Staffmax is looking for "The Production Support Manager" who can lead multiple teams responsible for supporting tier-1 mission critical banking applications & providing 24x7 escalation support to internal and external stakeholders on various aspects of the commercial payment processing EFT, ACH, WIRES.
Must-have experience, knowledge, skills & abilities:
- Leads teams >20, responsible for Production Support services for payments application.
- Ensuring monitoring, investigation and resolution of items are within established and expected SLA’s.
- Drive incident management and provide timely root cause for all customer impacting incidents.
- Lead and oversee continuous improvement roadmaps across all Production Support teams with a focus on developing standardized and effective support processes.
- Establishes new Production Support service offerings, support processes and defines the SLAs of services as per needs of the business, our customers and our partners.
- Holds other Technology and internal stakeholders accountable to ensuring all trends and/or product defects identified through the Production Support teams are reasonably addressed.
- Participates and represents all Production Support teams in new project and service offering meetings to ensure appropriate production support services are embedded into the final solution. And advocates for a consistent and exceptional support experience post implementation.
Must have experience, knowledge, skills & abilities:
- Bachelor’s degree in information technology, system administration, information systems management or similar disciplines. Master’s degree is considered an asset.
- Minimum 12 years of experience working in developing, administering, or conducting payment support processes and managing senior technical resources.
- Strong understanding of infrastructure technologies including Web logic servers, Oracle, Postgres, cloud and networks.
- 8+ years of technical leadership and people management experience. Demonstrates passion and ability to inspire others.
- ITIL or 6-Sigma certification.
We thank everyone who applies. However, only those selected for an interview will be contacted.
