Santander Bank, NA Production Support Manager, Application Services in Dorchester, Massachusetts

Production Support Manager, Application Services - 1801256



As a member of the Technology organization, you will be part of the team that serves the needs of Santander Bank, N.A., including products and services for personal, business and corporate customers. Our people are at the heart of everything we do. We are committed to teamwork, and we encourage collaboration and innovation to be a smart, customer-focused and solutions-oriented organization. The Technology Team supports the development, implementation and ongoing maintenance of all banking systems. This team has the expertise and commitment to develop high-quality solutions to meet the needs of a fast-paced and complex operating environment.

This position is responsible for managing the regional Production Application Services team for Core Banking applications. The position will manage the day-to-day Production Application Services processes, which includes change control, incident management, system, and job monitoring. This position serves as the interface and provides a level of relationship management between the local user and CIO and the resolution teams abroad US. Additional responsibilities include:

  • Assist customers and provide production support for applications.

  • Coordinate with IT groups and external vendors and ensure effective application services to ensure reliability of the assigned applications

  • Mange to ensure that the local and the remote teams manage support ticket for their applications issues, analyze root cause and assist in efficient resolution of all related production processes

  • Ensure that all change requests are reviewed, logged and tracked as well as the appropriate approvals are obtained

  • Ensure that all change requests are reviewed for impact to the current processes and systems

  • Provide 24×7 operational support to all production practices on holidays and weekends

  • Escalate complex and/or high priority problems to the appropriate support groups or vendors for resolution

  • Develop and maintain professional relationships with Operational Users and the CIO responsible for the applications

  • Communicate to users on system issues, maintenance and system status

  • Monitor the applications and escalate all issues for all procedures and systems

  • Ensure that adequate documentation for approvals and decisions have been captured, logged and stored

  • Prepare test SW modifications and review all the changes regarding to their applications.

  • Ensure that all system changes have been requested through the proper methods and documented for tracking purposes



  • Bachelor’s Degree or equivalent experience

  • 5-7+ years of experience preferred

  • Ability to demonstrate a sense of urgency and takes initiative, action-oriented and makes decisions quickly to achieve goals

  • Excellent analytic, organization and facilitation skills; not limited to questioning skills, call control, professionalism, and multitasking

  • Candidate should possess excellent written and verbal communication skills.

  • Must be comfortable working in a fast-paced environment with shifting priorities

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.

Job : Other Targeted Projects
Primary Location : Massachusetts-Dorchester
Schedule : Full-time
Job Posting : May 8, 2018, 3:49:44 PM