Director, Application Support

🕒 3 dias atrás

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Alkami Technology

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 2009

🏦 Bancário

💳 Fintech

☁️ SaaS

💰 $300.000.000 Post-IPO Debt - Alkami Technology em 2025-03

Banking • Fintech • SaaS

A Alkami Technology é uma empresa de software bancário digital que fornece uma Plataforma de Vendas e Serviços Digitais baseada em nuvem para bancos e cooperativas de crédito. Sua plataforma combina integração e abertura de contas (via MANTL), banco digital e soluções de dados e marketing para possibilitar experiências do cliente antecipatórias e baseadas em dados, originação de contas mais rápida, proteção contra fraudes, relatórios de pagamentos e marketing personalizado. A Alkami atende instituições financeiras (clientes de varejo e empresariais) e oferece integrações, ferramentas para desenvolvedores e suporte à implementação para impulsionar o crescimento de depósitos, reduzir o churn e melhorar a eficiência operacional.

Descrição

• Provide strategic and operational leadership over Alkami’s Application Support function • Managing a team of front‑line Application Support Managers and their respective engineer teams. • Ensure day‑to‑day execution through managers while steering medium‑ to long‑range improvements in people, process, and platform usage for Application Support. • Deliver consistent, high‑quality support for Alkami’s digital banking solutions at scale • Align Application Support operations with the Support Excellence strategy and business/client outcomes • Partner with Product, Engineering, Client Care, and other stakeholders to reduce incident volume and improve stability.

🎯 Requisitos

• 10+ years in B2B application/technical support for complex, distributed SaaS applications • 5+ years directly leading managers or multi-team operations in a high-volume support or technical operations environment • Bachelor’s degree in Computer Science, Information Technology, Engineering, Business, or related field; or equivalent practical experience • Proven success leading leaders in a technical support or operations environment, ideally across distributed/remote teams. • Deep understanding of B2B application support for n-tier, API-driven, or cloud architectures (e.g., C#, SQL Server, IIS, web services/APIs). • Demonstrated ability to run an operation from metrics: building dashboards, interpreting trends, and using data to make staffing and prioritization decisions. • Strong experience with incident management and crisis leadership, including executive-level communication. • Excellent stakeholder management and communication skills, comfortable operating with executives and strategic clients. • Experience with ServiceNow (or similar ITSM/Ticketing platforms) and Jira/Confluence or equivalent tools, specifically in the context of running Application Support. • Ability to navigate ambiguity, balance short-term fire-fighting with long-term improvements, and lead teams through change. • Preferred: Experience in FinTech, BankTech, or financial services, with familiarity with online banking workflows and partner integrations. • Knowledge of ITIL or similar service management frameworks; relevant certifications a plus. • Background in workforce planning, forecasting, and performance management for support organizations. • Experience leading large-scale process/tooling transformations (e.g., migration to ServiceNow or similar platforms) from an Application Support execution standpoint.

🏖️ Benefícios

• remote-first environment • unlimited paid time off • 401(k) with employer match