EmFi Production Support Lead: Tech & Incident Owner

The Bancorp Bank, N.A.; Sioux Falls (SD); On-site; USD 120,000 - 190,000; Full time

Job summary

The Bancorp Bank, N.A. seeks an AVP EmFi Technology Service Owner to lead production support for EmFi across APIs, logs, and vendor platforms. You will coordinate with Product, Operations, Infrastructure, and Security to ensure incident readiness and regulatory compliance.

Based in Sioux Falls, SD or Wilmington, DE, this role requires strong incident management, vendor governance, and ITIL discipline. You will drive runbooks, offshore coordination, and continuous improvement to maintain service

Qualifications

• Undergraduate degree or equivalent in IT/CS/Engineering or related field.
• Minimum 5 years IT/production support experience in a regulated or complex tech environment.
• Minimum 3 years leading incident management, vendor management, or cross-functional operational readiness initiatives.

Responsibilities

• Supports the EmFi technology support operating model, including service ownership, support readiness, and escalation governance.
• Serves as primary Technology contact for EmFi production support, coordinating with Product, Operations, Infrastructure, Network, Cybersecurity, Compliance, Risk, Support, vendors, and offshore resources.
• Coordinates SEV1/SEV2 incident management with leadership direction, including communications, evidence gathering, action tracking, and post-incident follow-up.
• Coordinates vendor escalations with Galileo, Socure, IBM, LexisNexis, middleware, and related services; prepares escalation packages and tracks SLAs.
• Reviews incident evidence, RCA materials, and performance metrics; identifies recurring issues and supports corrective actions.
• Develops and maintains runbooks, known-issue docs, vendor playbooks, and monitoring standards.
• Produces management-ready updates on operational readiness, incidents, risks, and service status; oversees offshore output for quality and compliance.
• Performs hands-on production investigations for high-impact issues, including API testing, log reviews, and SQL validation.

Skills

APIs & integrations

SQL

Incident management

Vendor management

ITIL & service management

Education

Bachelor's degree in Information Technology, Computer Science, Engineering, or related field

Tools

Datadog

Splunk

Postman

Jira

Job description

The Bancorp Bank, N.A. seeks an AVP EmFi Technology Service Owner to lead production support for EmFi across APIs, logs, and vendor platforms. You will coordinate with Product, Operations, Infrastructure, and Security to ensure incident readiness and regulatory compliance.

Based in Sioux Falls, SD or Wilmington, DE, this role requires strong incident management, vendor governance, and ITIL discipline. You will drive runbooks, offshore coordination, and continuous improvement to maintain service