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AVP – IT Product Support Manager

Job Description

                                                                                         AVP – IT Product Support Manager – Manhattan, NY or Scarsdale, NY

General Description

The IT Product  Support Manager will provide technology for systems that provides business services to Apple Bank customers. This position will play a key role in being a support & technology liaison between service provider(s) and end users of  applications, and enable Retail Banking team to deliver exceptional service to customers.

Essential Duties and Responsibilities

The IT Product support Manager will be responsible for day-to-day technology support of Retail/Business Services – such as Merchant RDC, Positive Pay, Wire services,  and Check Fraud application.

The responsibility includes but is not limited to:

  • Act as liaison between Vendor (service) provider and back office end users of the above services team for all technical support and project delivery processes
  • Will function as a first point of technical contact for end users; Help identify and resolve routine and escalated issues or tickets;
  • Oversee vendor’s changes & releases to the production platform without any issues
  • Work with other technology departments like Help desk, Network/telecom and infrastructure teams etc. if required  - to rapidly resolve issues
  • Be up to speed with the technology architecture and various system components of these critical applications including any interfaces & data flow to other vendor components & to Retail banking Core
  • Help maintain knowledge base including Architecture, configuration and other software artifacts including but not limited to release notes;
  • Communicating vendor/service provider alerts and bulletin information internally to end users, other departments, and/or senior management wherever applicable; Be able to analyze and understand impacts to end users and customers, and be able to articulate the same to Senior technology and/or Business partners if required
  • Be alert to bank wide incidents/alerts that disrupts customer experience, and escalates/work with vendor support to resolve issues; be able to gather RCAs and present to senior officers if required; be able to research/analyze issues
  • Be an effective partner for EPMO for any new initiatives/projects / upgrades for these applications, and be a key contributor for any documents / artifacts that is part of the process
  • Be an effective partner to Business to oversee and QA/test any changes provide by the vendor; Understand impacts to line of business, and to customers
  • Be partner to Info Security for security related initiatives or issues
  • Be familiar with vendor related documents such as SOC reports and vendor application end user controls

Additional Duties and Responsibilities

  • Be familiar of applicable Regs and other regulatory policies such as BSA/AML, Privacy and PCI compliance amongst others
  • Support departmental audits,  and execute corrective action (if needed) in a timely manner
  • Maintain the confidentiality of the Bank’s customers
  • Ensure self and any direct reports remain current on and adhere to all regulatory requirements and training

Skills, Education and Experience

  • 7+ years of experience in Banking technology support including in Treasury / Cash Management Systems
  • Knowledge of  Merchant RDC, Positive Pay, Wire, Check Fraud applications/systems is a must ,
  • Core banking knowledge, ACH platforms and interfaces will be advantageous
  • Experienced understanding of the Retail banking systems/platforms is a must  – including understanding application Architecture, Database technologies, various development tools, Hosting and cloud technology, basic understanding of Network/connectivity amongst others
  • Analytical and business analysis skills is a must with prior experience in writing business requirements, process flow mapping an advantage
  • Experience in resolving and working through escalated and complex customer issues
  • Solid problem solving and critical thinking abilities. Self-motivated professional with a strong work ethic and good judgement, and a passion to work in an ever changing environment
  • Bachelor’s degree preferably in Information technology / Computer Science

Additional Skills

  • Excellent verbal, written, and interpersonal communication skills
  • Ability to handle information professionally and confidentially
  • Ability to operate in a fast-paced and ever changing environment
  • Experience in recognizing service opportunities and providing exceptional customer satisfaction
  • Superior Microsoft Office (Word, Excel, Power point, Visio) skills including presentation skills to senior officers

Apple Bank offers Medical/Dental, Vision, 401k and Tuition Reimbursement to full time employees.

We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and/or veteran status, or any other Federal or State legally-protected classes.

Job Requirements

 

Job Snapshot

Location US-NY-New York
Employment Type Full-Time Employee
Pay Type Year
Pay Rate N/A
Store Type Other
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Company Overview

Apple Bank

From the remnants of the Civil War, a new America emerged. The country was shifting from an agrarian society to one that was more modernized, and various financial reforms compelled the formation of banks throughout the country. While many of those institutions have disappeared into history, Apple Bank continues to stand strong, tracing its roots to the founding bank that was established in 1863 in the Dutch community of Haarlem, New York. In prosperous Haarlem, a group of men committed to serve the financial needs of their neighbors under the auspices of the Haarlem Savings Bank. The Haarlem of that time would be unrecognizable today, with working farms and undeveloped lots dominating the landscape. In April 1863, these men convened at the Rosenbourgh Haarlem Bridge House, a tavern owned by one of the bank’s first trustees, to finalize paperwork that led to the bank opening its doors in June, about a month before the infamous draft riots tore apart the city. Learn More

Contact Information

US-NY-New York

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Snapshot
Apple Bank
Company:
US-NY-New York
Location:
Full-Time Employee
Employment Type:
Year
Pay Type:
N/A
Pay Rate:
Other
Store Type:

Job Description

                                                                                         AVP – IT Product Support Manager – Manhattan, NY or Scarsdale, NY

General Description

The IT Product  Support Manager will provide technology for systems that provides business services to Apple Bank customers. This position will play a key role in being a support & technology liaison between service provider(s) and end users of  applications, and enable Retail Banking team to deliver exceptional service to customers.

Essential Duties and Responsibilities

The IT Product support Manager will be responsible for day-to-day technology support of Retail/Business Services – such as Merchant RDC, Positive Pay, Wire services,  and Check Fraud application.

The responsibility includes but is not limited to:

  • Act as liaison between Vendor (service) provider and back office end users of the above services team for all technical support and project delivery processes
  • Will function as a first point of technical contact for end users; Help identify and resolve routine and escalated issues or tickets;
  • Oversee vendor’s changes & releases to the production platform without any issues
  • Work with other technology departments like Help desk, Network/telecom and infrastructure teams etc. if required  - to rapidly resolve issues
  • Be up to speed with the technology architecture and various system components of these critical applications including any interfaces & data flow to other vendor components & to Retail banking Core
  • Help maintain knowledge base including Architecture, configuration and other software artifacts including but not limited to release notes;
  • Communicating vendor/service provider alerts and bulletin information internally to end users, other departments, and/or senior management wherever applicable; Be able to analyze and understand impacts to end users and customers, and be able to articulate the same to Senior technology and/or Business partners if required
  • Be alert to bank wide incidents/alerts that disrupts customer experience, and escalates/work with vendor support to resolve issues; be able to gather RCAs and present to senior officers if required; be able to research/analyze issues
  • Be an effective partner for EPMO for any new initiatives/projects / upgrades for these applications, and be a key contributor for any documents / artifacts that is part of the process
  • Be an effective partner to Business to oversee and QA/test any changes provide by the vendor; Understand impacts to line of business, and to customers
  • Be partner to Info Security for security related initiatives or issues
  • Be familiar with vendor related documents such as SOC reports and vendor application end user controls

Additional Duties and Responsibilities

  • Be familiar of applicable Regs and other regulatory policies such as BSA/AML, Privacy and PCI compliance amongst others
  • Support departmental audits,  and execute corrective action (if needed) in a timely manner
  • Maintain the confidentiality of the Bank’s customers
  • Ensure self and any direct reports remain current on and adhere to all regulatory requirements and training

Skills, Education and Experience

  • 7+ years of experience in Banking technology support including in Treasury / Cash Management Systems
  • Knowledge of  Merchant RDC, Positive Pay, Wire, Check Fraud applications/systems is a must ,
  • Core banking knowledge, ACH platforms and interfaces will be advantageous
  • Experienced understanding of the Retail banking systems/platforms is a must  – including understanding application Architecture, Database technologies, various development tools, Hosting and cloud technology, basic understanding of Network/connectivity amongst others
  • Analytical and business analysis skills is a must with prior experience in writing business requirements, process flow mapping an advantage
  • Experience in resolving and working through escalated and complex customer issues
  • Solid problem solving and critical thinking abilities. Self-motivated professional with a strong work ethic and good judgement, and a passion to work in an ever changing environment
  • Bachelor’s degree preferably in Information technology / Computer Science

Additional Skills

  • Excellent verbal, written, and interpersonal communication skills
  • Ability to handle information professionally and confidentially
  • Ability to operate in a fast-paced and ever changing environment
  • Experience in recognizing service opportunities and providing exceptional customer satisfaction
  • Superior Microsoft Office (Word, Excel, Power point, Visio) skills including presentation skills to senior officers

Apple Bank offers Medical/Dental, Vision, 401k and Tuition Reimbursement to full time employees.

We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and/or veteran status, or any other Federal or State legally-protected classes.

Job Requirements

 
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