VP, Application Support Lead (Cards)

UOB-posted about 2 months ago
Full-time • Mid Level
Phoenix, AZ
5,001-10,000 employees
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The Senior Application Support Lead is responsible and accountable for managing application support, provide solutions / alternatives for incidents, drive batch recovery, initiate & implement solutions to improve batch efficiency and recoverability for Cardlink application under Cards Technology department.

  • Provide Level 3 support for complex application issues and escalations.
  • Conduct root cause analysis and implement long-term solutions.
  • Monitor application performance using tools like Splunk, AppDynamics, or New Relic.
  • Lead incident response and coordinate resolution efforts across teams.
  • Review and manage application changes and deployments.
  • Lead and mentor a team of support engineers, ensuring high performance and growth.
  • Collaborate with development, QA, infrastructure, and business teams to resolve issues.
  • Communicate effectively with stakeholders during incidents and post-mortems.
  • Ensure SLAs and KPIs are met consistently.
  • Drive process improvements and automation initiatives to enhance support efficiency.
  • Maintain and update support documentation, runbooks, and knowledge bases.
  • Ensure compliance with security and regulatory standards.
  • Participate in capacity planning and disaster recovery exercises.
  • Degree in Computer Science or related discipline.
  • At least 10-15 years of experience with at least 5-8 years in Cards application domain on a mainframe platform.
  • Hands-on experience using CardLink hosted on a mainframe platform as well as working knowledge of Cards peripheral systems like Rewards, Collections, Tokenization, 3D Secure, Merchant/Cards Portals.
  • Significant domain knowledge in Cards Acquiring and Issuing.
  • Experienced in working with mainframe online related technologies including CICS/Online, Message layer/API integration, CICS Expediter.
  • Experience with Mainframe Batch Processing Environment JCL, JES2 Batch and VSAM.
  • Good working knowledge skills with Microsoft Office Products, Microsoft Visio and Microsoft Project.
  • Excellent analytical, communication, and leadership skills.
  • Concise understanding of the system development life cycle.
  • Good problem solving, out of box thinking, analytical, system thinking and solutioning skills.
  • Fast learner, enjoy analytical work with attention to details and proactive in providing solutions.
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