Manager - Enterprise Applications Operations

GENERAL DESCRIPTION:The EA Operations Manager role is responsible for managing implementation, governance, and support of credit union enterprise software solutions as it relates to operational support. This includes the assignment and coordination of team activities when working with respective application vendors for software updates, defect remediation, and troubleshooting. The manager role is also responsible for ensuring all supported software applications are current and meet the requirements for any compliance or regulatory changes. An advanced understanding of the Credit Union’s enterprise-wide software solutions is required. TASKS, DUTIES, FUNCTIONS:1. Lead and manage a team of production support BSAs to support all daily operational activities for managed enterprise software solutions.2. Oversee all aspects of software application installations, upgrades, and configuration of software as it pertains to production support.3. Troubleshoot and resolve problems with business application software 24x7x365.4. Ensure all applications and systems meet or exceed the defined credit union standards for security, availability, and service level agreements.5. Responsible for ensuring the Change Implementation Management policies are adhered to for operational changes deployed to Production. Operational changes defined as software and/or platform major and minor releases, as well as any production issue resolutions delivered by internal teams or vendors.6. Identify and mitigate risks to the availability of applications and proactively address and resolve issues before they impact service levels. This requires working closely with our Network Operations Center (NOC) and knowledge of our production monitoring tools.7. Maintain accurate written and electronic records of all installed enterprise applications, versions, database structures and information systems that are within the scope of management responsibility for IT.8. Manage technical resources, both internal and vendor-provided, within budget and software upgrade schedule.9. Participate in On-call support during off hours, holidays, and weekends.10. Manage, develop, motivate, coach, and train a team responsible for supporting the Credit Union’s enterprise software applications. Evaluate employees and complete performance reviews.11. Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through your words and actions, ensuring positive employee morale throughout Golden 1, and embracing our mission, vision, and core values.12. Maintain a current awareness of industry best practices for security, standards and quality and incorporate them into the staff activities.13. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position. 14. Performs other related duties as assigned. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS:1. Advanced oral and written communication skills required to interact or complete technical analysis with Credit Union staff, management, or vendor partners.2. Effective analytical skills required to prepare recommendations, perform analysis, and accomplish other functions as listed.3. Strong adaption skills contributing to an environment that promotes and enables change to facilitate improved ways of working.4. Understanding of Agile based development practices.5. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, printer, facsimile machine, and telephone.6. Must have the ability to work on own initiative. 7. Ability to multitask, work under pressure and tight deadlines; may be required to work extended hours to complete tasks or respond to system production issues.8. Proven ability to develop, document and maintain operational policies and procedures, including the designing and documenting detailed technical process flows, and the development of operational performance and quality metric standards and reports.ORGANIZATIONAL CONTACTS & RELATIONSHIPS:1. INTERNAL: All Credit Union Staff2. EXTERNAL: Vendors, suppliers, government agencies, other industry associations and peers at other financial institutions.QUALIFICATIONS:1. EDUCATION: Bachelor’s degree preferred in Computer Science or Information Systems. Equivalent work experience may be considered in lieu of a 4-year degree. Agile certifications preferred.2. EXPERIENCE: Seven years or more experience in financial or health services, including technical business analysis, application management and/or project management, product development and process improvement preferred. Minimum of four years of experience leading and supervising a team directly, preferably within a financial institution. Experience working in an Agile environment or Azure eco system (DevOps) strongly desired.3. KNOWLEDGE/SKILLS:• Knowledge of commonly used financial industry concepts, practices, and guidelines.• Knowledge of existing Credit Union products, services, and overall operational guidelines, especially as it relates to various delivery channels.• Advanced oral communication, presentation, and technical writing skills.• Strong research, technical analysis, planning and organizational skills.• Ability to use logical reasoning when interpreting facts.• Experience with small to large enterprise software systems, as well as the ability to learn new systems quickly.• Ability to analyze and document complex technical business processes. • Ability to make observations, examinations, evaluations, and recommendations.• Experience leading projects and directing team members to implement system upgrades and enhancements.• Strong PC skills.PHYSICAL REQUIREMENTS:1. Carry and respond to a cell phone 7 days a week. May need to diagnose problems from home, occasionally may need to travel to site to correct problem either by car or public conveyance.2. Prolonged sitting throughout the workday with occasional mobility required. 3. Corrected vision within the normal range.4. Hearing within normal range. A device to enhance hearing will be provided if needed.5. Ability to lift 20 lbs. as may be required.6. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.7. Occasional travel may be required locally, statewide, and throughout the United States to attend seminars and vendor group meetings. Overnight travel and evening schedules included.8. Occasionally required to change work hours or work long hours including working on weekends to accomplish tasks.LICENSES/CERTIFICATIONS: NoneTHIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.

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