Federal Home Loan Bank of Chicago · 1 day ago
Manager Application Support
Chicago, IL
Full-time
Hybrid
Senior Level
$126K/yr - $221K/yr
7+ years expFederal Home Loan Bank of Chicago is committed to providing competitively priced funding and support for community investment activities. The Manager Application Support will lead the Application Support team and Database Administrators, ensuring the performance and reliability of critical business applications while overseeing 24/7 support operations.
Banking
Responsibilities
Provide strategic leadership and operational stability for the Application Support team, ensuring consistency with enterprise risk objectives and compliance standards
Own and optimize Batch operations, driving improvements in metrics, reporting, and actionable insights while collaborating closely with key stakeholders to enhance risk alignment and operational resilience
Strengthen people leadership and team development, offering direct management to support growth, engagement, and performance within the Application Support team
Manage and lead a high-performing team of Application Support Specialists and Database Administrators
Oversee 24/7 support operations, including on-call coverage, incident coordination, and alerting workflows using platforms such as xMatters
Lead efforts to map, analyze, and continuously improve overnight Batch workflows, applying structured problem-solving and root cause analysis to minimize failures and optimize performance
Partner with Risk and Operations to refine dashboards, develop actionable KPIs and KRIs, and ensure transparency and accountability in daily and long-term batch oversight
Serve as application owner for assigned systems and ensure the team fulfills ownership responsibilities across supported platforms, including lifecycle management, documentation, performance monitoring, and compliance
Drive continuous improvement in service delivery, job reliability, and performance using operational metrics and structured feedback
Participate in the Bank’s disaster recovery (DR) exercises in collaboration with other teams, ensuring supported applications and databases are prepared and aligned with organizational DR plans
Ensure real-time communication and stakeholder updates during overnight Batch incidents and lead post-incident reviews to drive learning and prevent recurrence
Manage change control processes for systems and applications supported by the team, ensuring proper approvals, documentation, and stakeholder engagement within the team’s area of responsibility
Support audit and regulatory compliance by maintaining controls, responding to inquiries, and ensuring documentation is complete and current
Administer and improve ticketing workflows using ServiceNow, applying ITIL principles
Participate in migration efforts to SaaS-based Control-M platforms (e.g., Helix ControlM), supporting functional testing and environment transitions
Promote a culture of accountability, quality, and service excellence across the support organization
Provide 24x7 on-call support coverage as needed
Qualification
Required
Bachelor's degree in Information Technology or a related field, or at least three years of experience in a technology leadership role
Minimum 7 years of experience in application support, batch operations, or database administration, including at least 1-3 years in a leadership or supervisory role
Minimum 2 years of experience with workflow automation platforms, such as Control-M or Helix
Strong understanding of cloud platforms and services
Strong understanding of enterprise systems, batch processing workflows, and database support coordination
Proficiency in troubleshooting job failures, analyzing error logs, and implementing corrective actions
Experience managing alerts and escalations using tools such as xMatters, PagerDuty, or equivalent
Experience with ServiceNow or similar ITSM platforms, including ticketing workflow administration
Solid understanding and practical application of ITIL principles across incident, problem, and change management
Demonstrated ability to lead cross-functional teams and collaborate effectively with technical and business stakeholders
Excellent communication, documentation, and reporting skills
Strategic Leadership & Team Management: Ability to lead and develop high-performing teams, fostering accountability, collaboration, and service excellence across Application Support and Database Administration functions
Technical Expertise: Strong understanding of enterprise application support, batch processing workflows, workload automation tools (e.g., Control-M, Helix), and database coordination, with proficiency in troubleshooting job failures and analyzing error logs
Operational Rigor & Continuous Improvement: Skilled in optimizing batch operations, implementing KPIs/KRIs, and driving process improvements aligned with business priorities
Incident & Change Management: Practical application of ITIL principles for incident, problem, and change management; ability to manage alerts, escalations, and crisis situations effectively
Compliance & Risk Awareness: Knowledge of regulatory requirements, audit processes, and risk management practices; ability to maintain controls and ensure documentation accuracy
Cross-Functional Collaboration: Ability to partner with technical and business stakeholders, including Risk, Operations, and vendors, to achieve shared objectives and resolve complex issues
Communication & Documentation: Excellent written and verbal communication skills for documenting processes, procedures, and system configurations, and for conveying technical information to diverse audiences
Adaptability & Innovation: Capacity to stay current with emerging technologies, SaaS migrations, and DevOps practices, and to adapt strategies to evolving environments
Customer & Service Orientation: Commitment to delivering reliable, high-quality support and fostering a positive user experience
Professional Integrity & Growth: Ethical, compliant with company policies, and dedicated to continuous learning and professional development
Preferred
Technical certifications preferred
ITIL Certification preferred
Experience with CI/CD pipelines is a plus
Experience with DevOps practices
Benefits
Retirement program (401k and Pension)
Medical, dental and vision insurance
Lifestyle Spending Account
Competitive PTO plan
11 paid holidays per year
Company
Federal Home Loan Bank of Chicago
Our Mission: To partner with our members in Illinois and Wisconsin to provide them competitively priced funding, a reasonable return on their investment in the Bank, and support for their community investment activities.
201-500 employees
H1B Sponsorship
Federal Home Loan Bank of Chicago has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2022 (6)
2021 (5)
2020 (8)
Funding
Current Stage
Growth StageLeadership Team
Eric Geiger
Chief Technology Officer
Mike Zeifert, CFA
SVP, Chief Credit Officer
Company data provided by crunchbase