Manager, IT Application Support

Overview

This is a hybrid role with the expectation that time working will regularly take place inside and outside of a company office in Raleigh, NC or Phoenix, AZ.

The Enterprise Production Support team at First Citizens Bank is dedicated to ensuring business continuity by providing high-quality support for critical applications, making sure they run reliably, efficiently, and at scale. As a Manager, IT Application Support, you will lead a team focused on enhancing client and user experience, collaborating with product and engineering to build resiliency and observability, and driving operational excellence.

Responsibilities

• IT & Business Strategy: Partner with senior management to develop and implement IT strategies aligned with the company's business goals and objectives. Establish and monitor expectations to achieve company and department goals.
• Managerial Functions: Manage the performance, training, and evaluation of assigned associates. Implement and enforce policies, procedures, and guidelines, defining benefits realization approaches to meet expected achievements for specified areas of responsibility. Identify opportunities for process optimization and efficiency gains.
• Platform & Application Support: Enhance the performance, reliability, availability, and observability of various digital banking platforms to improve end-user experience. Apply broad knowledge of process and service capabilities to identify new risk areas, update processes, and improve the efficiency of business processes with user/client and transaction journeys to maximize speed and quality.
• Technical Expertise: Responsible for supporting the most complex and business-critical applications requiring integration across functions with broad impact on business processes, delivering quality support to end-users in the organization. Demonstrate proficiency in troubleshooting and resolving complex technical issues. Possess experience in managing major incidents impacting mission-critical applications. Good understanding of ITSM processes, APM tools like Dynatrace, and building observability.
• Vendor Management: Own performance SLAs, contract negotiations, renewals, and vendor risk management, ensuring vendors meet availability, stability, and recovery expectations.

Qualifications

Required:

• Bachelor's Degree and 6 years of experience in Applications development, applications analysis, or systems engineering OR High School Diploma or GED and 10 years of experience in Applications development, applications analysis, or systems engineering.

Preferred:

• Financial Services/Banking experience, especially within a Large Financial Institution (LFI) or similarly complex environment.
• Previous experience supporting a digital online banking & payment platform and involvement in optimizing observability solutions and practices.
• Ability to build, manage, and mentor a team of production support specialists across different time zones, fostering a collaborative and high-performance culture.
• Demonstrated ability to create meaningful metrics for function and measuring success.
• Proven success in vendor partner and third-party management.
• Exceptional leadership, communication, and stakeholder management skills.
• 6+ Years experience in managing a team of L1/L2 product and platform support.
• 3+ Years experience leading and managing a team of observability operations engineers.

Key skills/competency

• Application Support
• Production Support
• ITSM
• Dynatrace
• Observability
• Digital Banking Platforms
• Vendor Management
• Process Optimization
• Incident Management
• Team Leadership