Production Support Manager

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