Director, Digital Platform Support

ID
2022-15815
Job Locations
US-CA-San Francisco

 

At First Republic, we care about our people. We offer extraordinary client service in private banking, private business banking, and private wealth management. Founded in 1985, we believe that personal connections are everything and our success is driven by the relationships we form with our colleagues and clients. You’ll always feel empowered and valued at First Republic. 

 

Incredible teams doing exceptional work, every day. In Technology, we support First Republic’s employees and clients through the acquisition, integration and management of the Bank’s information technology systems and services. We drive innovation and explore emerging technologies so our people can be productive and focus on what matters most – providing extraordinary service.

 

The Digital Platform Support team is responsible for ensuring that all client facing applications are available 24x7 to our clients. These applications support activities such as Online Banking, Digital Account boarding and FRB marketing efforts. Responsibilities includes continuous monitoring, incident response and system restoration. We are seeking a Director, Digital Platform Support to lead this team. They will own the support process and oversee operations required to keep these client facing applications available 24x7x365. With continuous change in application features, technology and environments, the candidate in this position will understand the challenges of keeping the applications running while adapting to changes in the platforms. This individual will lead the team to effectively execute the documented support process, be responsible for effective communications to all stakeholders internal and external, and help deliver exceptional digital service to our clients.

 

What you'll be doing as a Director, Digital Platform Support:

 

This position will oversee 15 support engineers who are located onshore and offshore, providing 24x7 coverage for multiple applications. The team works hand in hand with other support, development, and vendor teams to respond to incidents, identify issues, restore service while providing clear and prompt communications.  The ideal candidate will lead the team to:

  • Maintain the existing excellent operational process
  • Support Service Level Agreements on incident response and restoration
  • Implement efficient and effective monitoring and triage tools
  • Communicate status of incidents in a timely fashion
  • Collaborate with development teams to transition new features to production ready status
  • Adapt to changes in technology and functionality while maintaining service standards
  • Review process, training, and tools to support continuous improvement

 

 

You could be a great fit if you have:

  • A Bachelor’s degree from an accredited college in Computer Science, Business Administration, Engineering, Finance, Information Services (or the equivalent of education and progressive responsible experience)
  • A minimum of 12 years of Information Technology experience with at least 5 years of progressive IT managerial experience
  • Must have proven effective problem solving, decision making, critical thinking, leadership and analytical skills
  • Ability to create and tailor communications appropriate for the audience and the situation
  • Ability to work well under pressure and work multiple tasks simultaneously
  • Ensure metrics measuring operational health are produced, reviewed and understood at all levels (SLAs, availability, performance metrics, etc.)
  • Proactively engage cross-functional teams and facilitate discussions which drive results driven decision making across all levels of leadership
  • A detailed understanding of, and experience with, all ITIL processes
  • Exceptional C-level verbal/written presentation and communications skills who can simplify key messages, present compelling stories, develop technical and personal credibility with executives (including technical on-technical audiences), and can influence the decision-making process
  • Ability to fit in with the constant shifting needs and demands of the business departments
  • Assertive but diplomatic with the ability to prioritize workload and to perform in a high-pressure environment
  • Must be a proven team leader with excellent facilitation and leadership skills

Skills/Competencies:

  • 4+ years experience with ServiceNow modules including Incident, Service Request, Change, Problem, Knowledge Management and reports
  • 4+ years experience and proven success identifying and implementing opportunities for improvement to configurations, procedures and process to enable greater availability, capability and efficiency
  • 4+ years experience working with Dynatrace, Splunk, NewRelic, Solarwinds or similar operational tools
  • 4+ years of experience providing day-to-day oversight/supervision to a team of technical employees and/or vendor partner resources
  • In depth knowledge of ITIL Service Management processes
  • Strong technical skills including Application, Infrastructure and Cloud technology experience
  • Understanding of industry standard technologies and infrastructure such as: networking, servers, storage, middleware, databases, virtual infrastructure and cloud services
  • Experience and subject matter expertise in the web and distributed computing environment

Job Demands:

  • Must be able to review and analyze data reports and manuals; must be computer proficient.
  • Must be able to communicate effectively via telephone and in person.
  • Ability to work including nights and weekends when escalated in a high priority outage

Own your work and your career — apply now

Are you willing to go the extra mile because you love what you do and how you can contribute as a team? Do you want the freedom to grow and the opportunity to take charge of your own career?  If so, then come join us.

 

We want hard working team players. You’ll have the independence to learn, lead and drive change. A culture of extraordinary service, empowerment and stability — that’s the First Republic way.

 

We believe that a diverse range of backgrounds and ideas has and will continue to be fundamental to the future success of First Republic.

 

If you are curious to learn more about this opportunity, we'd love to hear from you.

 

This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned to meet the ongoing needs of the organization. The Company is an equal opportunity employer. In this regard, the Company makes reasonable accommodations for qualified applicants and employees with disabilities in order to enable them to perform all essential job functions, unless doing so creates an undue hardship.

 

First Republic is subject to federal laws that restrict the employment of individuals with certain types of criminal histories, including FDIA Section 19 and FINRA. To the extent not inconsistent with our obligations under those federal laws and regulations, First Republic will consider qualified candidates with criminal histories in a manner consistent with the Los Angeles and San Francisco ban-the-box laws.

 

For New York City-based roles: Mayor Bill de Blasio announced that, effective December 27, 2021, all private sector employers?in New York City will be required to ensure that their employees are vaccinated against COVID-19 to attend work in the office. Reasonable Medical or Religious Accommodations may be requested if applicable to you. Please view New York’s Guidance on Accommodations for Workers for more information.

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed

Need help finding the right job?

We can recommend jobs specifically for you! Click here to get started.