Digital Platform Support Analyst

Garden City, NY (Hybrid) Salary Range: $75,000 - $90,000

• Oversee digital banking platforms to confirm that services remain accessible, stable, and function properly.
• Address platform incidents, service disruptions, and customer‑impacting issues by promptly triaging alerts, opening tickets, and coordinating resolution activities.
• Track and support issue resolution processes, including the documentation of symptoms, troubleshooting of customer concerns, assistance with root‑cause analysis, and verification of implemented solutions.
• Conduct customer outreach as needed during incidents or escalations to gather additional details, validate reported issues, and communicate findings to internal teams and vendors.
• Help staff in resolving complex customer requests and issues in a timely manner.
• Participate in escalation calls during outages or incidents and provide regular status updates to internal stakeholders.
• Support the management of mobile app stores by coordinating releases, ensuring compliance with Apple and Google requirements, and confirming that app updates are successfully implemented.
• Monitor and validate critical file processing for digital transactional operations (e.g., BIC, ACH, batch jobs), ensuring accuracy, completeness, and timely execution.
• Provide 24/7 operational support for critical incidents, outages, and emergency fixes to ensure rapid resolution and protect customer and business operations.
• Maintain platform support documentation including operational procedures, escalation paths, vendor contacts, and incident records.
• Contribute to operational reporting by compiling incident data, outage metrics, and platform performance information.
• Perform other duties as assigned.

• Bachelor's degree or equivalent professional experience required.
• 3-5 years of experience in digital banking, platform support, technology operations, or financial service operations.
• Deep understanding of digital banking platforms and services, including online/mobile banking, payments, authentication, and third‑party integrations.
• Proven experience supporting incident response, service restoration, and platform stability efforts in a high‑availability environment.
• Comprehensive expertise in digital operational processes, encompassing file processing (ACH, batch jobs, BIC files), release support, and management of platform dependencies.
• Ability to lead cross‑functional teams and influence Technology, Digital Product, Operations, Risk, and external vendors.
• Exceptional problem‑solving and analytical skills with the ability to diagnose complex issues quickly and drive sustainable remediation.
• Strong communication and interpersonal skills, with experience delivering clear, concise updates to leadership during outages, escalations, and critical events.
• Proficiency with platform monitoring tools, ticketing systems, and operational reporting technologies.
• Ability to manage multiple priorities in a fast‑paced, high‑visibility environment with strong attention to detail and urgency.
• Digitally savvy and current on evolving device, browser, mobile OS, and platform requirements.
• Demonstrated leadership experience building, mentoring, and retaining high‑performing teams.

• Some travel for mandatory training may be required.
• Visa sponsorship not available.

We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and/or veteran status, or any other Federal or State legally‑protected classes.

Apple Bank will make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodation would impose an undue hardship on the operation of our business. If you are interested in applying for an employment opportunity and feel you need a reasonable accommodation pursuant to the ADA, please contact us at ta Know Your Rights: https://(Use the "Apply for this Job" box below).

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