Job Description

The IT Operations Manager-ST oversees the Core Operations Team and processes supporting our credit union client base. They maintain constant communication with managers, staff, and vendors to ensure proper operations and ensure that operational activities remain on time. They also increase the efficiency of existing processes and procedures to enhance the team’s internal capacity and develop, implement, and maintain quality assurance protocols. The IT Operations Manager-ST actively supervises, manages and coaches their team to deliver these services at the highest level of service and tracks staffing requirements, hiring new team members as needed.

What you will do here:

Manage the day-to-day operations and directs staff to resolve issues that affect the availability of production systems that handle payment processing systems, ATM system processing, and balancing, Fedline systems, wire transfers, debit and credit card systems, and internet-related processing.

Lead, motivate, and support a team within a time-sensitive and demanding environment, including career development plans for direct reports and problem resolution

Manage data collection for the updating of metrics to achieve productivity targets, eliminate errors, and deliver excellent customer service. Responsible for Operation Dashboards, operational results / reporting system / network uptime, performance standards and KPI metrics.

Accountable for meeting SLAs by removing obstacles, delivering on services and providing broad, technical and service excellence leadership. Perform prompt tracking, identification, reporting, impact analysis and corrective actions associated with core applications, applications and business services and service outages. Interface and assist engineers, management, customers, carrier partners and technical teams in resolving incidents and ensuring escalations are handled promptly and efficiently.

Assist in developing and maintaining IT Governance processes, knowledge management repository and recommend automation tasks to eliminate manual processes.

Incident Management(create, resolve, escalate and manage through to resolution), initiate fault remediation bridges and create and distribute status updates as needed to resolve both basic and complex issues.

Ensures the successful completion of automated tasks and jobs, timely execution of manual tasks, and subsequent automation of manual tasks to facilitate daily operations.

Participates in disaster recovery and business continuity tests by managing the teams following the documented recovery procedures and troubleshooting issues that may be encountered.

Develop and maintain training requirements with personnel, and assess staff performance in event management activities.

What you will need:

Bachelor’s degree in operations management, business administration, or related field OR Equivalent combination of education and experience required.

2 years of proven success in an operations management role required.

1 years’ experience working in a credit union or banking environment preferred.

Demonstrated skills in budget development and oversight preferred.

Demonstrated ability to delegate responsibilities while maintaining organizational control of operations and customer service required.

Expertise in Database development preferred.

Excellent written and verbal communication skills required.

Proficiency in conflict management and business negotiation processes required.

Keystone knowledge preferred.

 

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

 

For additional information about our organization, careers, and benefits visit: http://www.desertfinancial.com/careers.

Application Instructions

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