Senior Manager / Onsite Delivery Lead - Actimize

About the role

Location: Remote (US-based). Role Level: Senior Manager / Onsite Delivery Lead - Actimize. Domain: Financial Crime Compliance & Banking Risk Systems. We are seeking an experienced Senior Manager / Onsite Delivery Lead - Actimize 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.