ITLE: IT Operations Manager, Vice President DIRECT HIRE YEARLY BONUS: 9% annually. HYBRID OFFICE SITUATION: 2 days in office in McKinney, TX and 3 days working remote HEALTH BENEFITS:
leadership training and education assistance.
generous time off, healthcare, and 401(k) matching.
Quality health and insurance benefits complimented by a wellness program
Employee Assistance Program with free, 24/7 support for employees and anyone in their household.
Generous paid-time off program as well as parental and bereavement leave options.
Educational Assistance Program to help off-set the cost of higher education with qualified expenses reimbursement.
Retirement planning resources and access to a 401(k) program with up to 6% company-matching contributions on eligible income.
Potential eligibility for incentive plans with awards based on overall individual performance results and behaviors, the performance and contributions of the line of business and/or group; and the overall success of the Company.
Charitable contributions matching gifts program as well as paid volunteer hours to support individual engagement in community improvement efforts.
Summary/Basic Purpose: The IT Operations Manager is responsible for leading a team of Application Support professionals and IT Operations Analysts who provide critical file transfer, end-of-day processing and application support functions for Independent Financial. The incumbent is responsible for identifying and measuring Key Performance Indicators (KPIs), Key Risk Indicators (KRIs) and for ensuring trouble-free and efficient operations through clearly defined responsibilities, processes, and procedures for all staff members.
Duties/Responsibilities: % of Time Required: Production Support:
Monitors core processing and ancillary file transmission tasks to ensure timely completion, addresses file errors
Identify support issues and implement processes to ensure a high level of service and response
Manage all escalated issues and area-specific incidents, including communications, engagement of proper vendor resources, and documentation of remediation efforts; ensures all after action items are completed in a timely manner
Acts as a technical expert providing technical support and guidance for software and hardware upgrades for assigned applications
Make decisions on complex issues within area of responsibility
Monitor service requests, escalations, and assignments to ensure an even distribution of work. Prioritize work efforts for team members as needed to ensure timely completion of assignments.
35% Management of Operations including but not limited to:
Ensure system performance and critical jobs are monitored; taking appropriate remediation efforts as needed
Upgrades and maintenance of existing systems required for efficient operations to ensure proper vendor support and secure operations
Install and implement new systems and automation tools required to support core banking functionality and operations
Interface with business partners to ensure software is installed to best meet their needs. Provides specialized technical training, documentation, and guidance to ensure successful roll out and adoption of new technology
Proactively identifies opportunities to improve operational efficiencies by analyzing processes and implementing automation tools
Reports KPIs and KRIs and action plans to improve as needed
35% Personnel management including but not limited to:
Approving timecards and time off requests
Managing 24/7 shift schedules
Coaching staff for optimal performance
10% Ensure processes, standards, and procedures are well documented in accordance with bank policies. Performs review of daily/weekly/monthly audit documentation/reports for IT General Controls/FFIEC. Respond to audit requests in a timely manner. 10% Other duties as assigned 10% Education Requirements Bachelor’s Degree in a computer or other technical field, business management OR High School diploma and a minimum of 12 years of experience working with bank technology solutions, including core banking or data processing software. Minimum Experience
7+ years leading a team of IT professionals or technical team members; mentoring for career growth and development
5+ years working with business leaders within a large organization, managing expectations and translating technical information to non-technical audiences
6+ years with GLBA and SOX regulations (or their equivalent) including direct interactions with examiners
4+ years supporting bank processing systems including secure file transfers and file remediation
3+ years managing SQL databases, including script creation and maintenance
2+ years managing file transfers and remediating issues
2+ years managing small projects using proven project management methodologies
Knowledge/ Skills/ Abilities
Critical thinker that can take limited information and quickly and accurately identify a problem and implement a fix
Identification of root cause and temporary workaround until full resolution can be implemented
Hands on experience with SFTP, PGP encryption technologies, basic networking equipment including switches, routers and firewalls, automation tools and Citrix highly desirable
Ability to support online banking systems, telephone banking, and transaction processing for large financial organization with both in house and hosted solutions
Ability to implement and drive success based on key performance and risk indicators
Prior experience with major banking software solutions highly desirable
Skilled at relationship building, mentoring and the development of others including holding people accountable for their performance
Intermediate knowledge of Microsoft suite of products
Ability to work collaboratively with others
Comprehensive understanding of technology support methodologies and best practices
Advanced level of written and verbal communication skills with the ability to communicate to all levels of management
Strong attention to detail
Adheres to deadlines
Demonstrated problem solving skills, flexibility, and adaptability
Ability to elicit cooperation from peers and other departments as needed to successfully complete assignments withing prescribed timelines
Demonstrated ability to work successfully in a fast-paced environment
Demonstrated ability to lead small projects to completion while delivering a high-quality product
Ability to effectively plan and manage the work of others, delegating responsibility and accountability to subordinates
Ability to handle stressful situations with professional composure
Ability to manage departmental budget and plan resources accordingly
Ability to work effectively within a complex organization
Demonstrated ability to translate technical information to non-technical audiences
