Senior Banking Applications Support Manager

Senior Banking Applications Support Manager

• Location: United States : Remote
• Position Type: Full-Time
• Experience: 15+ Years (Minimum 3+ Years in a Leadership Role)

Job Description:

We are hiring an experienced Senior Banking Applications Support Manager with deep expertise in banking and payment systems, and a proven track record in managing L1, L2, and L3 support teams. This role is critical for ensuring the stability, performance, and 24/7 availability of business-critical applications in the financial services domain.

Key Responsibilities:

• Lead and manage day-to-day production support across L1, L2, and L3 teams for banking/payment applications.
• Provide end-to-end support for incident, problem, and change management processes.
• Handle P1/P2 major incidents, ensuring timely communication and resolution.
• Coordinate with application development, DevOps, infrastructure, and business teams for root cause analysis (RCA) and permanent fixes.
• Monitor batch processes, real-time transactions, and system health using monitoring tools.
• Maintain and improve SOPs, KB articles, escalation paths, and support documentation.
• Ensure compliance and audit-readiness for all operational activities (SOX, PCI, FFIEC, etc.).
• Drive continuous improvement in service quality, reliability, and team performance.

Required Skills & Experience:

• 8+ years of experience in Production/Application Support roles in Banking/Financial Services.
• Strong understanding of Payments Systems (ACH, Wire, SWIFT, RTP, ISO20022, Card Processing).
• Proven experience managing multi-tiered L1/L2/L3 support teams (global or distributed teams preferred).
• Hands-on experience with tools like ServiceNow, AppDynamics, Splunk, Control-M, Autosys.
• Proficiency in UNIX/Linux, Oracle/SQL, and scripting (Shell/Python).
• Familiar with incident triage, SLAs, monitoring dashboards, and ticketing systems.
• Solid understanding of ITIL practices and operational risk controls.

Preferred Qualifications:

• Experience with core banking platforms (e.g., FLEXCUBE, Finacle, Base24).
• Middleware experience: IBM MQ, Kafka, WebSphere, WebLogic.
• Cloud exposure: AWS / Azure (a plus).
• ITIL Certification or equivalent is a bonus.

Soft Skills:

• Strong problem-solving and analytical mindset.
• Clear verbal and written communication.
• Ability to lead under pressure and during high-severity incidents.
• Excellent stakeholder and vendor coordination experience.