IT Applications Support Manager (219304-912)

Sterling Bancorp New York , NY 10007

Posted 2 months ago

Sterling National Bank is an organization committed to strong growth. Our significant accomplishments are a direct result of continuous hard work by our solid team of dedicated professionals. As we continue to grow and expand across all business sectors we seek talented individuals who can meet our demands for success.

Our competitive advantage is our people who tirelessly work to exceed expectations.

We have something special here at Sterling. We not only offer competitive salaries and comprehensive benefits we are also characterized by an unwavering commitment to high achievement, we offer a diverse environment hosting a multitude of dedicated, talented and driven individuals who value honesty, integrity and go above and beyond for their clients.

It's an exciting time to work for Sterling National Bank. If you are looking for a unique employment experience and are driven to achieve in a dynamic growth-minded environment you have come to the right place.

What you will do:

Sterling National Bank is looking for an Applications Support manager to manage multiple IT Application Analysts and has the responsibility for providing advanced troubleshooting skills to resolve technical issues, overseeing change management within the team, monitor user onboarding escalated to the analysts, facilitating automation projects, working with vendors on defect management, release management and new modifications, mentoring team and developing the skillsets of the analysts.

This role needs to be able to interface with multiple levels of management including the C-level and senior vendor management. They need to be able to succinctly summarize business challenges and drive the team forward to accomplish a diverse set of goals throughout the entire bank product suite. They also need to be able to lead with both direct and indirect authority since they will often need resources that are not under their direct supervision to accomplish broad objectives. Finally, they must have strong project management experience and be continually enhancing their technical capabilities to remain abreast of opportunities that may be available for the bank.

The Applications Support Manager is responsible for the overall success of all application upgrades and releases, maintaining technical documentation as well as creating and updating the Business Continuity Plan as required, ensuring a quality client experience at all times.

All employees in the IT Applications group must embrace and deliver Sterling National Bank's brand values and core competencies in everyday interaction as well as exhibit ethical behavior and integrity in everyday business conduct.

  • Work with colleagues and business units to ensure that they are aware of application updates, enhancements, and are actively engaged in the release management cycle.

  • Work closely with Implementation and Integration Teams, level 1 support, and business units to ensure that they are active engaged in the Change Management process including the management of user authority levels.

  • Assist with the design and administration of 'owned' systems. Work with management, IT team and vendors to ensure that business needs and requirements are incorporated into the application design and enhancements.

  • Provide input to vendors and developers on requirements for future system enhancements and desired functionality in alignment with the Bank's initiatives and priorities.

  • Responsible for design and administration of "owned" applications.

  • Accountable for ensuring change requests will not negatively impact system functionality or availability.

  • Manage the various support interactions, ensuring that level 2 support and level 1 support focus on issues requisite of their skill sets.

  • Ensure timely management of escalation path for issues from either level 1 support or via the IT Service Desk.

  • Promote good practice in the use of IT hardware and software. Provide advice and demonstrate use of software and hardware to end-users.

  • Ensure that their teams manage against SLAs.

  • Ensure business units are able to effectively support clients and are aware of any issues or temporary work-around.

  • Escalation point for IT Service Desk and SOS. When an issue arises with 'owned' systems, work with teams to report defect to the vendor and assist in the collection of required supporting documentation.

  • Ensure compliance with all regulations, policies, and procedures.

Required Skills

  • 1+ years IT front line support

  • 5+ years in banking and/or specialty finance in an operational capacity

  • 5+ years application support ('owned' application)

  • Candidates with advanced degrees (Associates, Bachelor's, and/or Master's) preferred, yet a High School diploma or GED is required. Candidates with some combination of coursework and experience, or else extensive related professional experience, are eligible for consideration.

  • Excellent communication skills and telephone manner

  • Excellent organizational skills

  • Positive attitude to team working

  • Self-motivated, with a desire to always deliver a quality service

  • A strong understand of Windows desktop and server

  • A working understanding of remote and virtual desktop platforms

  • A working understanding of wide range of computer hardware including mobile devices

  • Understands the fundamentals of IT Service Management

  • Understanding of the software development life cycle (SDLC).

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IT Applications Support Manager (219304-912)

Sterling Bancorp