Platform Support Lead

SwitchThink Solutions•Phoenix, AZ

5d•Hybrid

About The Position

The Platform Support Lead serves as the primary point of contact for business platform operations, managing user-facing digital applications and systems. The role supports optimal platform performance, coordinates enhancements, manages vendors, provides subject-matter expertise, and bridges business stakeholders and technical teams for assigned platform areas. The position oversees day-to-day platform operations and performance monitoring, releases, updates, maintenance, configuration changes, feature deployments, and project coordination. It ensures availability and performance meet established SLAs and coordinates troubleshooting and issue resolution with technical teams and vendor partners. The lead works with business units, vendors, technical teams, the Project Management Office, and Infrastructure Operations. Responsibilities also include gathering business requirements, managing vendor relationships and escalations, supporting renewals and evaluations, maintaining platform documentation and procedures, developing user guides and training materials, and coordinating user support and resolution of platform issues.

Requirements

High school diploma or GED.
At least 5 years of experience in platform operations, business systems, or related technical roles.
Strong understanding of digital banking platforms and user-facing applications.
Experience with vendor management and business stakeholder coordination.
Understanding of financial services operations and member service requirements.
Proficiency with business platform tools and applications.
Basic understanding of system integrations and data flows.
Experience with platform monitoring and analytics tools.
Knowledge of testing methodologies and quality assurance processes.
Familiarity with project management principles and tools.
Excellent written and verbal communication skills.
Strong relationship-building and stakeholder management abilities.
Ability to translate technical concepts for business stakeholders.
Leadership skills to guide platform support initiatives.
Problem-solving and critical thinking capabilities.

Responsibilities

Own day-to-day operations and performance monitoring for assigned business platforms, such as online banking, phone systems, and account opening.
Coordinate platform releases, updates, and maintenance activities.
Manage platform configuration changes and feature deployments.
Manage project coordination and tracking activities.
Ensure platform availability and performance meet established SLAs.
Troubleshoot platform issues and coordinate resolution with technical teams and vendor partners.
Serve as the primary liaison between business units, vendors, and technical teams for platform needs.
Gather and document business requirements for platform enhancements.
Facilitate communication between internal stakeholders and vendor partners.
Coordinate with the Project Management Office on platform-related initiatives.
Partner with the Infrastructure Operations team on technical dependencies.
Manage relationships with platform vendors and service providers.
Coordinate system releases with Product Managers, Business Units, Users, and Vendors.
Coordinate vendor support activities and escalations.
Participate in vendor meetings and platform roadmap discussions.
Ensure vendor deliverables meet business requirements and timelines.
Support contract renewals and vendor evaluations.
Maintain comprehensive platform documentation and procedures.
Develop and update user guides and training materials.
Create and maintain platform support processes and workflows.
Document platform configurations and customizations.
Ensure knowledge transfer and cross-training capabilities.
Monitor user experience metrics and platform usage analytics.
Coordinate resolution of user-impacting platform issues.
Support business teams with platform-related user inquiries.
Ensure platform changes enhance user experience and satisfaction.
Manage user support and issue resolution.