API Production Support Manager

At U.S. Bank, we're on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at-all from Day One.

Job Description

Do you have a passion for the convergence of technology and business? Have you worked with APIs? We at U.S. Bank are seeking API Production Support Managers to help our business customers in their journey of onboarding to our API products.

The API Production Support Manager is responsible for providing technical assistance for customers should they encounter issues with their integration to a U.S. Bank API. The API Production Support Manager must combine excellent communication skills with API knowledge and technical know-how to ensure all our customer's issues are addressed quickly and they are well-informed along the way.

Responsibilities:

• Become the subject matter expert with in-depth knowledge of our API products to quickly facilitate technical investigations

• Work with API Product, Integration, and Technology teams to investigate technical issues with U.S. Bank API product offerings. Collaborate to promote prompt response when the issue is reported by the customer, quickly engage the right teams for the investigation, and communicate findings often

• Assist U.S. Bank business customers with any issues that arise with U.S. Bank API Products. Support comes in the form of investigating unexpected behavior to determine whether a reported issue is a known issue or a problem with the API, analyzing request and response payloads, driving teams to find a suitable resolution quickly, and communicating that progress to the customer

• Facilitate prompt incident response with real-time collaboration between technical teams via email, chat conversations, and conference bridges

• Ensure widespread API issues are proactively communicated to the affected stakeholders

• Create and iteratively improve API documentation based on reported issue patterns and customer feedback

• Look for ways to improve customer support process and experience

Preferred Qualifications

• Bachelor's degree, or equivalent work experience.

• Positive, team-oriented attitude. Strong verbal and written communication skills.

• High attention to detail, information design, and visual presentation & strong organizational skills.

• Strong influencing and partnership / collaboration skills to drive cross-functional teams.

• Ability to manage multiple highly visible and complex tasks/projects and deadlines simultaneously with limited supervision.

• Ability to quickly learn new skills and processes while also being adaptable to changing requirements.

• Proficient computer navigation skills using a variety of software packages including Microsoft Office applications (Jira, Confluence, PowerPoint, SharePoint and ServiceNow experience is a plus). Experience using Microsoft Office applications is required.

• Strong understanding of ITSM and AGILE methodologies.

• 4+ years customer-facing support for API products (Sales Engineer or Technical Support) or experience working with APIs from either a technical standpoint, such as support, testing, or development with experience using REACT,js, Python, Node.js, or C#.

• 2+ years of experience working with logs and analyzing http status codes via logging tools such as Kibana or Splunk.

• 1 year of experience documenting and utilizing ticketing systems such as JIRA, Zendesk, or Service-Now.

If there's anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Benefits:

Our approach to benefits and total rewards considers our team members' whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following (some may vary based on role, location or hours):

• Healthcare (medical, dental, vision)

• Basic term and optional term life insurance

• Short-term and long-term disability

• Pregnancy disability and parental leave

• 401(k) and employer-funded retirement plan

• Paid vacation (from two to five weeks depending on salary grade and tenure)

• Up to 11 paid holiday opportunities

• Adoption assistance

• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

EEO is the Law

U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants can learn more about the company's status as an equal opportunity employer by viewing the federal KNOW YOUR RIGHTS EEO poster.

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, US Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401k contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $116,280.00 - $136,800.00 - $150,480.00

U.S. Bank will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance.

Job postings typically remain open for approximately 20 days of the posting date listed above, however the job posting may be closed earlier should it be determined the position is no longer required due to business need. Job postings in areas with a high volume of applicants, such as customer service, contact center, and Financial Crimes investigations, remain open for approximately 5 days of the posting listed date.