Applebank
Digital Platform Support Analyst
Garden City, NY
No sponsorship$75k-$90kDetected 15 days ago
Incident ResponseAccessibilityLeadershipCommunicationCollaborationProblem SolvingMentoring
About the role
- The Analyst also assists with incident handling, release activities, validating digital file processes, and managing the Bank's presence on mobile app stores.
- This role involves close collaboration with Technology, Risk, Digital Product, Operations teams, and external vendors to investigate problems, oversee remediation efforts, and escalate issues when necessary.
Responsibilities
- Track and support issue resolution processes, including the documentation of symptoms, troubleshooting of customer concerns, assistance with root cause analysis, and verification of implemented solutions.
- Conduct customer outreach as needed during incidents or escalations to gather additional details, validate reported issues, and communicate findings to internal teams and vendors.
- Monitor and validate critical file processing for digital transactional operations (e.g., BIC, ACH, batch jobs), ensuring accuracy, completeness, and timely execution.
- Provide 24/7 operational support for critical incidents, outages, and emergency fixes to ensure rapid resolution and protect customer and business operations.
- Maintain platform support documentation including operational procedures, escalation paths, vendor contacts, and incident records.
- Perform other duties as assigned.
- Support the management of mobile app stores by coordinating releases, ensuring compliance with Apple and Google requirements, and confirming that app updates are successfully implemented.
- The position emphasizes proactive platform monitoring, prompt incident response, coordinated issue resolution, and release support to ensure consistent customer accessibility and dependable digital service delivery.
- Additionally, the position is actively involved in enhancing support procedures and ensuring an exceptional digital customer experience.
- Comprehensive expertise in digital operational processes, encompassing file processing (ACH, batch jobs, BIC files), release support, and management of platform dependencies.
Requirements
- 3-5 years of experience in digital banking, platform support, technology operations, or financial service operations
Skills
- Bachelor's degree or equivalent profession experience required.
- Proven experience supporting incident response, service restoration, and platform stability efforts in a high-availability environment.
- Proficiency with platform monitoring tools, ticketing systems, and operational reporting technologies.
- Digitally savvy and current on evolving device, browser, mobile OS, and platform requirements.
- Some travel for mandatory training may be required.
Compensation
- $75,000 - $90,000
- The Digital Platform Support Analyst is responsible for maintaining the stability, optimal performance, and efficient operation of Apple Bank's digital platforms, which include online and mobile banking, Bill Pay, Zelle, online account opening, mobile deposit, funds transfer, dispute management, debit cards, and related services.
Visa & Work Authorization
- Visa sponsorship not available.
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This listing is sourced directly from Applebank's careers page and normalized into a canonical job model.