Senior Digital Banking Support Lead & Incident Commander

BLOSSOM; Miami (FL); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical insurance

401(k) plan

Unlimited PTO

Employee Assistance Program

Job summary

You will mentor Tier 1 and Tier 2 staff, manage Sev1–Sev2 incidents, and partner with Engineering, Product, and Network Operations to deliver consistent service delivery and reliable client outcomes.

Qualifications

• Associate degree in Information Technology, Finance, Business, or a related field required; Bachelor’s degree strongly preferred.
• 4–6 years of experience in technical or application support, preferably fintech or digital banking.
• Experience mentoring or guiding junior staff and coordinating issue resolution across tiers.

Responsibilities

• Lead and mentor Tier 1 and Tier 2 specialists.
• Act as escalation point for complex digital banking or integration issues.
• Coordinate Sev1-Sev2 incident response and post-incident RCA writing.
• Collaborate with Engineering, Product, QA, and clients to implement fixes and improvements.
• Own team SLAs and KPIs and report to management.

Skills

Digital banking platform

Incident management

SQL queries

Team leadership

Customer communication

Cross-team collaboration

Education

Associate degree in IT/Finance/Business

Bachelor’s degree preferred

Tools

Google Workspace

Job description

You will mentor Tier 1 and Tier 2 staff, manage Sev1–Sev2 incidents, and partner with Engineering, Product, and Network Operations to deliver consistent service delivery and reliable client outcomes.