Senior : Application Support Manager | Full Time

Overview

Remote
Depends on Experience
Full Time

Skills

Production Support
Product Support
Technical Support
Service Delivery
Root Cause Analysis
Banking

Job Details

Senior : Application Support Manager | Full Time

  • Location: United States : Remote
  • Position Type: Full TimFull-Time
  • Experience: 10+ Years (Minimum 3+ Years in a Leadership Role)

Job Description:

We are seeking a highly skilled Production Support Leader to manage L2/L3 support teams for banking and financial application and product support. This full-time leadership role is focused on ensuring operational excellence, managing escalations, and delivering reliable support for Core Banking, Merchant & Biller Systems, and Payment Processing platforms.

The ideal candidate will have a strong technical foundation, hands-on production support experience, and a proven track record in leading large teams in a 24x7 mission-critical environment.

Key Responsibilities:

  • Lead and manage large-scale Process Support and Technical Support teams(L2/L3 engineers) focused on banking and financial application and product support
  • Own and drive Core Banking and Payment domain production supportwith a high level of accountability
  • Track, analyze, and report on support KPIs; identify trends and implement continuous improvement initiatives
  • Collaborate closely with senior stakeholders and clientsto ensure smooth service delivery and effective escalation handling
  • Optimize and standardize existing support processes; identify and implement automation opportunities
  • Manage the end-to-end lifecycle of L1/L2/L3 tickets, including triaging, resolution, and Root Cause Analysis (RCA)
  • Provide strategic and tactical leadership to enhance process maturity and operational efficiency
  • Ensure 24x7 support readiness, including after-hours flexibilityto back global support operations

Domain Expertise Needed:

  • Industry: Banking & Financial Services
  • Platforms: Core Banking Systems, Merchant & Biller Platforms, Payment Gateways
  • Support Type: Application and Product Support (B2B Enterprise)
  • Environment: Fast-paced, mission-critical, customer-facing

Required Skills & Qualifications:

  • 15+ years in IT with 3+ years in a leadership rolein L2/L3 production support
  • Proven experience in banking and financial services, especially Core Banking & Payments
  • Strong leadership in Process and Tech Supportteam management
  • In-depth experience with ticket triaging and support workflowsacross L1/L2/L3
  • Familiarity with Java-based systemsand enterprise support architectures
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