IT Operations Manager

JOB SUMMARY

The IT Operations Manager is responsible for overseeing the daily operations of the IT Operations and Support team, ensuring end-users receive reliable, secure, and exceptional technical assistance and that daily banking systems, services, and core applications work reliably and securely . The IT Operations Supervisor leads a team of Operations Specialists, ensures that help desk requests are prioritized to efficiently address any customer and/or operational issues, oversees hardware provisioning and system troubleshooting. This leadership role focuses on managing a team of System Administrators and IT Operations Specialists, ensuring that help desk requests are efficiently prioritized, and acting as the primary point of escalation for customer and operational issues. Additionally, the Manager oversees system stability, patch management, and workstation infrastructure, coordinating with Tier 3 network teams to guarantee the confidentiality, availability, and integrity of all enterprise systems, and ensures service level agreements (SLAs) are met across all banking systems.

DUTIES OF THE POSITION

The duties of the position include, but are not limited to, the following:

• Provides guidance and direction to the team, including setting performance standards and supervises performance.
• Identifies the developmental needs of subordinates by coaching, mentoring, and giving constructive feedback to improve their knowledge skills.
• Ensures adherence to legal and company policies and procedures and undertake disciplinary actions if the need arises
• Work closely with the Head of IT in executing short, medium, and long term goals and initiatives.
• Work with decision makers in other departments to identify, recommend, develop, implement, and support technology solutions to enhance operational efficiencies.
• Lead process for enhancement initiatives
• Manage both IT and business process enhancement projects
• Support BCI Securities and associated projects
• Purchase hardware and software
• Liaison with third party service providers
• Business continuity testing
• Coordinate mission critical services with external service providers
• Provide assistance to headquarters with the setup, configuration and maintenance of network infrastructure
• Oversee the setup and maintenance of all personnel hardware, workstations, and associated peripheral devices
• Handle the configuration and management of workstation operating systems
• Manage and administer the HelpDesk Platform to drive operational excellence
• Must provide timely and appropriate responses to requests for information and/or customer complaints or concerns including providing appropriate follow up to ensure issues are resolved
• Support and daily management of the comprehensive patch management program.
• Support the vulnerability management program to ensure system security
• Administer and maintain critical enterprise applications and user directory services
• Analyze server and workstation event logs to identify and address potential issues
• Must have regular and predictable attendance and work the hours and/or shifts assigned, particularly during regular business hours, to communicate with colleagues, supervisors, and employees with whom interaction is required to accomplish and complete work assignments and meet company goals within established deadlines
• Must maintain courteous, professional and effective internal and external working relationships
• Must receive and provide clear, constructive feedback in a cooperative and professional manner
• Ability to understand, speak, read and write English and Spanish fluently
• Must assume evolving duties and responsibilities of position
• Work all hours required to fulfill job duties and responsibilities (including weekends, evenings and holidays as needed)
• Travel as required
• Provide coverage for other positions within the team as requested
• Ability to carry and lift boxes and objects that may weigh between 15 and 45 pounds
• Perform additional duties and responsibilities as assigned by management

COMPLIANCE RESPONSIBILITIES

In the performance of their duties, all Bci - Miami Branch staff members are required to comply with all state and federal regulatory and legal requirements, including the Bank Secrecy Act, the Federal Election Campaign Act of 1979, the Foreign Corrupt Practices Act, and the Bank Bribery Amendments Act. Additionally, all staff members must comply with the Bci's Personnel Manual and Code of Ethics and other policies of Bci which are either currently in place or which may become effective during the staff member's employment.

PRE-HIRE REQUIREMENTS FOR THIS POSITION:

COMPUTER:

Operate IBM compatible servers, personal computers and terminals Ability to use VMware (or similar virtualization software) at: expert level Fluency with Microsoft Word, Microsoft Excel (or other spreadsheet programs), Microsoft PowerPoint

Ability to use and manage SQL db environment

Ability to use other software as follows:

(1) Datapro IBS and IBM i; (2) Sophos (3) Sydel Applications - ProftXpert, ReconXpert; (4) CheckAlt - iDoc, iStat, iCheck, iCold; (5) ECS; (6) Alliance Web Access; (7) FEDLINE Advantage; (8), Entre (9) Cloud Platforms - Azure/AWS (10) Firewall infrastructure - Palo Alto and F5 (11) Freshservice

EDUCATION:

Bachelor's degree or higher in Computer Science, related field or equivalent work experience

CERTIFICATIONS/LICENSES:

ITIL 4 Foundation required

ITIL 4 Intermediate recommended

EXPERIENCE:

Minimum five years of related experience and/or training; or equivalent combination of education and experience.

Banking experience required.