Job Description
Overview:
TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. Our client is an American multinational information technology services and consulting company and is a leading provider of information technology, consulting, and business process outsourcing services, dedicated helping the world's leading companies build stronger businesses.
Job Title: Sr. Manager IDB - Risk & Compliance Production Support
Location: Newyork City,NY Dallas,TX
Duration: 6 Months
Job Type: Temporary Assignment
Work Type: Onsite
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
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
TekWissen Group is an equal opportunity employer supporting workforce diversity.
Numbers & Facts
| Location | Newyork, NY |
| Industry | Computer/IT Services |
| Salary | $55–$57.14 |
| Company Size | 100 to 499 employees |
| Year Founded | 2009 |
| Website | http://www.tekwissen.com/ |
About Company
WE THE TEKWISSEN PEOPLE
TekWissen offers you a broader portfolio of services, industry-leading solutions, and the meaningful innovations that give you greater flexibility and speed to respond to market dynamics, reduced costs and risk to improve enterprise performance, and increased productivity to enable growth.
To keep pace with global market demands, TekWissen keeps its finger on the pulse of change. Our organized approach to guiding a project from its inception to closure. Managing projects is becoming more and more important as we enter the digital era. To cope with the pace that this transition demands, a method is required to manage projects so they can yield quality work, while incorporating efficient use of time and resources.
Project involves identifying which quality standards are relevant to the project and determining how to satisfy them.
It is important to perform quality planning during the Planning Process and should be done alongside the other project planning processes because changes in the quality will likely require changes in the other planning processes, or the desired product quality may require a detailed risk analysis of an identified problem. It is important to remember that quality should be planned, designed, then built in, not added on after the fact.
Capabilities and accomplishments in one TekWissen business enhance the opportunity for success in the others. Put simply, TekWissen's unique combination of attributes promotes success.Skills
Level up your application
Professional resume templates
Browse dozens of recruiter approved resume templates, layouts and formats. Choose your favorite and make it your own in minutes.
Free resume templatesFree resume builder
Improve your existing resume or start from scratch and create a standout, ATS-friendly resume. Add job-specific content, download and apply.
Free resume builder