Application Support Manager

SUMMARY

The Application Support Manager oversees end-to-end production support for enterprise applications, including core banking, loan management, and related products and services. This role leads a team responsible for ensuring the reliability, availability, performance, and regulatory compliance of missioncritical financial systems that support retail, commercial, and operational banking activities. The manager is accountable for swift incident response and service restoration, managing breakfix activities, driving permanent resolutions, and establishing proactive monitoring, operational best practices, and continuous improvement programs. This position works closely with business partners, application delivery teams, infrastructure teams, and thirdparty vendors to ensure systems align with business objectives, regulatory standards, and defined service levels.

Ensures compliance with established Company policies and procedures.  Demonstrates knowledge of, adherence to, monitoring and responsibility for compliance with state and federal regulations and laws as they pertain to this position including but not limited to the following: Regulation Z (Truth in Lending Act), Regulation B (Equal Credit Opportunity Act), Home Mortgage Disclosure Act, Real Estate Settlement Procedures Act, Fair Credit Reporting Act, Bank Secrecy Act in conjunction with the USA PATRIOT Act, Anti-Money Laundering and Customer Information Program, Right to Financial Privacy Act (state and federal) and Community Reinvestment Act.

REQUIRED DUTIES

1.    Lead endtoend production support for enterprise applications, ensuring stable and reliable operations across all business units.

2.    Direct incident management activities, including triage, root cause analysis, escalation, resolution, and recovery for application, interface, batch, and integration failures.

3.    Ensure incidents and service requests are resolved within established SLAs, with clear, timely communication to stakeholders.

4.    Oversee breakfix activities, coordinating urgent fixes, patches, and production releases as required.

5.    Proactively monitor system health, transaction volumes, batch processing, interfaces, file transfers, and user activity to identify and address issues before impact.

6.    Perform and oversee daily operational hygiene activities to maintain system stability, including system maintenance, patching, vulnerability remediation, and coordinated application updates.

7.    Analyze capacity, performance, and utilization trends to support business growth and scalability.

8.    Identify systemic weaknesses and integration failure points and drive permanent remediation efforts.

9.    Ensure applications comply with security standards, regulatory requirements, audit controls, and internal policies, including SOX controls.

10.    Develop, maintain, and enforce application support procedures, runbooks, and standardized operational processes.

11.    Maintain comprehensive documentation and institutional knowledge to support operational continuity.

12.    Support internal and external audits and regulatory examinations, including evidence collection and control validation.

13.    Manage, mentor, and develop application support staff, including setting KPIs/KRAs, conducting performance reviews, and promoting skill development.

14.    Allocate resources effectively to optimize operational efficiency and service delivery.

15.    Evaluate, recommend, and implement technology solutions—systems, tools, and automation—to improve operational efficiency and support enterprise business objectives.

16.    Oversee system configuration, maintenance, and implementation of new software releases across multiple platforms.

17.    Continuously seek opportunities to enhance system performance, stability, and overall user experience.

18.    Participate in regular meetings with IT teams and thirdparty vendors to review performance, track progress, and resolve issues; serve as a liaison between business stakeholders, IT teams, and vendors.

19.    Monitor vendor performance and ensure adherence to contractual service level commitments.

20.    Establish and enforce standardized processes for support execution, testing, and delivery; collaborate with project teams to ensure testing meets quality, scope, and timeline objectives.

21.    Drive automation initiatives across the application support function.

22.    Evaluate and manage technical support systems, including hardware and software, and recommend upgrades or changes as appropriate.

23.    Oversee troubleshooting and resolution of complex applications, infrastructure, and network-related issues.

24.    Implement and maintain standardized asset tracking and management practices.

25.    Contribute to the effectiveness of a team that integrates multiple functions/ disciplines (matrix organization).

26.    Understand and apply change control procedures effectively. 

27.    Follow policies and procedures; complete tasks correctly and on time; support the company’s goals and values.

28.    Demonstrate knowledge of and adherence to EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action.

29.    Perform duties specific to the position and other functions as assigned.

MINIMUM REQUIREMENTS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position.  The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner.  Individual abilities may result in some deviation from these guidelines.

•    Bachelor’s degree (BA) from an accredited four-year college or university, or equivalent education from a technical or trade school; alternatively, a minimum of five (5) years of relevant experience and/or training, or an equivalent combination of education and experience. Relevant work experience should include a technical background in information systems management, products, or services. Educational experience, whether through formal coursework, technical programs, or internal training, should be related to the business or financial industry.

•    Minimum of five (5) years of experience in IT and application support, preferably within banking or financial services.

•    Strong knowledge of production support processes and incident management.

•    Broad technical proficiency across applications, operating systems, networks, and databases.

•    Excellent written and verbal communication skills.

•    Experience supporting core banking systems and related banking products or services.

•    Prior experience with Fiserv core banking platforms.

•    Background working in regulated financial environments.

•    Demonstrated leadership and team management capabilities.

•    Experience with enterprise application support, including SQL and reporting.

•    Familiarity with ITSM frameworks and ITIL best practices.

•    Excellent verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, read, analyze and interpret documents and professional journals, understand procedures, write reports, correspondence and procedures, speak clearly to customers and employees.

•    Intermediate math skills; ability to calculate interest and balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; compute rate, ratio and percent, including the drafting and interpretation of bar graphs.

•    Keeps abreast of the latest security and privacy legislation, regulations, advisories, alerts and vulnerabilities pertaining to the organization. Conducts continual research to maintain knowledge of technology, customer needs and overall requirements; stays current with advancements in technology relative to data administration, security, related services, and FFIEC Guidelines; makes recommendations to evolve information security practices and procedures to accommodate such changes.

•    Ability to deal with complex problems involving multiple facets and variables in non-standardized situations.

•    Ability to work with minimal supervision while performing duties.

•    Ability to work and communicate with all levels of employee and management in a supportive and analytical role.

•    Current driver’s license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities.

Pay $122,600 - $155,600 per year. The salary reflects the full, reasonably expected salary range for this position. Salary is based on the candidate’s current experience, education, skills, and abilities related to the position. Successful candidates may be eligible for bonus, stock, commissions, and incentives at the Company’s sole discretion. We offer a comprehensive benefits package, which vary depending on the position ultimately offered.  All employees are offered paid sick time off.  Depending on the position offered, benefits packages may include vacation leave; paid holidays; medical, dental, vision, life and disability insurance packages for employees and dependents; various other voluntary benefit offers, and optional retirement accounts.

We are an Equal Opportunity Employer. All applicants will receive consideration for employment without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity, gender expression, genetic information, or military or Veteran status, or any other characteristic protected by law.

The application window for this position is expected to close on May 29, 2026.