Application Support Manager

Role Overview

Leads a team responsible for the 24x7 operational support, monitoring, stability, and continuous improvement of mission-critical banking applications serving Commercial and Institutional clients. Accountable for ensuring high availability, resilience, service reliability, and operational excellence across production environments while minimizing customer impact and business disruption.

Leads a team responsible for the 24x7 operational support, monitoring, stability, and continuous improvement of mission-critical banking applications serving Commercial and Institutional clients. Accountable for ensuring high availability, resilience, service reliability, and operational excellence across production environments while minimizing customer impact and business disruption. Provides leadership and oversight for production monitoring, incident response, problem management, root cause analysis, service restoration, risk mitigation, and support processes.

Collaborates with application development, infrastructure, security, vendors, and business stakeholders to maintain stable and secure banking services that meet established service level objectives and regulatory requirements. The application supports critical payment, cash management, file transmission, and client-facing business services where system outages or processing failures may have significant customer and business impact.

• Leads a high-performing Application Support team responsible for 24x7 production monitoring, operational support, and service restoration activities.
• Ensures the stability, availability, performance, scalability, resiliency, and recoverability of critical banking applications and supporting platforms.
• Establishes and manages operational support processes, production readiness standards, monitoring strategies, and service-level commitments.
• Oversees daily production operations, scheduled processing activities, batch executions, file transmissions, and critical business processing windows.
• Continuously evaluates application health, operational risks, support metrics, and service trends to drive proactive improvements.

• Leads Major Incident, Critical Incident, and Severity-1 event management activities.
• Coordinates rapid response and recovery efforts involving support teams, infrastructure teams, vendors, and business stakeholders.
• Acts as an escalation point for complex production issues and customer-impacting events.
• Ensures timely communication, stakeholder updates, executive reporting, and customer impact assessments during incidents.
• Drives post-incident reviews, root cause analysis (RCA), corrective actions, and preventative measures to reduce recurring incidents.

• Provides leadership and oversight for Level 2 application investigation, troubleshooting, and issue resolution.
• Guides teams in diagnosing application defects, integration failures, performance degradation, infrastructure-related issues, and operational incidents.
• Partners with Development and Engineering teams for Level 3 escalation and long-term remediation.
• Ensures support teams maintain strong application knowledge and operational expertise across business processes, data flows, interfaces, and technologies.

• Leads problem management processes to identify recurring issues, operational risks, and systemic weaknesses.
• Drives permanent fixes, automation opportunities, knowledge management, and operational efficiencies.
• Implements monitoring enhancements, alert optimization, self-healing capabilities, and support process improvements.
• Uses operational metrics and incident trends to improve service reliability and customer experience.

• Governs production change implementation activities and ensures operational readiness before deployment.
• Reviews change requests, release plans, rollback strategies, and support requirements.
• Ensures all releases meet production support, resiliency, security, and business continuity standards.
• Participates in go-live activities and provides leadership during high-risk production implementations.

• Builds strong partnerships with business stakeholders, technology teams, infrastructure teams, security teams, and external vendors.
• Manages vendor relationships related to operational support, service management, escalations, compliance, and support agreements.
• Ensures vendors meet contractual obligations, response targets, and operational performance expectations.
• Provides operational reporting and service reviews to senior leadership and stakeholders.

• Ensures adherence to operational risk controls, security policies, audit requirements, regulatory obligations, and technology standards.
• Leads Disaster Recovery testing, Business Continuity planning, operational resiliency exercises, and…