The Digital Application Support Manager provides technical support for Apple Bank’s online and mobile
banking customer facing applications. This position acts as a liaison between the Bank’s service provider
and the end users of our online banking applications, allowing our Retail Banking division to deliver
exceptional service to our customers. The Manager oversees application support for the Digital Banking
group, including support for online banking channels (including online account opening channels), and
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Provide day-to-day leadership in a liaison role between our service providers and the Digital
banking team for technical support and project delivery processes.
Collaborate with various retail banking lines of business including Digital Banking/Digital
Services, as well as peer technology groups.
Participate in the implementation of technology strategic planning initiatives supporting retail
banking applications, which include new products and/or improvements to existing applications.
Oversee vendor changes & releases to our production platform.
Act as the point of escalation for all issues and collaborate with other departments within the IT,
department, including Core, Help Desk, Network/Telecom, and Infrastructure to rapidly resolve
them; analyze and understand impact to our end users and customers; report findings to senior
technology leadership and/or technology partners via root cause analyses.
Evaluate deliverables for current and new technologies.
Work with Information Security department to review security components embedded in our
Maintain knowledge base including architecture, configuration, and other software artifacts such
as release notes.
Escalate vendor support issues to senior management; identify problems and improve support
Partner with Enterprise Project Management Office (EPMO) regarding new initiatives for online
banking channels; review work orders and statements of work.
Responsible for vendor SOC report reviews and vendor application end-user controls (CEUC).
Establish/maintain contacts within financial services industry to keep appraised of business
activities/ business drivers, business requirements, solution strategies, and alternatives.
Support department audits (by internal audit and external regulators) and risk evaluations; execute
corrective action, if needed, in a timely manner.
Ensure direct reports remain current on all regulatory requirements.
Maintain the confidentiality of our customers.
Perform other duties as required.
SKILLS, EDUCATION AND EXPERIENCE:
Bachelor’s degree in Computer Science/Technology required.
7+ years of experience in Technology Support.
Strong knowledge of Online/Mobile Banking applications and other digital technologies
including online account opening, and payment functions, which is necessary.
Core banking knowledge and interfaces a plus.
Experience understanding digital technologies & its ecosystems.
Deep understanding of Uux flow & development, web-based technologies, and mobile
application environments, amongst others.
Must have experience using basic architecture, database technology, development tools (C sharp
Experience using a variety of OLB platforms helpful.
Possess familiarity with applicable regulatory policies including BSA/AML, Privacy, and PCI
Remain current with technology architecture and various system components for digital
platforms, including all interfaces and dataflow to vendor components.
Familiar with latest product/technology offerings in the market place and emerging trends.
Experience in resolving and working through escalated and complex customer issues.
Solid problem solving skills.
Excellent verbal, written, and interpersonal communication skills.
Ability to handle information professionally and confidentially.
Must have ability to build relationships cross-functionally.
Ability to operate in a fast-paced and ever-changing environment.
Experience recognizing service opportunities and providing exceptional customer satisfaction.
Superior Microsoft Office skills; must be able to use these tools when presenting to senior
officers of the Bank.
All new hires must be fully vaccinated with a COVID-19 vaccine in order to work at Apple Bank. Candidates are responsible for showing proof of these vaccinations during their onboarding period. Reasonable accommodations will be considered for disabled applicants and employees with medical documentation establishing they should not be vaccinated and for those with sincerely held religious beliefs that prevent vaccination. If you need to request a reasonable accommodation, please contact [Click Here to Email Your Resumé].
Apple Bank offers Medical/Dental, 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.