Senior App Support Specialist

Senior Application Support Specialist – Whippany, NJ

Job Overview:
Monitor and maintain the bank’s critical technology infrastructure, resolve complex technical issues, and minimise disruption to operations.

• Provide application support for essential enterprise banking systems, including Pega CLM and KYC frameworks, to ensure system availability and regulatory compliance.
• Perform incident, problem, and change analysis, including root‑cause analysis and identification of preventative controls in accordance with ITIL standards.
• Develop, analyze, and maintain operational standards, control procedures, and service‑level documentation to ensure compliance with internal risk management policies, banking regulations, and audit requirements.
• Identify, analyse, and address technology and operational risks associated with enterprise application systems by collaborating with compliance, audit, risk, and change‑management teams.
• Collaborate with third‑party technology service providers to analyse service‑level information and support the escalation of complex technical issues.
• Support analysis, implementation, and enhancement of enterprise application solutions, including system upgrades, platform migrations, integrations, and related technical initiatives.
• Provide technical analysis and guidance in resolving complex production issues, including reviewing system logs and supporting resolution approaches for high‑severity incidents.
• Use system monitoring, scheduling, automation, and observability tools—such as Auto Sys, Geneos ITRS, and the Observe Platform—to analyse system behaviour, identify performance trends, and support system stability and reliability.

• Lead a team performing complex tasks, coaching employees, setting objectives, and conducting performance appraisals.
• Collaborate closely with other functions and business divisions, aligning across the enterprise and energising stakeholders.
• Consult on complex issues, providing advice to People Leaders and supporting the resolution of escalated problems.
• Identify ways to mitigate risk and develop new policies and procedures to strengthen controls.

Salary range: $153,000–$160,000 per year (base only). Eligible for incentive award.

Benefits include medical, dental, and vision coverage, 401(k), life insurance, and paid leave for qualifying circumstances.

Hybrid role; may telecommute pursuant to company policies.