IT Product Support Manager (Enterprise Support Function, FRBNY)
Job Posting for IT Product Support Manager (Enterprise Support Function, FRBNY) at Federal Reserve Bank of New York
Company
Federal Reserve Bank of New York
Working at the Federal Reserve Bank of New York positions you at the center of the financial world with a unique perspective on national and international markets and economies. You will work in an environment with a diverse group of experienced professionals to foster and support the safety, soundness, and vitality of our economic and financial systems. It is a challenge that demands the skills of a financial service professional and the intelligence of an academic—all combined with a passion for public service.This position will offer workplace flexibility e.g. working remotely or on site as needed/ desired during the week. Employees can expect to be in the office weekly as needed for meetings and team collaboration and should live within a commutable distance. The Bank believes in work flexibility to balance the demands of work and life while also connecting and collaborating with our colleagues in person a couple days a week.
What we do:
The Enterprise Support Operations Enabling Platform and Processing Team (ES OPS EPP) is a part of Technology Group (TG) Organization. The team is responsible for the enablement and management of infrastructure technologies supporting new products and services and collaborates closely with Enterprise Support Infrastructure Engineering (ES Infra Eng) and Enterprise Platforms and Capabilities (EPC) teams to deliver standard infrastructure capabilities/products, provisioning, and deployment of infrastructure components.
The IT Service Manager leverages his/her technical knowledge as a domain expert to provide responsive and effective support to those mission-critical systems. Support teams deliver various services supporting the production environment including on-going support, business continuity, vulnerability management, and deployment and implementation services.
Your role as ES Operations IT Product Support Manager:
- Manages a team of experienced IT product support professionals to provide support and maintenance for business applications in the production environment on a 24x7 basis. This includes supporting critical business operations such as start/end of day activities, monitoring application performance and availability during the operating day and allocating resources to support specific business activities.
- Provide guidance to team members in problem solving situations (e.g., technical, process, communication, interpersonal) and removal of impediments; serve as Point of Contact to business and other TG leadership. Provide oversight and serve as a subject matter expert on production incidents. Coordinate and collaborate with Incident Management teams to resolve issues in the production environment.
- Provide assistance to business areas, developers, and other technical support staff with the investigation and resolution of the complex technical issues and/or problems related to the support and use of application services.
- Manage and resolve vulnerabilities in the production environment identified by security teams. Collaborate with Information Security to determine scope of vulnerability findings and provide technical expertise on infrastructure vulnerability remediation directions.
- Engages with leaders and stakeholders around the Bank to represent Service Management subject matter for their area of responsibility as a part of day-to-day duties.
- Provides expertise on teams/squads to implement and release applications, platforms, and services into multiple environments and oversees ongoing support. Partners with EPC squad leadership to identify effective methods for engagement of staff in the Agile model.
- Participate in, and contribute to, drafting business cases from an application support perspective and provide staff resource estimates/forecasts for projects
- Assist in for analyzing technology, resource needs, demand and to plan and assess resource allocation
- Partner with ES Infra Eng and EPC to provide non-functional requirements for new and existing applications, platforms and services.
- Coordinate ongoing administrative tasks and processes (e.g., recertifications, approvals for day-to-day work items (Incident and Change Management, Change Request, Enterprise Password Vault), handle audit requests and ensure SLA compliance
- Maintains continuous engagement with second line Risk Management teams within TG and Risk Group on all technology risk events. Evaluates existing processes and seeks opportunities for improvements."
- Hires, trains, mentors, and provides feedback to staff and ensures that team members’ skillsets are kept up-to-date with changes in technologies in alignment with the overall Technology Group strategy.
What we are looking for:
- Experience managing teams of technologists supporting multiple stakeholders; openness to, and the ability to deal with, rapid change in business needs, processes and technologies.
- Experience implementing automation capabilities to improve infrastructure efficiency and supportability.
- Strong leadership skills and abilities, building and leading strong technology teams, effecting change and resource management; a track record of success in developing technology leaders and staff.
- Strong analytical and problem-solving skills; highly collaborative working style, strong interpersonal capabilities and relationship building; proven ability to manage diverse client and stakeholder relationships, and to collaborate effectively with customers and colleagues
- Strong experience in systems lifecycle management, planning and estimation
- Experience implementing "Best Practice" approaches in infrastructure and operations management
- Strong experience in infrastructure vulnerability remediation.
- Use of reporting tools such as Splunk to generate productivity reports and ensure team comply with SLA requirements. Use of reporting tools or workflows to schedule and monitor ongoing administrative tasks and processes
- Strong influence and negotiation skills; ability to facilitate discussions around complex issues and bring them to resolution.
- Strong written and verbal skills with ability to present ideas in a business and user-friendly language; capability to engage in highly technical discussions while also briefing senior management at a consumable technical level
Benefits:
Our organization offers benefits that are the best fit for you at every stage of your career:
- Fully paid Pension plan and 401k with Generous Match
- Comprehensive Insurance Plans (Medical, Dental and Vision including Flexible Spending Accounts and HSA)
- Subsidized Public Transportation Program
- Tuition Assistance Program
- Onsite Fitness & Wellness Center
- Andmore
Candidates must undergo an enhanced background check and will be tested for all controlled substances prohibited by federal law, to include marijuana.
The Federal Reserve Bank of New York is committed to a diverse workforce and to providing equal employment opportunity to all persons without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, genetic information, disability, or military service.
The successful candidate must be fully vaccinated against COVID-19, and receive a booster shot within 30 days of being eligible to do so, unless the Bank grants an exemption based on a medical condition or sincerely held religious belief.
This is not necessarily an exhaustive list of all responsibilities, duties, performance standards or requirements, efforts, skills or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change.
Full Time / Part Time
Full time
Regular / Temporary
Regular
Job Exempt (Yes / No)
Yes
Job Category
Information Technology
Work Shift
First (United States of America)
The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. The Federal Reserve Banks are committed to equal employment opportunity for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.
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Salary.com Estimation for IT Product Support Manager (Enterprise Support Function, FRBNY) in New York, NY
$140,114 to $185,880
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Job openings at Federal Reserve Bank of New York
Federal Reserve Bank of New York
New York, NY
Full Time
Federal Reserve Bank of New York
New York, NY
Full Time
Federal Reserve Bank of New York
New York, NY
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Federal Reserve Bank of New York
New York, NY
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