L2 production support - Actimize

Purpose of the Role

The onsite Senior Manager is the single point of accountability for L2 production support of the Clients Risk and Compliance application portfolio, acting as the bridge between the clients 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.

Responsibilities

• Provide Level 2 L2 production support for Bank's 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, PDLGD, CreditLens, BancWare, Archer, Evolv, Fraud Analyst, TREPP, ICE, BlackNight, and Regulatory Data Corporation (RDC)
• Investigate and resolve Data Load and Data Quality (DLDQ) issues including upstream and downstream interface failures
• Perform job monitoring, batch failure analysis, and database level troubleshooting using SQL
• Cookordination 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/vendor engineering teams and to infrastructure/network teams 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
• 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 financial crime compliance, risk, or banking application production support
• Prior experience supporting a US banking or financial services client is strongly preferred

Salary And Other Compensation

The annual salary for this position is between $130-155K depending on experience and other qualifications of the successful candidate. This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits

• Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer

The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.