AVP EmFi Technology Service Owner

Work Arrangement:

***This position is available in our Sioux Falls SD or Wilmington DE office.***

At The Bancorp weve spent more than 25 years driving innovation in the financial services industry. As one of the first banks to embrace fintech we combine technology expertise and a forward-looking approach to deliver creative real-world solutions. We work side by side with our partners to help them grow and innovate with confidence. Across Fintech Solutions Institutional Banking Commercial Lending and Real Estate Bridge Lending we provide the people processes technology and banking capabilities that turn bold ideas into outcomes.

Join a team that brings urgency and rigor to every challenge and plays a direct role in driving growth for our clients and the communities we serve.

The AVP EmFi Technology Service Owner role supports and coordinates the EmFi technology support service through production application support incident response coordination vendor escalation support readiness and operating model execution. Supports the execution of support processes across Product Technology Operations Infrastructure Network Cybersecurity Compliance Risk external vendors and offshore support resources. Serves as a primary Technology point of contact for EmFi production support and supports onshore review and escalation of regulatory-sensitive decisions production changes partner communications and significant incidents while coordinating approved offshore activities for monitoring triage ticket enrichment documentation runbook execution and SEV3/SEV4 support. The role performs advanced technical investigation and analysis for production issues involving APIs integrations application logs databases transactions onboarding processes and third-party platforms. Matters involving significant business risk production approval authority contractual decisions or material regulatory impact are escalated to Technology leadership and the appropriate control functions.

• Supports the implementation and ongoing operation of the EmFi technology support operating model including service ownership support readiness production support processes RACI alignment and escalation governance.
• Serves as a primary Technology point of contactfor EmFi production support coordinating with Product Operations Infrastructure Network Cybersecurity/InfoSec Compliance Risk Support vendors and offshore execution resources.
• Supports SEV1/SEV2 incident coordination under established procedures and leadership direction including incident communications stakeholder engagement evidence collection action tracking and post-incident follow-up. Reviews available information and recommends severity classifications escalation actions communication triggers and downgrade decisions to the designated incident authority. Coordinates and performs advanced application support activitiesfor monitoring alerts API failures onboarding failures identity verification issues application defects database issues performance degradation transaction anomalies and integration failures.
• Coordinates vendor escalations for relevant platforms and vendors including Galileo Socure IBM LexisNexis middleware infrastructure security and related third-party services. Prepares vendor escalation packages tracks vendor responses and service-level commitments and escalates unresolved or high-risk matters to Technology leadership.
• Reviews incident evidence RCA materials operational metrics runbook compliance and vendor response performance; identifies recurring issues and supports the development of corrective actions.
• Develops and maintains approved support runbooks known-issue documentation vendor playbooks escalation packages monitoring standards and service transition procedures.
• Prepares and presents operational-readiness incident risk vendor and service-status updates to management and other stakeholders. Identifies and escalates risks dependencies resource constraints timeline impacts and decisions requiring leadership or control-function review. Supports oversight of offshore support activities within established execution lanes access requirements quality expectations certification standards and escalation procedures. Reviews offshore support output for completeness and quality and escalates performance access or control concerns to the appropriate manager. Performs hands-on production investigation for high-impact ambiguous or recurring issues including API testing log review SQL validation transaction tracing vendor portal review evidence gathering and fix validation. Supports production readiness gates for EmFi releases and operational changes including monitoring readiness runbook readiness support acceptance criteria go-live/hypercare planning rollback procedures and post-release validation.
• Maintains and reports service-health and operational-performance metrics including MTTA MTTR incident volume and aging vendor SLA performance recurring issue trends alert quality change-related incidents and support backlog health.
• Supports problem-management activities for recurring or systemic production issues including root-cause validation corrective action tracking vendor remediation follow-up defect backlog escalation and prevention planning.
• Supports end-to-end EmFi transaction and onboarding issue resolution across customer/account onboarding identity verification processor integrations authorization/settlement events transaction posting reconciliation breaks file exchanges webhooks and partner-impacting data issues.
• Maintains production support tooling hygiene including alert taxonomy ticket classification required evidence standards dashboard ownership runbook-to-alert mapping incident templates vendor escalation packages and knowledge-base quality.
• Recommends improvements to production-support processes monitoring documentation escalation procedures and operational controls.
• Performs other duties and supports related Technology Office initiatives as assigned.

• An undergraduate degree in Information Technology Computer Science Engineering Business Technology or a related field or an equivalent combination of training and experience.
• A minimum of 5 years related experience in IT production application support technology service management application operations or technical program delivery.
• A minimum of 3 years experience leading incident management vendor management application support technical program management or cross-functional operational readiness initiatives in a regulated or complex technology environment.
• Strong client partner vendor and internal stakeholder relationship management skills preferred.
• Excellent verbal written and interpersonal communication skills including the ability to translate technical issues into business impact and executive-ready updates preferred.
• Strong incident command troubleshooting analytical and problem-solving skills preferred.
• Experience supporting banking fintech payments embedded finance digital banking transaction processing identity verification fraud/risk or regulated financial services technology preferred.
• Experience with APIs SQL application logs monitoring tools ticketing systems vendor platforms and production support workflows preferred.
• Experience with ITIL incident/problem/change management root cause analysis production readiness support transition and operational resilience practices preferred.
• Experience managing hybrid onshore/offshore support models managed services vendor delivery teams or follow-the-sun support coverage preferred.
• Ability to prioritize and organize work to support multiple initiatives with varying timelines goals operational risks and business priorities preferred.
• The following technical competencies are required to effectively understand diagnose and troubleshoot API and integration issues across the EmFi platform and its vendor ecosystem:
  • API fundamentals & protocols: Working knowledge of RESTful APIs and common alternatives (SOAP GraphQL gRPC webhooks) including request/response structure HTTP methods headers status codes and payload formats such as JSON and XML.
  • API authentication & security: Understanding of API authentication and authorization mechanisms OAuth 2.0 API keys tokens (JWT) mutual TLS and certificate management and the ability to recognize auth-related failures (expired tokens credential/scoping errors certificate expiry).
  • API troubleshooting & tooling: Ability to test trace and diagnose API calls using tools such as Postman Insomnia cURL and API gateway/developer consoles; interpret error codes and response payloads; and distinguish client-side server-side and network-layer failures.
  • Integration & middleware: Familiarity with integration patterns and middleware/iPaaS platforms (e.g. IBM) message queues and event-driven architectures data mapping/transformation and file-based exchanges (SFTP batch files) used to connect core systems processors and third-party vendors.
  • Log analysis & observability: Proficiency reading and correlating application integration and transaction logs; using monitoring and observability tools (e.g. Datadog Splunk or equivalent) to trace a transaction end-to-end across systems and identify the point of failure.
  • Data & query skills: Working SQL proficiency to query databases validate data integrity and investigate transaction anomalies onboarding failures and identity-verification issues across integrated systems.
  • Processor & vendor integrations: Understanding of how card processor KYC/identity fraud/risk and other vendor integrations function (e.g. Galileo Socure LexisNexis) including how authorization settlement and verification data flow between the platform and external partners.
  • Root cause & escalation: Ability to translate technical integration and API failures into clear root-cause hypotheses actionable vendor escalation packages and business-impact summaries for both engineering teams and executive stakeholders.

What Success Looks Like

Success means maintaining reliable EmFi technology support through effective incident coordination timely issue resolution strong documentation and clear cross-functional communication.

Why This Role Matters

This role helps protect EmFi service stability customer and partner experience and operational resilience by coordinating production support across Technology business teams vendors and control functions.

This job will be open and accepting applications for a minimum of five days from the date it was posted.

Working at The Bancorp Bank N.A. and Benefits Information: Culture & Background Screening