Application Support Manager

Job Title :

Application Support Manager

Location : OH - Columbus

OH - Columbus

What you'll do :

The role will be responsible for developing and directing a team of application support engineers for Western Alliance Bank’s National Business Lines.

This role works closely with Application delivery teams to ensure the reliability of technology solutions and capabilities.

Primary focus of the application support team is managing Level 1 and Level 2 support including infrastructure monitoring, incident and ticket management and environment configuration and controls.

The NBL applications are expected to thrive in high availability environments with appropriate redundancies and continuities which this team will actively monitor and manage.

The Application Support Manager will coordinate with both vendor partners and our internal IT teams (Architecture, Infrastructure, Cloud, IAM and Security) to ensure the environment stability.

In addition to the support responsibility, the Application Support Manager will have responsibility for a separate delivery team.

The manager will lead a development team focused on the delivery of payment and document management solutions in our Business Escrow Services group working closely with product leaders and across business teams to ensure the delivery and reliability of technology solutions and capabilities.

What we are looking for :

As the Support Leader :

• Develop a disciplined approach in vetting, implementing and monitoring change activity.
• Monitor, manage and communicate issues / incidents in the daily course of business.
• Develop deep understanding of our technology engineering (networks, systems, vendors) and the role / responsibilities that each team plays in operating our business solutions.
• Build and maintain KPIs and KRIs to monitor the stability and application performance.
• Manage and assign work through Tickets, Incidents and Project work across support engineers.
• Manage robust, reliable, secure and scalable systems on premise or in the cloud.
• Ensure adherence to key IT control processes and provide support for compliance and regulatory review of controls.
• Drive employee development, retention, resource planning, talent management, performance management, and achieve a diverse and engaged workforce.

As the Delivery Leader :

• Work closely with product leaders across business teams to ensure the delivery and reliability of technology solutions.
• Develop solutions across multiple IT domains (APIs / services, Portals, Web / Mobile solutions, Core Application Services, Stored Procedures, SSIS packages).
• Build and maintain partnerships to ensure technology team members understand business needs, functional specifications, and delivery solutions that align with business objectives.

Qualifications :

8+ years in a bank and / or FI delivering technical capabilities (in IT or business line) as a service to the organization;

leading application management or development, IT change control and change management, business process improvement, IT application management, incident management.

• 8+ years’ experience in management, project management, IT consulting, or related field.
• 8+ years’ experience working on project(s) involving multiple development life cycles (SDLC).
• 4+ years leading people and developing expertise to manage a scaling environment, working to develop opportunities for people from within the organization and growing a team to be a leading contributor to our future success.
• Demonstrated communication skills across multiple groups including technical resources, application teams, business teams and executive leadership.
• Bachelor’s Degree in Computer Science, CIS, Engineering, or related field.
• Strong ITIL skills in Change, Incident and Problem Management.
• Foundational knowledge on technical infrastructure and architecture to deliver a resilient processing.environment preferably Cloud based solution (Azure is a plus).

Benefits you’ll love :

We offer all the important things you'd want like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program.

In addition, you’ll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!