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Operations domain ownership

Digital Operations Domain Ownership

The following outlines key Operational departments within jh Digital Banking, the products supported and key contacts for continued collaboration. Each department has an associated Slack handle for notification to the appropriate team members.

For incidents, specifically, alerting the appropriate Operations team is imperative to having the right customer facing team engaged as quickly as possible to assist. This document includes the incident.io service that should be paged for each team in the event an official incident is required.

If there is a global, platform-wide issue impacting multiple products, the following FF handle may be used:

@support-digital-ff

Quick Links

Banno Content | marketing websites

FF Handle: @support-banno-content
incident.io Service: Digital Content

Products Supported:

  • Banno Content
  • Banno Marketing (Content Channel)
  • Banno Monitor

Key Contact:
Shea Hardin - Director of Client Services

Implementation - #org-content-implementation
Handle - @pcs
Lynn Rogers - Implementation Manager, Sr.
Hannah Toler - Implementation Supervisor

Post-Live Support - #org-content-support
Handle - @cwas
Krishna Ghamandi - Support Manager, Sr.
Emily Cope - Support Supervisor

Banno Apps

FF Handle - Retail: @support-banno-apps
FF Handle - Banno Business: @support-digital-commercial-mlc
incident.io Service - Retail: Banno Retail Support
incident.io Service - Retail Managers: Banno Support Mgmt

Team Handles: @support-banno-apps, @support-banno-business, @retail-implementation, @imp-banks-retail, @imp-cu-retail, @biz-bank-install, @support-banno-mgrs-sups

Products Supported:

  • Banno Online
  • Banno Mobile
  • Banno Marketing (Apps Channel)
  • Banno Business

Key Contacts:
Sheena Beninga - Director of Operations
Derek Van Dyke - Tier 1 Technical Support Manager, Sr.
Ian Cain - Tier 2 Technical Support Manager
Patty Hayes - Technical Support Manager, Sr. - Banno Business
Debra Edwards - Director of Client Services - Banno Business

Implementation - #org-banno-retail-implementation
Heather Rubino - Installation Manager, Sr. - Banks
Brian Frost - Installation Manager - CUs
Brent Moinet - Installation Manager - Banks

Post-Live Support - #org-banno-retail-support, #team-banno-business-support
Regina Valadez Castro - Technical Support Manager - Retail
Tara Gordon - Technical Support Manager - Retail
Holly Rubino - Technical Support Representative, Sr. - Tier 2
Valerie Chan - Technical Support Coordinator - Cash Mgmt/Banno Business

Treasury Management

FF Handle: @support-digital-commercial-mlc

Products Supported:

  • Treasury Management

Key Contacts:
David Ardell - Director of Operations
Debra Edwards - Director of Client Services
Kim Freeman - Technical Support Manager, Sr.

Implementation - #team-digital-install-coordinators, #team-digital-install-programmers, #team-digital-install-ap, #team-digital-install-development
Kyle Lambdin - Implementation Manager (Coordinators)
Steve Hisey - Implementation Manager (Add Products)
David (DJ) Johnston - Programming Manager (Programmers)
Aimee Young - Software Engineer Manager (Development)

Post-Live Support - #org-treasury-support
Ashley Prothe - Treasury Support Representative, Sr.
Morgan Snell - Treasury Support Representative, Sr.

ESI

FF Handle: @support-digital-commercial-mlc

Products Supported:

  • E Statement Interactive (ESI)

Key Contacts:
David Ardell - Director of Operations
Steve Hisey - Implementation Manager
Tyler Smith - Technical Support Manager
Debra Edwards - Director of Client Services

Implementation - #team-digital-install-coordinators, #team-digital-install-programmers, #team-digital-install-ap, #team-digital-install-development
Kyle Lambdin - Implementation Manager (Coordinators)
Steve Hisey - Implementation Manager (Add Products)
David (DJ) Johnston - Programming Manager (Programmers)
Aimee Young - Software Engineer Manager (Development)

Post-Live Support - #team-netteller-support
Tyler Smith - Technical Support Manager

Geezeo

FF Handle: @support-geezeo

Products Supported:

  • Geezeo
  • Finicity Connectivity

Key Contacts:
Shea Hardin - Director of Client Services
Luisa Thomas - Operations Manager
Sherri Cavallo - Client Services Manager

Implementation - #team-geezeo-ops
Luisa Thomas - Operations Manager
Nick Landa - Project Manager, Sr.

Post-Live Support - #team-geezeo-ops, #team-geezeo-crms
Luisa Thomas - Operations Manager
Nick Landa - Project Manager, Sr.
Michelle Casey - Customer Support

NetTeller

FF Handle: @support-digital-commercial-mlc

Products Supported:

  • NetTeller
  • Small Business Cash Management
  • Commercial Cash Management
  • RSA
  • Intuit (Direct Connect/WebConnect)

Key Contacts:
David Ardell - Director of Operations
Patty Hayes - Technical Support Manager, Sr.
Debra Edwards - Director of Client Services

Implementation - #team-digital-install-coordinators, #team-digital-install-programmers, #team-digital-install-ap, #team-digital-install-development
Kyle Lambdin - Implementation Manager (Coordinators)
Steve Hisey - Implementation Manager (Add Products)
David (DJ) Johnston - Programming Manager (Programmers)
Aimee Young - Software Engineer Manager (Development)

Post-Live Support - #org-netteller-support, #org-digital-host-tech
Patty Hayes - Technical Support Manager, Sr.
Shelane Green - Technical Support Manager
Valerie Chan - Technical Support Coordinator - Cash Mgmt/Banno Business

title: “Platform domain ownership”

Platform Operations Domain Ownership

The following outlines key Operational departments within jh supporting the JH Platform and making up the Launch Team

For incidents: TBD

Products Supported:

  • JH Wires
  • Exception Manager
  • Symitar Tool
  • Data Hub
  • JH Ledger
  • Insights
  • Savings Goal

Key Contacts:

Implementation - #team-launch
Sheena Beninga - Director of Operations
Amber Medlin - Implementation Coordinator, Advisory
Lindsey Reynolds - Operations Manager
Matt Reid - Director of Operations

Post-Live Support - #team-launch
Fete Sagale Jr. - Mgr, Proj Analysis.
Kevin Gibson - Sr Mgr, Techl Supt
Paul Lines- Sr Mgr, Appls Engr

KE- #team-launch
Graziella Roosz - Mgr, Techl Bus Analysis, Sr.
Lori Hymer - Sr Mgr, Educ
Courtney Jackson - Sr Mgr, Ops