Director Application Support Engineering

Job Details

At HSA Bank, we’re working toward a world where everyone is empowered to save for a healthy future. Our offerings in the healthcare savings space drive down healthcare costs, increase access, and assist with decision-making for consumers, health plans, partners, and advisors.

Are you ready to join us?

As the Director of Application Support Engineering, you will ensure the stability, performance, and continuous improvement of the applications that power our Health Savings Account (HSA) banking platform. You'll lead a team of skilled application support engineers, working closely with software development teams and business stakeholders to maintain and enhance our most critical systems. Your leadership will drive operational excellence, foster collaboration, and ensure our applications deliver a seamless experience to both internal users and customers.

What you will do

• Advocate for the customer by influencing the product roadmap from the perspective of the application support team.

• Create clear targets and goals for your team.

• Mentor team members to strengthen their technical skills.

• Develop and implement a long-term strategy to increase the team’s ability to resolve issues independently, reducing reliance on the software development team. This includes skill development in AWS cloud, software engineering, and database management.

• Establish and evaluate operational standards, KPIs, and performance metrics for support services.

• Communicate identified issues and root causes effectively to internal stakeholders across departments.

• Manage audit activities related to your team’s work.

• Take an active role in managing the Agile Scrum team, including facilitating Agile ceremonies.

• Serve as the escalation point for the on-call rotation in the event of production issues outside of business hours.

Knowledge, Skills and Abilities

• Solid understanding of current/planned system service levels and disaster recovery procedures.

• Proficient in troubleshooting in production environment (e.g. spot errors/exceptions in logging database).

• Working knowledge of SQL, PowerShell, C# and .NET

Education Qualifications

• Bachelor’s Degree in IT field required

Experience Qualifications

• 10 years professional IT experience required

• 5 years managing a technical team required

• Experience in regulated industries (e.g., healthcare, finance).

• Experience with AWS environment.

• Experience with ServiceNow and production support process.

• Experience with project management and change management.

The estimated salary range for this position is $130,000USD to $150,000USD. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.

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Webster Financial Corporation and its subsidiaries (“Webster”) are equal opportunity employers that are committed to sustaining an inclusive environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, marital status, national origin, ancestry, citizenship, sex, sexual orientation, gender identity and/or expression, physical or mental disability, protected veteran status, or any other characteristic protected by law.