Senior Manager_ Actimize

Location: Remote (US‑based) • Role Level: Senior Manager / Onsite Delivery Lead • Domain: Financial Crime Compliance & Banking Risk Systems

About the role

We are seeking an experienced Senior Manager to serve as the single point of accountability for Level 2 (L2) Production Support across our US Banking Risk and Financial Crime Compliance application suite. In this dual-track role, you will lead incident governance and client stakeholder management while driving hands-on L2 technical support alongside a distributed offshore team. You will act as the primary operational bridge between NYC-based IT and business stakeholders and offshore support teams in Chennai.

Responsibilities

• L2 Technical Support & Incident Governance
  • Deliver hands-on L2 support for primary platforms: NICE Actimize (CDD & SAM/AML) and Bridger XG (OFAC).
  • Support secondary risk platforms including Archer GRC, CreditLens, BancWare, Evolv, Fraud Analyst, TREPP, ICE BlackNight, and RDC.
  • Lead Sev1/Sev2 major incident response bridges, drive root cause analysis (RCA), and present findings to executive business stakeholders.
  • Resolve data load/data quality (DL/DQ) issues, batch job failures, and interface disruptions using SQL and workload schedulers (Control-M/Autosys).
  • Triage and escalate critical bugs to L3 engineering and vendor support teams while maintaining end-to-end incident ownership through resolution.
• Client Relationship & Operations Management
  • Serve as the primary US contact and escalation point for client business leaders and IT teams.
  • Chair weekly and monthly service review meetings, status updates, and SLA performance reviews.
  • Manage and govern offshore L2 support teams (Managers and Senior Managers) to ensure ticket quality, runbook health, and strict SLA compliance.
  • Coordinate cross-functionally with infrastructure, network, database, and vendor teams to resolve complex cross-domain issues.
• Continuous Improvement & ITIL Process Leadership
  • Enforce ITIL v3/v4 standards across Incident, Problem, and Change Management workflows within ServiceNow.
  • Oversee change release validation, regression testing coordination, and post-deployment stability monitoring.
  • Identify recurring incidents and drive automation initiatives to reduce ticket volume and optimize support operations.

Qualifications

• Total Experience: 12+ years in IT application support, with 5+ years dedicated to US Financial Crime Compliance, Risk, or Banking platforms.
• Actimize Core: 6 to 8+ years of hands-on L2 support experience with NICE Actimize (CDD and SAM/AML modules).
• Sanctions & Screening: Working knowledge of Bridger XG or equivalent OFAC sanctions screening applications.
• Technical Toolkit: Strong proficiency in SQL database troubleshooting, ETL/batch job monitoring (Control-M, Autosys, etc.), and ServiceNow.
• Regulatory Context: Solid understanding of US banking compliance expectations (BSA/AML, OFAC, OCC, FinCEN).
• Leadership: Proven track record leading major incident bridges and managing distributed (onsite/offshore) support operations.