Supervisor, Data and Client Production Support Operations - Problem Management

October 15

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Velera

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Credit Processing • Debit Processing • ATM Network • Fraud & Risk Management • Recovery Solutions

1001 - 5000

Description

• Supervises day-to-day activities across a suite of internal and external systems • Responsible for monitoring and responding to client requests and issues • Ensures tickets are researched, triaged, and documented appropriately • Provides analysis, verification, and recommendations for remediation of client issues • Leads the 365x24x7 IT Data and Client Production Support Operations team • Ensures adherence to key service level targets • Coordinates, monitors and supports analyst activities • Creates foundational documentation such as SOPs, process flows • Analyzes existing processes and drives improvements • Facilitates team meetings for work intake and reporting • Implements tools in support of operational processing

Requirements

• Bachelor's degree in computer science/related field or 4+ years equivalent work experience including at least 1 year of relevant supervisory experience or equivalent training and/or experience • Three (3) years of experience in financial services strongly preferred • Experience establishing SLAs and availability goals to meet business requirements and budget constraints preferred • Experience working with regulatory, privacy, security, and associated laws, rules, and regulations, including all applicable standards preferred • Understanding of collaboration, content, and program tools like Microsoft Teams, Sharepoint, Office 365 • Broad knowledge of all Velera client impacting internal Applications as well as 3rd party applications • Broad knowledge of all areas of technology including but not limited to SQL, Windows Servers, Networking and API functionality • Broad knowledge of all Velera business lines and how they connect in the Velera application ecosystem • Broad knowledge of technology methodologies including AGILE, Lean Six Sigma and ITIL • Broad knowledge of Leadership methodologies • Ability to apply multiple technical solutions to business problems

Benefits

• 401(k) with generous company match • Health, Dental, and Vision Insurance options • Health Savings Account/Flexible Spending Account • Life Insurance • Short- and Long-Term disability benefits • Pregnancy and Parental Leave • Tuition Reimbursement • Paid Time Off (PTO) • Paid Holidays • Community Volunteer Time Off • Employee Assistance Program