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ATM Operations Production Services Lead

Charlotte

Job Description:

Position Summary

This role is a Lead position in (ATM Production Support - Level 1 Operations). Responsible for running the day to day operations of the ATM technology platform.

  • Individual is responsible for providing technical and operational support to ATM channels, which includes Technical Support to ATM Technicians, ATM Level Software Configuration, Business Reporting, Vendor Governance, Incident Management and activities related to Bank issues.

  • He/she/they is required to support dynamic workflow, with ATM technicians’ calls and fault tickets to support along with all other activities within stringent timelines.

  • Work activities specific to Production Services roles include Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management, etc.

  • The Production Services Lead identifies possible production failure scenarios, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams. - Identifies vulnerabilities and opportunities for improvement, as well as helps maintain metrics to develop analysis that will drive improvement in all areas of Production Services.

  • Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures.

  • Takes ownership of escalations and performs trouble shooting, analysis, research and resolution using advanced query and programming skills.

  • Performs analytical, technical, and administrative work in planning, installing, designing and supporting new and existing equipment and software under minimal supervision.

  • Consults with end users to determine optimal configuration of equipment and applications.

  • Works on problems where analysis of situation or data requires a review of identifiable factors.

  • Exercises judgment within defined procedures and practices to determine appropriate action.

  • Follows standard practices and procedures in analyzing situations and data.

Primary Skill : Splunk

Secondary Skill:  Jira

Tertiary Skill: Network / Relationship Building

Required Skills

  • Excellent customer service skills, verbal/written communication, and organizational skills are a must.

  • Candidate must be able to operate multiple applications simultaneously in addition to Microsoft Office Suite.

  • Candidate must have experience directly troubleshooting issues to maintain stability of a network (ATM is ideal).

  • Candidate must be comfortable navigating complex internal and external organizational structures to influence stakeholders to transform work to achieve required business outcomes.

Desired Skills

  • ATM knowledge/experience, networking / communications, ITSM/Remedy; ESQ, and SPLUNK.

  • Proficiency with telephony, as majority of day will be utilizing telecom to interface with stakeholders.

  • Development background and experience using Agile/SAFe tools like Jira/Confluence to break complex scope objectives, & requirements into incremental design, build and deploy solutions.

  • Familiar with ATM specific regulations like but not limited to Payment Card Industry/Personal Identification Number (PCI/PIN) security standards, Electronic Funds Transfer Act (EFTA), and American Disability Act (ADA). 

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Position Summary

This role is a Lead position in (ATM Production Support - Level 1 Operations). Responsible for running the day to day operations of the ATM technology platform.

  • Individual is responsible for providing technical and operational support to ATM channels, which includes Technical Support to ATM Technicians, ATM Level Software Configuration, Business Reporting, Vendor Governance, Incident Management and activities related to Bank issues.

  • He/she/they is required to support dynamic workflow, with ATM technicians’ calls and fault tickets to support along with all other activities within stringent timelines.

  • Work activities specific to Production Services roles include Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management, etc.

  • The Production Services Lead identifies possible production failure scenarios, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams. - Identifies vulnerabilities and opportunities for improvement, as well as helps maintain metrics to develop analysis that will drive improvement in all areas of Production Services.

  • Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures.

  • Takes ownership of escalations and performs trouble shooting, analysis, research and resolution using advanced query and programming skills.

  • Performs analytical, technical, and administrative work in planning, installing, designing and supporting new and existing equipment and software under minimal supervision.

  • Consults with end users to determine optimal configuration of equipment and applications.

  • Works on problems where analysis of situation or data requires a review of identifiable factors.

  • Exercises judgment within defined procedures and practices to determine appropriate action.

  • Follows standard practices and procedures in analyzing situations and data.

Primary Skill : Splunk

Secondary Skill:  Jira

Tertiary Skill: Network / Relationship Building

Required Skills

  • Excellent customer service skills, verbal/written communication, and organizational skills are a must.

  • Candidate must be able to operate multiple applications simultaneously in addition to Microsoft Office Suite.

  • Candidate must have experience directly troubleshooting issues to maintain stability of a network (ATM is ideal).

  • Candidate must be comfortable navigating complex internal and external organizational structures to influence stakeholders to transform work to achieve required business outcomes.

Desired Skills

  • ATM knowledge/experience, networking / communications, ITSM/Remedy; ESQ, and SPLUNK.

  • Proficiency with telephony, as majority of day will be utilizing telecom to interface with stakeholders.

  • Development background and experience using Agile/SAFe tools like Jira/Confluence to break complex scope objectives, & requirements into incremental design, build and deploy solutions.

  • Familiar with ATM specific regulations like but not limited to Payment Card Industry/Personal Identification Number (PCI/PIN) security standards, Electronic Funds Transfer Act (EFTA), and American Disability Act (ADA). 

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-22050979

Band: H5

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Geeta Upadhye [C]

Referral Bonus:

0

Street Address

Primary Location:
800 W TRADE ST, NC, Charlotte, 28255