Must Have's:
L2 Support for Actimize SAM & CDD solutions and Bridger XG (Screening Platform) solution. No other special skills are required apart of these basic support skills. Flexibility on if candidate doesn t know Bridger XG as long as they know Actimize SAM & CDD solutions. Primary Skills
Hands-on L2 production support experience on NICE Actimize (CDD and SAM/AML monitoring modules) - minimum 6 to 8 years
Hands-on L2 production support experience / Working knowledge of Bridger XG or equivalent OFAC/sanctions screening platforms
Strong incident management and major incident bridge leadership experience (Sev1/Sev2 ownership, RCA presentation to business stakeholders)
ITIL v3/v4 certified, with demonstrated ownership of Incident, Problem, and Change management processes in a banking environment
Experience managing a distributed (onsite-offshore) L2 support team and acting as single point of escalation for client IT and business teams
Secondary Skills
Exposure to Archer, Auditale, CreditLens, Feed Monitoring System (FMS), PDLGD, TeamMate, Thetaray & Westlaw platforms
SQL and basic ETL/job scheduler troubleshooting (Control-M, Autosys, or equivalent)
ServiceNow incident/problem/change module experience
Familiarity with US banking regulatory context (BSA/AML, OFAC, OCC/FinCEN expectations)
Strong client-facing communication, status reporting, and stakeholder management skills
Job Description
Purpose of the Role
The onsite Senior Manager is the single point of accountability for L2 production support of the IDB Risk and Compliance application portfolio, acting as the bridge between the client's business/IT stakeholders in NY and the offshore L2 support team in Chennai. This role owns service levels, incident governance, and continuous improvement of the L2 support function.
Key Responsibilities
Provide Level 2 (L2) production support for IDB Risk and Compliance applications, including incident triage, diagnosis, root cause analysis, and resolution within defined SLAs
Manage and resolve incidents escalated from L1/Help Desk for Actimize (CDD and SAM), Bridger XG (OFAC), Archer, Auditale, CreditLens, Feed Monitoring System (FMS), PDLGD, TeamMate, Thetaray & Westlaw
Investigate and resolve Data Load and Data Quality (DL/DQ) issues, including upstream and downstream interface failures
Perform job monitoring, batch failure analysis, and database level troubleshooting using SQL
Coordinate with infrastructure, network, and vendor support teams for cross functional incident resolution
Maintain incident documentation, knowledge base articles, and runbooks within ServiceNow
Support change management activities including release validation, regression testing coordination, and post deployment monitoring
Ensure adherence to ITIL aligned incident, problem, and change management processes
Escalate to L3 (application engineering and vendor) only when resolution requires code or platform level changes, while owning the incident through closure
Own the client relationship for L2 support: chair incident review and service review calls, present RCAs to business and IT stakeholders
Provide governance oversight of the offshore L2 team (M and SM), reviewing ticket quality, SLA adherence, and knowledge base health
Drive continuous improvement: recurring incident analysis, automation of repetitive L2 tasks, and proactive monitoring recommendations
Act as the primary escalation interface to L3 (application/vendor engineering teams) and to infrastructure/network teams
Eligibility Criteria
Bachelor's degree in Computer Science, Information Systems, or related field
Minimum 12+ years of overall IT experience, with at least 5 years in Actimize, financial crime compliance, risk, or banking application production support
Prior experience supporting a US banking or financial services client is strongly preferred
