Manager, Operations Technical Support

Position summary: Candidate will focus on the management responsibilities for the Operations Technical Support Team. Primary responsibilities will be managing resources related to daily support, tasks related to TCH projects, and assignments related to Operations improvements.

Candidate will ensure TCH technical systems are delivering services to our customers as expected by ensuring the Technical Support team is effectively and efficiently monitoring, identifying, tracking and resolving issues, including handling escalations to third level support groups.

Qualifications required:

• Bachelor’s degree in computer science or related field, or 5-10 years practical work experience
• Proven leadership and personnel management in a data center environment
• 5 years of experience running Windows, Linux, Unix, and IBM Pure Technology in a production environment
• Experience in administrating and troubleshooting applications in a large production environment (24X7)
• Knowledge of AWS, Devops and Agile processing
• Deep knowledge of Networking systems and managing major Telco providers
• Working knowledge of standard computer software, including MS Excel, Office, and Word
• Knowledge of Bash, power shell or Python scripting
• Experience working in a Mainframe and Windows Distributed systems environment
• Formal training in network, computer, or server technology
• Ability to work in a fast-paced environment with competing time sensitive priorities
• Strong attention to detail to ensure firm policies and procedures are adhered
• Excellent verbal and written communication skills; must establish good rapport with internal and external customers
• Excellent organizational and problem-solving skills

Qualifications desired:

• Knowledge and experience with working of MQ, WebSphere
• Relevant experience in Banking or Financial institutions
• Obtain and/or maintain industry accreditation

Essential Functions and Responsibilities:

• Create and maintain formal operations and procedural documentation, reports for management, and departmental schedules and checklists
• Provide coverage for either day or night shift and be available to work weekends as needed
• Supervise 5-10 direct reports
• Train staff with a focus on skill development and contingency readiness

Success factors/job competencies:

• All service level agreements are achieved
• All issues expeditiously resolved and thoroughly documented
• All documentation completed and maintained accordingly
• 100% compliance with internal regulatory requirements
• Clear and timely communication with internal and external customers and co-workers

Physical demands and work environment:

• Work is generally sedentary in nature. The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.
• The employee in this position will report to the office 2-3 days per week. The schedule for this position is expected to be Tuesday-Saturday 10:00am-6:00pm. The employee may be asked to work alternate shifts for training purposes.
• Occasional travel may be required.

The anticipated salary range for this position is $115,000-$120,000. Base salary will be determined by the role, experience, skill set and location. For eligible positions, discretionary incentive compensation may be awarded contingent on personal and company performance. Our benefits program includes medical, dental, vision, life insurance, 401k plan with company contribution and company match, tuition reimbursement and more.