Senior EmFi Production & Incident Lead

The Bancorp; Sioux Falls (SD); On-site; USD 150,000 - 190,000; Full time

Job summary

The Bancorp is seeking an AVP EmFi Technology Service Owner to lead production support for EmFi platforms from Sioux Falls or Wilmington. This role coordinates incident response, vendor escalation, and cross-functional collaboration across Product, Operations, Infrastructure, and Risk to ensure reliable service delivery.

You will develop runbooks, monitor key metrics, and drive improvements in incident handling, release readiness, and offshore/offshore coordination.

Qualifications

• Undergraduate degree in IT, CS, engineering, or related field or equivalent experience.
• Minimum 5 years in IT, production application support, or tech program delivery.
• Minimum 3 years leading incident management, vendor management, or cross-functional readiness.
• Experience in banking/fintech payments or regulated financial services preferred.
• Experience with APIs, SQL, logs, monitoring, ticketing, vendor platforms, and production support workflows.
• Experience with ITIL, incident/problem/change management, root-cause analysis, and operational resilience.

Responsibilities

• Coordinate incident management and escalation under established procedures.
• Serve as primary technology contact for EmFi production support and offshore coordination.
• Develop and maintain runbooks, known-issue docs, and escalation packages.
• Prepare operational updates, risk and vendor performance reports for leadership.
• Support end-to-end EmFi transaction onboarding and issue resolution across platforms.

Skills

Incident management

Vendor management

Application support

Technical program management

Cross-functional collaboration

Education

Bachelor's degree

Tools

Postman

SQL

Splunk

Job description

The Bancorp is seeking an AVP EmFi Technology Service Owner to lead production support for EmFi platforms from Sioux Falls or Wilmington. This role coordinates incident response, vendor escalation, and cross-functional collaboration across Product, Operations, Infrastructure, and Risk to ensure reliable service delivery.

You will develop runbooks, monitor key metrics, and drive improvements in incident handling, release readiness, and offshore/offshore coordination.