Application Support Manager

Job Description

Job Description

Key Responsibilities

• Lead a team of 2 Developers, 2 Business Analysts, and 2 Document Retention specialists.
• Provide technical and operational guidance, including coaching, task prioritization, and performance management.
• Ensure the availability and reliability of critical business applications.
• Oversee the core credit union platform and related enterprise applications.
• Act as an escalation point for complex production issues, ensuring timely resolution.
• Manage application incidents, problems, service requests, and root-cause analysis.
• Establish and monitor SLAs, support metrics, and application performance.
• Coordinate application upgrades, patches, and system enhancements.
• Partner with infrastructure and business teams to troubleshoot integration issues.
• Guide development activities for application enhancements and integrations.
• Oversee document retention processes, ensuring compliance and lifecycle management.
• Manage third-party vendors, including escalations and technical coordination.
• Support integrations between the core platform and other applications.
• Develop and maintain support documentation, procedures, and standards.
• Participate in change and release management to minimize production risk.
• Identify opportunities to improve application stability and support processes.
• Collaborate with business stakeholders to address application needs and priorities.
• Ensure compliance with security, audit, and regulatory requirements.
• Participate in disaster recovery and business continuity planning.

Required Qualifications

• 7+ years in application support, production support, or related technology roles.
• 3+ years of experience leading a technical or application-focused team.
• Experience in a credit union, bank, or regulated financial services environment.
• Experience with at least one of the core platforms: Jack Henry Symitar/Episys, Fiserv DNA, Corelation KeyStone, or FIS Horizon/Profile.
• Strong knowledge of incident, problem, and change management processes.
• Experience troubleshooting application, database, and integration issues.
• Familiarity with SQL for investigating production issues.
• Experience managing third-party software vendors.
• Strong leadership, communication, and stakeholder management skills.
• Ability to balance technical problem-solving with team leadership.
• Willingness to work onsite as required.

Preferred Background

• Experience with applications such as digital banking, loan origination, payments, CRM platforms, and document management systems.
• Experience with fraud and risk applications, financial systems, and data integrations.