Full Job Description
Job Summary
The onsite Senior Manager is the single point of accountability for L2 production support of the IDB Risk and Compliance application portfolio, acting as the bridge between the client's business/IT stakeholders in NY and the offshore L2 support team in Chennai. This role owns service levels, incident governance, and continuous improvement of the L2 support function.
Key Responsibilities
• Provide Level 2 (L2) production support for IDB Risk and Compliance applications, including incident triage, diagnosis, root cause analysis, and resolution within defined SLAs
• Manage and resolve incidents escalated from L1/Help Desk for Actimize (CDD and SAM), Bridger XG (OFAC), Archer, Auditale, CreditLens, Feed Monitoring System (FMS), PDLGD, TeamMate, Thetaray & Westlaw
• Investigate and resolve Data Load and Data Quality (DL/DQ) issues, including upstream and downstream interface failures
• Perform job monitoring, batch failure analysis, and database level troubleshooting using SQL
• Coordinate with infrastructure, network, and vendor support teams for cross functional incident resolution
• Maintain incident documentation, knowledge base articles, and runbooks within ServiceNow
• Support change management activities including release validation, regression testing coordination, and post deployment monitoring
• Ensure adherence to ITIL aligned incident, problem, and change management processes
• Escalate to L3 (application engineering and vendor) only when resolution requires code or platform level changes, while owning the incident through closure
• Own the client relationship for L2 support: chair incident review and service review calls, present RCAs to business and IT stakeholders
• Provide governance oversight of the offshore L2 team (M and SM), reviewing ticket quality, SLA adherence, and knowledge base health
• Drive continuous improvement: recurring incident analysis, automation of repetitive L2 tasks, and proactive monitoring recommendations
• Act as the primary escalation interface to L3 (application/vendor engineering teams) and to infrastructure/network teams
Eligibility Criteria
• Bachelor's degree in Computer Science, Information Systems, or related field
• Minimum 12+ years of overall IT experience, with at least 5 years in Actimize, financial crime compliance, risk, or banking application production support
• Prior experience supporting a US banking or financial services client is strongly preferred
Must Have's:
L2 Support for Actimize SAM & CDD solutions and Bridger XG (Screening Platform) solution. No other special skills are required apart of these basic support skills. Flexibility on if candidate doesn't know Bridger XG as long as they know Actimize SAM & CDD solutions.
Primary Skills
• Hands-on L2 production support experience on NICE Actimize (CDD and SAM/AML monitoring modules) - minimum 6 to 8 years
• Hands-on L2 production support experience / Working knowledge of Bridger XG or equivalent OFAC/sanctions screening platforms
• Strong incident management and major incident bridge leadership experience (Sev1/Sev2 ownership, RCA presentation to business stakeholders)
• ITIL v3/v4 certified, with demonstrated ownership of Incident, Problem, and Change management processes in a banking environment
• Experience managing a distributed (onsite-offshore) L2 support team and acting as single point of escalation for client IT and business teams
Secondary Skills
• Exposure to Archer, Auditale, CreditLens, Feed Monitoring System (FMS), PDLGD, TeamMate, Thetaray & Westlaw platforms
• SQL and basic ETL/job scheduler troubleshooting (Control-M, Autosys, or equivalent)
• ServiceNow incident/problem/change module experience
• Familiarity with US banking regulatory context (BSA/AML, OFAC, OCC/FinCEN expectations)
• Strong client-facing communication, status reporting, and stakeholder management skills
