What are the responsibilities and job description for the Application Support Manager position at Phaxis?
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.
- 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.
- 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.