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    Manager, Application Support - Plano, United States - Alkami Technology

    Alkami Technology
    Alkami Technology Plano, United States

    3 weeks ago

    Default job background
    Description


    Alkami is a leading cloud-based digital banking solutions provider for financial institutions in the United States that helps clients to transform through retail and business banking, digital account opening and loan origination, payment fraud prevention, and data analytics and engagement solutions.

    Founded in 2009, we continue to be recognized for our intentional culture and tremendous growth (Best Place to Work in Fintech; Best & Brightest to Work For Nationally; and Comparably's Best Company Culture, Best Career Growth, Best Engineering Team, and Best Places to Work in Dallas, among others).

    Through our bold investments in technology and people, we empower our clients to grow confidently, adapt quickly, and build thriving digital banking communities through tailored experiences for over 18.1M users.

    As a remote-first company, this position can sit in Plano, TX or remote in the US.

    Position Overview:


    The Manager of Application Support will provide leadership to the Application Support team and will serve as the initial escalation point for customer issues.

    The manager will work with cross-functional teams to get support closing escalated tickets, will report common issues that are making it through QA, and suggest product improvements to reduce customer issues.

    The ideal candidate would have 5+ years of experience managing a support team; a history of managing and being managed by remote staff is preferred.


    Key Responsibilities & Duties:
    Provide leadership to the Application Support team
    Handle customer escalation and involve the VP or other management when appropriate
    Ensure SLAs are met by monitoring ticket queues
    Send outage notices and keep customers updated on resolution progress
    Continually evaluate processes and make improvements where appropriate
    Conduct customer and internal meetings
    On call responsibilities and be available to assist 24/7/365 to assist resolving SEV 1 issues
    Manage the Application Support Team
    Other duties as assigned

    Qualifications:


    Bachelor's degree (B.A) from four-year-college, or university, a certificate for systems or network administration from a two-year technical training program, or two years related experience and/or training or equivalent combination of education and experience.

    Ability to read, analyze and interpret the most complex documents.
    Ability to respond effectively to the most sensitive inquiries or complaints.
    Ability to write speeches and articles using original or innovative techniques or style.

    Ability to make effective and persuasive speeches and presentations on controversial or complex topics to top management, public groups and/or boards of directors.

    Ability to apply advanced mathematical concepts such as exponents, logarithms, quadratic equations and permutations.

    Ability to apply mathematical operations to such tasks as frequency distribution, determination of test reliability and validity, analysis of variance, correlation techniques, sampling theory and factor analysis.

    Ability to define problems, collect data, establish facts and draw valid conclusions.

    Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

    History working with or supporting Microsoft C# applications, SQL Server, IIS, and n-tiered solutions, and a good understanding of WCF are a requirement.

    Must understand the application at a technical level and be able to communicate details about it to people with varying technical skills.


    Desired Skills:


    Knowledge of Jira, familiarity with Google Docs, and a familiarity with various online banking applications and understanding of third party integrations are preferred.

    Cool Things to Know

    Not Just Any Company :
    Alkami has an awesome diverse and inclusive environment.

    We have a FUN culture and offer great benefits, including remote-first environment, unlimited paid time off, 401(k) with employer match, and more.


    Work Authorization :
    We cannot offer employment sponsorship at this time. Candidates must be eligible to work in the US for full-time employment.

    Recruiters :
    We are not looking for outside recruiting firms to help us in this search. Thank you for understanding.

    Pay Transparency:


    As of January 1, 2023, new states and locales have enacted pay equity laws that require more pay transparency by employers in the following states: California, Colorado (effective January 1, 2021), Connecticut, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island and Washington.

    [ $112, $168,000.00 ]
    The Important Stuff
    Alkami Technology is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of

    Any Kind:


    Alkami is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.

    All employment decisions at Alkami are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

    Alkami will not tolerate discrimination or harassment based on any of these characteristics. Alkami encourages applicants of all ages.

    #J-18808-Ljbffr
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