages.
- Stakeholder Communication: Serve as a primary point of contact for business stakeholders and senior management regarding application health, incident status, and operational improvements. Communicate effectively and transparently.
- Knowledge Management: Develop and maintain comprehensive support documentation, runbooks, and knowledge base articles to facilitate efficient incident resolution and knowledge transfer within the support team.
- Continuous Service Improvement: Identify opportunities for process automation, tooling enhancements, and operational efficiencies within the application support function. Lead initiatives to implement these improvements.
- A minimum of 12 years of professional experience in IT, with at least 5-7 years in an Application Support Management role within the banking or financial services industry.
- Proven track record of successfully leading and managing application support teams for complex, mission-critical systems in a 24/7 environment.
- Expert-level proficiency in IT Service Management (ITSM) principles, with deep experience in Incident Management, Problem Management, Change Management, and Service Request Fulfillment.
- Hands-on experience with application monitoring tools, performance diagnostics, log analysis, and alerting platforms in a distributed microservices environment.
- Strong technical background with experience supporting applications built on technologies such as Java Spring Boot, Python, and middleware like TIBCO.
- Excellent leadership, communication, and interpersonal skills, with the ability to manage senior stakeholders, distributed teams, and high-pressure production incidents.
- Experience with ITIL framework and certification (e.g., ITIL Foundation).
- Ability to perform root cause analysis (RCA) and implement corrective and preventive actions effectively.
- Strong background as a Business Analyst in the Fraud Prevention domain.
- Hands-on experience or deep familiarity with Actimize Enterprise Fraud detection tools (e.g., IFM, SAM, CDD/KYC).
- In-depth knowledge of Retail and/or Wealth Management banking operations and products.
- Experience with SRE (Site Reliability Engineering) practices and principles.
- Bachelor's or Master's degree in Computer Science, Information Technology, or a related field.
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Job Family Group: Technology------------------------------------------------------
Job Family:Applications Support------------------------------------------------------
Time Type:Full time------------------------------------------------------
Most Relevant Skills Please see the requirements listed above.------------------------------------------------------
Other Relevant Skills For complementary skills, please see above and/or contact the recruiter.------------------------------------------------------
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