IT Operations Manager

IT Operations ManagerThe 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 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 arisesWork 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 initiativesManage both IT and business process enhancement projectsSupport BCI Securities and associated projectsPurchase hardware and softwareLiaison with third party service providersBusiness continuity testingCoordinate mission critical services with external service providersProvide assistance to headquarters with the setup, configuration and maintenance of network infrastructureOversee the setup and maintenance of all personnel hardware, workstations, and associated peripheral devicesHandle the configuration and management of workstation operating systemsManage and administer the HelpDesk Platform to drive operational excellenceMust provide timely and appropriate responses to requests for information and/or customer complaints or concerns including providing appropriate follow up to ensure issues are resolvedSupport and daily management of the comprehensive patch management program.Support the vulnerability management program to ensure system securityAdminister and maintain critical enterprise applications and user directory servicesAnalyze server and workstation event logs to identify and address potential issuesMust 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 deadlinesMust maintain courteous, professional and effective internal and external working relationshipsMust receive and provide clear, constructive feedback in a cooperative and professional mannerAbility to understand, speak, read and write English and Spanish fluentlyMust assume evolving duties and responsibilities of positionWork all hours required to fulfill job duties and responsibilities (including weekends, evenings and holidays as needed)Travel as requiredProvide coverage for other positions within the team as requestedAbility to carry and lift boxes and objects that may weigh between 15 and 45 poundsPerform additional duties and responsibilities as assigned by managementCompliance ResponsibilitiesIn 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 PowerPointAbility to use and manage SQL db environmentAbility 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) FreshserviceEducation:Bachelor's degree or higher in Computer Science, related field or equivalent work experienceCertifications/Licenses:ITIL 4 Foundation requiredITIL 4 Intermediate recommendedExperience:Minimum five years of related experience and/or training; or equivalent combination of education and experience.Banking experience required.