Job Description:

Reporting to the Head of Payments & Commercial Technology, this role leads the Production Support and Systems Management function.

Responsible for fostering an environment of collabo ration and teamwork among various technology teams and the business units of Product, Operations and Digital functions to create an optimal production services discipline and a conducive environment for continuous improvements in the service resilience and the Level 2 production support.

Responsibilities include setting up an SME driven L2 support organization for all business applications with business flow expertise on Transaction processing, Customer Service & Operations processes.

Responsibilities:

The role acts as the Lead of Production Custodians & Guards, who are escalation point for L1 support teams on Incidents/Issues, with appropriate access to Application and Database servers and schemas. The person will build a L2 team with the right training on application architecture & functionality, maintain Systems documentation & knowledge base, for cross-share. The person in the role will lead the team responsible for various system management tasks facing regulators, Audit, Risk & Compliance organization for Risk Assessments, GBLA, SOX, Action Drivers, Audit, and Information Security assessment.

The person will setup a team who will be official Tech source for all business support enquiries, business growth initiatives on current production functionality & capacity. The team will also maintain the support scripts, business activity monitoring, system monitoring and performance metrics current.

The role will oversee direct or indirect engagement into Service Desk Request Fulfilment, Incident Management, Problem Management, Defects Management & Security/Controls/Stability/Scalability findings, Availability Management, Capacity Management, Infrastructure (HW/SW) Management, Change Management, Release & Deployment, IT service Continuity of Business Management, Client Implementations (Onboarding).

The role will also ensure the team participate in the Project related requirements, design & architecture reviews, provide inputs into the test scenarios and cases to ensure production behaviors are considered, review and signoff the SIT & Performance/Non-functional test results, get Knowledge Transition from Level 3/ Dev teams on latest architecture, interfaces, dependencies, functional changes, participate in Implementation plan preparation and deployment activities into Production, coordinate with Infra and Level 1 support teams to implement required Monitoring alerts for the new components delivered.

Bring thought leadership for topics covering Solution, Business, Data, Infrastructure, Information Security architecture, both for the day to day and the strategic choices, including the choices around new technologies, incremental improvements, or obsolescence.

Reviews existing production processes and establishes metrics to improve those, as well as support of all business activities.

Shares best practices, lessons learned and constantly updates the technical documentation, based on changing technologies, and knowledge related to recent, current, and upcoming vendor products and solutions.

Develops a roadmap for the evolution of the application support portfolio from current to future state (as defined in partnership with IT/Business leadership).

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education: Bachelor's Degree or equivalent work experience

Work Experience:

A minimum of 15 years of extensive technical experience in software design, development, architecture, engineering, and application support functions.

5+ years’ experience in leading a production support function.

2+ years’ experience in a Transformation program at regional, national, or global bank.

Skills and Abilities:
Demonstrated experience of maintaining production services, resilience, and highly efficient live operations.

Demonstrated Quality Management experience.
Knowledge of applicable data privacy practices and information security practices.
Knowledge of software engineering best practices.
Demonstrated applied knowledge of enterprise application support mechanisms and requirements.
Ability to influence and guide peers, subordinates and management.
Ability to adjust to new developments/changing circumstances.
Ability to effectively communicate and build relationships with multiple levels of the organizational structure.

A desire to apply their development experience to a broader set of business, non-functional, and process-oriented concerns – and less from thinking in terms of code and classes.

Diversity & EEO Statements: At Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams. We actively encourage everyone to apply.

Santander is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law.

Working Conditions: Frequent Minimal physical effort such as sitting, standing, and walking. Occasional moving and lifting equipment and furniture is required to support onsite and offsite meeting setup and teardown. Physically capable of lifting to fifty pounds, able to bend, kneel, climb ladders.

Employer Rights: This job description does not list all of the job duties of the job. You may be asked by your supervisors or managers to perform other duties. You may be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not a contract for employment and either you or the employer may terminate at any time for any reason.

Primary Location: Holmdel, NJ, Holmdel

Other Locations: New Jersey-Trenton,New Jersey-Florham Park

Organization: Santander Bank N.A.