Sr. Manager, Product Application Support

As the Sr. Manager, Application & Production Support Engineering, you will lead a team of 5-7 application support engineers accountable for the stability, resilience, and operational support of production technology services. You manage incident, problem, and change activities, support major incident coordination, and help drive root-cause resolution through effective monitoring, automation, and disciplined support practices. Working closely with Technology, Business, Risk, Compliance, and Audit partners, you help manage risk, meet governance requirements, and uphold service standards. As a people leader, you coach and develop talent, build team effectiveness, and foster a culture of accountability, collaboration, and continuous improvement. This role is hybrid onsite 2x days per week in Chicago, IL.

• 8-12 years of related experience or combination of education and experience, ideally within financial services technology.
• Strong Production Support and Incident Management Experience, with recent 2+ years leading (or directly managing) a team with response to production incidents and supporting timely restoration of service
• Strong knowledge of IT service management disciplines including incident, problem, change, and major incident processes along with experience in production support readiness practices, including on-call models, runbooks, support documentation, and recovery procedures is essential.
• Understanding of banking objectives, aligning projects with broader business goals and solves complex problems.
• Ability to use service and support metrics to monitor performance, identify trends, and drive improvements in stability and responsiveness. Working knowledge of monitoring, alerting, logging, and related support tools used to detect and troubleshoot production issues.
• Experience facilitating root cause analysis and tracking corrective actions through to completion. Understanding of change and release activities in production environments, including implementation risk and governance expectations.
• Ability to apply automation and process improvement to strengthen support effectiveness and reduce recurring operational issues. Understanding of production risk, control, and audit requirements within a regulated banking or FI environment. - Ability to oversee risk management activities, influence risk culture, and align risk management with departmental goals. + Oversee compliance adherence within their area of responsibility; ensure alignment with regulatory requirements; engage with Compliance and Audit teams as needed

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.