Applications Support Manager

Application Support Manager

At Customers Bank, we believe in working hard, working smart, working together to deliver memorable customer experiences and having fun. Our vision, mission, and values guide us along our path to achieve excellence. Passion, attitude, creativity, integrity, alignment, and execution are cornerstones of our behaviors. They define who we are as an organization and as individuals. Everyone is encouraged to have personal development plans. By doing so, our team members are on their way to achieve their highest potential and be successful in their personal and professional lives.

Founded in 2009, Customers Bank is a super-community bank with over $22 billion in assets. We believe in dedicated personal service for the businesses, professionals, individuals, and families we work with.

We get you further, faster.

Focused on you: We provide every customer with a single point of contact. A dedicated team member who's committed to meeting your needs today and tomorrow.

On the leading edge: We're innovating with the latest tools and technology so we can react to market conditions quicker and help you get ahead.

Proven reliability: We always ground our innovation in our deep experience and strong financial foundation, so we're a partner you can trust.

The Application Support Manager is responsible for leading the operational support, administration, maintenance, and continuous improvement of enterprise and banking applications across the organization. This role provides leadership for the application support team while ensuring high availability, stability, performance, and customer satisfaction for critical business platforms and integrations.

The ideal candidate will possess strong technical expertise in enterprise application support, production operations, incident management, application upgrades, and platform administration, along with proven leadership experience managing technical teams in a fast-paced environment. This role will partner closely with infrastructure, development, cybersecurity, vendors, and business stakeholders to support strategic initiatives and ensure operational excellence.

Leadership & Team Management

• Lead and manage a team of application support professionals, including full-time employees and contractors.
• Provide coaching, mentoring, performance management, and professional development opportunities for team members.
• Establish operational goals, support standards, and performance metrics to ensure service excellence.
• Foster a collaborative, customer-focused culture centered on accountability, responsiveness, and continuous improvement.
• Assist with recruiting, onboarding, training, and resource planning activities.

Application Support & Operations

• Oversee operational support for enterprise applications, banking platforms, and business-critical systems in production and non-production environments.
• Ensure timely resolution of incidents, service requests, and production support issues while maintaining service level expectations.
• Lead application upgrade planning, testing, implementation, and post-deployment support activities.
• Oversee application monitoring, alerting, system health checks, and operational readiness processes.
• Manage production support activities, maintenance schedules, release coordination, and change management procedures.
• Support enterprise platforms including ServiceNow, banking applications, and integrated business systems.
• Coordinate support activities involving APIs, file transfers, integrations, middleware, and cloud-hosted applications.
• Ensure operational documentation, support procedures, and knowledge articles remain accurate and current.

Incident, Change & Operational Support

• Act as an escalation point for application-related operational issues and coordinate with infrastructure, development, vendor, and support teams as needed.
• Partner with the enterprise Incident Management team during major incidents, outages, and service disruptions to support troubleshooting, communication, and resolution activities.
• Support root cause review activities by providing application-specific analysis, operational insights, and remediation recommendations following incidents or outages.
• Ensure adherence to IT governance, audit, compliance, and change management standards.
• Coordinate application maintenance activities, production changes, release schedules, and operational readiness processes.
• Utilize tools such as ServiceNow and monitoring platforms to support operational workflows, service requests, and production support activities.
• Identify recurring operational issues and work collaboratively with technical teams to implement process improvements, automation, or long-term remediation solutions.

Platform Administration & Continuous Improvement

• Provide oversight for platform administration, configuration, and operational support activities across enterprise applications.
• Partner with development, infrastructure, and cybersecurity teams to improve system reliability, automation, monitoring, and support processes.
• Lead continuous improvement initiatives focused on operational efficiency, automation, and customer experience enhancements.
• Support integration initiatives involving APIs, secure file transfers, and enterprise application connectivity.
• Maintain awareness of emerging technologies, platform capabilities, and industry best practices within banking and financial services environments.

Collaboration & Stakeholder Engagement

• Collaborate with business leaders, product owners, vendors, and technical teams to prioritize support activities and operational improvements.
• Translate business requirements and operational challenges into technical solutions and support strategies.
• Provide regular reporting and updates regarding operational performance, incidents, risks, and ongoing initiatives.
• Serve as a primary escalation point for critical application and production support issues.
• Build and maintain strong relationships with internal stakeholders, third-party vendors, and external partners.

Required Skills & Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field preferred.
• 7+ years of experience in application support, enterprise systems administration, or technical operations.
• 3+ years of leadership experience managing technical teams, including contractors and full-time employees.
• Experience supporting enterprise applications within banking, financial services, or regulated environments.
• Strong experience managing production support operations, incident management, and change management processes.
• Experience supporting enterprise platforms such as ServiceNow and banking-related applications.
• Strong understanding of APIs, integrations, authentication methods, and secure application connectivity.
• Experience supporting Windows Server, Azure/cloud environments, and SQL-based applications.
• Strong troubleshooting, analytical, and problem-solving skills in complex enterprise environments.
• Experience with operational monitoring, automation, and process improvement initiatives.
• Familiarity with ITSM platforms and operational tools including ServiceNow and monitoring solutions.
• Excellent communication, organizational, and stakeholder management skills.
• Ability to manage multiple priorities and lead teams effectively in a fast-paced environment.

Preferred Skills & Qualifications

• Experience supporting FIS or other core banking platforms.
• Familiarity with ITIL processes and IT Service Management best practices.
• Experience with scripting and automation technologies such as PowerShell.
• Knowledge of secure file transfer technologies, middleware, and enterprise integrations.
• Experience supporting SaaS platforms and cloud-hosted applications.
• Exposure to DevOps, CI/CD pipelines, and release management processes.
• ITIL, ServiceNow, Azure, or related technical certifications preferred.
• Experience participating in audit, compliance, and regulatory initiatives within financial services environments.
• Strong documentation and operational process development skills.

Technology Skills:

• Ability to work with the Microsoft Suite and learn/work with other Customers Bank's applications.
• Experience with enterprise application platforms such as ServiceNow, banking systems, and cloud-hosted applications.
• Familiarity with monitoring tools, ITSM platforms, and operational support technologies.
• Experience with Windows Server, Azure, and SQL-based environments.
• Knowledge of APIs, integrations, middleware, and secure file transfer technologies.
• Familiarity with AI and automation tools that support productivity, workflow efficiency, and client engagement.

Customers Bank is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

We also provide "reasonable accommodations", upon request, to qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state and local laws.

Diversity Statement:

At Customers Bank, we believe in working smart, working together, and having fun while delivering innovative solutions and memorable experiences for our customers. We are committed to the continual advancement of a culture which reflects the value we place on diversity, equity, and inclusion. We honor the diverse experiences, perspectives, and identities of our team members, and we recognize that it is their passion,