Production Support Manager
3 weeks ago
- Oversee 24x7 production support teams for fBank and affiliates, user technical support, and production job schedules
- Assist in the management of policy development and technology planning
- Evaluate user needs and system functionality to confirm that systems meet the needs of individuals and projects
- Ensure smooth operations of all IT systems and data security
- Understand and track applicable regulatory and reporting requirements
- Conduct periodic audits (based on policies and procedures) to ensure compliance with regulatory, enterprise security requirements
- Assist in preparing the IT organization’s disaster recovery and business continuity plans, policies, and procedures
- Work with senior management to enhance monitoring of critical applications and develop operational run books
- Identify issues, trends, and opportunities to improve efficiency, cost effectiveness, and/or quality; develop recommendations and implement solutions to identified issues and opportunities
- Establish a stable performance environment by monitoring and analyzing problems
- Ensure problems are identified and solved as rapidly and efficiently as possible
- Provide and manage utilization and capacity monitoring of all networks, data storage, servers, and phones for management reporting and planning
- Perform any other duties as required or assigned
Requirements:
- Bachelor’s degree or equivalent in Information Technology, or related field
- 7+ years' experience working in an IT Operations production support role in an enterprise environment
- 2+ years' leadership experience
- Demonstrated experience as a hands-on technical manager, actively involved in designing, developing, and implementing technical solutions, with a proven ability to lead and mentor a team of technical professionals
- Familiarity working with enterprise project planning and resourcing
- Internal and external customer-facing production support experience
- Familiarity with various monitoring solutions like Solarwinds, Dynatrace, and DefenseStorm
- Knowledgeable with a variety of infrastructure technologies: Windows, VMware
- Active Directory
- Ability to support 24x7 operations
- Detail-oriented, with superior verbal and written communication skills
- Strong critical thinker with problem solving aptitude
- Excellent organizational skills with the ability to juggle multiple tasks at once
- Proactive mindset
Preferred:
- ITIL or ServiceNow experience
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