Manager, Application Support
At a glance
AI generatedTL;DR
Alkami seeks a Manager to lead its ACH Alert Application Support team, overseeing a group of engineers who handle production issues for financial institutions. This role involves coaching and developing the team, ensuring they meet service level agreements, and managing escalations with senior leadership when necessary. The manager will define performance metrics, track KPIs, and collaborate closely with cross-functional teams to enhance client experience and operational efficiency. Key responsibilities include building robust processes, maintaining a knowledge base in Confluence, and driving continuous improvement initiatives. Ideal candidates have 7+ years of technical support or application support experience, including at least two years in people management, along with strong communication skills and hands-on experience with SQL, help desk systems, and PagerDuty. Familiarity with financial institution core platforms and ACH rules is preferred.
Skills
What you'll do
- Lead and develop a team of Application Support Engineers dedicated to the ACH Alert platform.
- Define and track key performance indicators including ticket resolution time, client satisfaction, and recurring issue trends.
- Build rigorous operational processes for ticket triage, routing standards, and handoff procedures between support teams.
- Serve as an executive point of contact for critical production incidents affecting ACH Alert clients.
- Identify opportunities for continuous improvement and drive operational efficiencies in partnership with ASG leadership.
What we're looking for
- 7+ years of experience in technical support or application support
- At least 2 years of people management or team lead experience
- Proven ability to manage a high-stakes, client-facing SaaS platform support team
- Exceptional written and verbal communication skills for diverse audiences
- Demonstrated use of data and KPIs to drive operational improvements
- Hands-on SQL experience for reviewing application configuration data
Employer
About Alkami
Alkami Technology is a cloud-based digital banking solutions provider offering retail and business banking platforms to credit unions and banks to help them compete with larger financial institutions. Industry: Financial Technology & Digital Banking
Alkami currently has 17 open roles on FindRole.
Listed pay typically runs $130,000–$165,000 across 17 roles with salary data.
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