Technical Project and Production Support Manager

Confidential Company  •  Dorchester, MA

5 - 7 years experience  •  Financial Services

Salary depends on experience
Posted on 08/03/17
Confidential Company
Dorchester, MA
5 - 7 years experience
Financial Services
Salary depends on experience
Posted on 08/03/17

This role will be responsible for direct management of several strategic efforts to support the Operations business unit.Oversight and ownership of Production Support and Incident management for IT issues impacting banking Operations. Responsible for creating and maintaining delivery metrics and SLAs

The role is responsible for areas including project delivery, daily systems stability and technical strategic planning. This position will consult with both internal and external stakeholders to build a roadmap for the LOB technology portfolio that aligns with the enterprise direction. This position will work well in a highly matrixed environment to ensure the stability, delivery and direction of the technology portfolio exceeds the LOB objectives while representing the enterprise objectives of the Technology organization.  

The position will also be responsible for fostering a culture of delivery excellence and high performance, providing quality solutions to business, building and maintaining business relationships and managing staff.

Develop Technology Solutions and Services:

·Ensure 100% compliance to system development life cycle (SDLC) and project management methodology (PMLC) by ensuring that recognized project management processes, discipline and controls are consistently applied to projects across the portfolio
·Measure and monitor progress at clearly defined points in the process for all ongoing projects within the portfolio to ensure projects are delivered on time, within budget, and that projects meet or exceed expectations
·Responsible for developing the strategic direction of the portfolio and establishes priorities and strategies consistent with the business goals and economic viability
·Communicate business vision/goal and portfolio priorities to Application Owners and Project Managers
·Balance and prioritize requests with available resources
·Work with business to prepare comprehensive IT solutions that meet/ exceed business objectives for new and existing systems / applications
·Analyze multiple projects and systems to optimize budgets and resources
·Develop application assessment outputs
·Support development of total cost of ownership estimates for applications across the portfolio
·Develop impact assessments as it relates to LOB landscape changes / revisions / additions
·Analyze across portfolios, create cost estimates, analyze interdependencies, review proposed applications and services against LOB strategic objectives

Deploy, Maintain and Support Technology Solutions:

·Coordinate Portfolio Demand estimation and schedule process
·Manage integrated Portfolio Delivery Schedule
·Perform risk assessment on Portfolio delivery schedule
·Gather detailed information related to application functionality, technology and operation from team interviews, meetings/workshops and documentation
·Collect and analyze data information from Application Owners and direct reports, develop conclusions and provide recommendations for improvement
·Monitor compliance with Risk/Issue Management Process
·Assess Change Requests across portfolio and identify key requests for reporting
·Assess work plan and schedule impacts across portfolio and identify key schedule issues for reporting
·Review escalated schedule impacts, and works with stakeholders to resolve, and escalate further as necessary
·Review escalated risks and issues, work with stakeholders to develop contingency plans, resolve risks, and escalate further as necessary
·Ensure that quality service is delivered on a timely basis
·Ensure operational, reputational, and proprietary risks are minimized and focus on process improvement
·Measure the service delivery defined in formal service agreements
·Continuously enhance knowledge/expertise in own area and keep current with industry and/or business trends
·Provide support for developing the internal metrics reports and establishing SLAs
·Manage / facilitate the Intake process and receive Intake requests
·Identify discrepancies between financial forecasts and actuals for the portfolio. If necessary, escalate the discrepancy and adjust strategic priorities of the portfolio

Manage Relationships:

·Manage business partner relationships to build knowledge of their business, applications and corresponding IT applications
·Coordinate application lifecycle management (e.g. removal of applications from the portfolio due to retirement, or transition them to another service provider)
·Obtain approval and communicate decisions and actions to resolve escalated items
·Maintain strong customer relationships with the business
·Report on progress, status, and overall health of the portfolio and the individual applications within the portfolio

Develop & Manage the Team/Teamwork:

·Lead development of estimates and estimating assumptions for the portfolio’s effort using established estimating models, best practices, and benchmarks
·Identify resource requirements defined by skills and experience
·Define team member roles and expectations, and ensure timely feedback
·Recommend and source appropriate resources across the portfolio
·Ensure changes and outcomes are communicated to all affected team members
·Ensure that the entire portfolio team is focused on reusability, scalability, innovation and enterprise-wide solutions
·Prioritize and manage own workload and the workload of team members
·Work effectively in a team, supporting other members of the team in achieving project/business objectives and providing client services
·Ensure resources are used effectively
·Support a positive work environment that promotes customer service, quality, innovation and teamwork and ensure timely communication of issues/ points of interest


  • ·5+ years of IT Project Management, Development Team Management and/or Application Portfolio Management
  • ·5 + years in a manager role
  • ·5+ years working in the Financial Services industry

·Advanced knowledge of Banking and technology standards (e.g., infrastructure, architecture, processes, applications) and managing people/projects

·Basic knowledge of external competition, industry and/or market trends in relation to own business

  • ·Proven track record managing large, complex software development/integration projects in both host and distributed environments
  • ·Demonstrated understanding of IT Service Management concepts and procedures
  • ·Demonstrated knowledge of the latest technology innovations and their applicability to business operations
  • ·Experience coordinating projects, programs or supporting a department. Portfolio Level Management experience preferred

·Experience with system development life cycle (SDLC) and project management methodology (PMLC) by participating in scope assessment, risk and cost analysis

·Demonstrated relationship management and leadership skills with a superior ability to make things happen through the use of influence and negotiation with all levels of management

·Proactive team player with effective time management skills; ability to work independently, manage multiple deadlines/projects and keep key players informed

·Quality management skills

·Metrics knowledge

·Strong program, project management, and leadership skills

·Budgeting and forecasting

·IT Effectiveness: application sourcing, technology strategy and planning

  • ·Excellent communications skills, both verbal and written including outstanding presentation skills
  • ·Strong reporting, decision making, analytical and problem solving skills

·Highly flexible and able to quickly adapt to changing priorities

·Highly organized, self-motivated, customer oriented and able to work independently as well as within a team


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