AVP EmFi Technology Service Owner

Position Summary

Work Arrangement:

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

 

At The Bancorp, we’ve 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.

Key Responsibilities

• 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