Digital Platform Support Analyst

The Digital Platform Support Analyst is responsible for maintaining the stability, optimal performance, and efficient operation of Apple Bank's digital platforms, which include online and mobile banking, Bill Pay, Zelle, online account opening, mobile deposit, funds transfer, dispute management, debit cards, and related services. The position emphasizes proactive platform monitoring, prompt incident response, coordinated issue resolution, and release support to ensure consistent customer accessibility and dependable digital service delivery.

The Analyst also assists with incident handling, release activities, validating digital file processes, and managing the Bank's presence on mobile app stores. This role involves close collaboration with Technology, Risk, Digital Product, Operations teams, and external vendors to investigate problems, oversee remediation efforts, and escalate issues when necessary. Additionally, the position is actively involved in enhancing support procedures and ensuring an exceptional digital customer experience., * Oversee digital banking platforms to confirm that services remain accessible, stable, and function properly.

• Address platform incidents, service disruptions, and customer impacting issues by promptly triaging alerts, opening tickets, and coordinating resolution activities.
• Track and support issue resolution processes, including the documentation of symptoms, troubleshooting of customer concerns, assistance with root cause analysis, and verification of implemented solutions.
• Conduct customer outreach as needed during incidents or escalations to gather additional details, validate reported issues, and communicate findings to internal teams and vendors.
• Help staff in resolving complex customer requests and issues in a timely manner.
• Participate in escalation calls during outages or incidents and provide regular status updates to internal stakeholders.
• Support the management of mobile app stores by coordinating releases, ensuring compliance with Apple and Google requirements, and confirming that app updates are successfully implemented.
• Monitor and validate critical file processing for digital transactional operations (e.g., BIC, ACH, batch jobs), ensuring accuracy, completeness, and timely execution.
• Provide 24/7 operational support for critical incidents, outages, and emergency fixes to ensure rapid resolution and protect customer and business operations.
• Maintain platform support documentation including operational procedures, escalation paths, vendor contacts, and incident records.
• Contribute to operational reporting by compiling incident data, outage metrics, and platform performance information.
• Perform other duties as assigned.

• Bachelor's degree or equivalent profession experience required.
• 3-5 years of experience in digital banking, platform support, technology operations, or financial service operations
• Deep understanding of digital banking platforms and services, including online/mobile banking, payments, authentication, and third-party integrations.
• Proven experience supporting incident response, service restoration, and platform stability efforts in a high-availability environment.
• Comprehensive expertise in digital operational processes, encompassing file processing (ACH, batch jobs, BIC files), release support, and management of platform dependencies.
• Ability to lead cross-functional teams and influence Technology, Digital Product, Operations, Risk, and external vendors.
• Exceptional problem-solving and analytical skills with the ability to diagnose complex issues quickly and drive sustainable remediation.
• Strong communication and interpersonal skills, with experience delivering clear, concise updates to leadership during outages, escalations, and critical events.
• Proficiency with platform monitoring tools, ticketing systems, and operational reporting technologies.
• Ability to manage multiple priorities in a fast-paced, high-visibility environment with strong attention to detail and urgency.
• Digitally savvy and current on evolving device, browser, mobile OS, and platform requirements.
• Demonstrated leadership experience building, mentoring, and retaining high-performing teams.
• Some travel for mandatory training may be required.