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    Manager, Operations Technical Support - Raleigh, United States - The Clearing House

    The Clearing House
    The Clearing House Raleigh, United States

    1 month ago

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    The Clearing House background
    Description

    Position summary:
    Candidate will focus on the management responsibilities for the Operations Technical Support Team.

    Primary responsibilities will be managing resources related to daily support, tasks related to TCH projects, and assignments related to Operations improvements.

    Candidate will ensure TCH technical systems are delivering services to our customers as expected by ensuring the Technical Support team is effectively and efficiently monitoring, identifying, tracking and resolving issues, including handling escalations to third level support groups.


    Qualifications required:
    Bachelor's degree in computer science or related field, or 5-10 years practical work experience
    Proven leadership and personnel management in a data center environment
    5+ years of experience running Windows, Linux, Unix, and IBM Pure Technology in a production environment
    Experience in administrating and troubleshooting applications in a large production environment (24X7)
    Knowledge of AWS, Devops and Agile processing
    Deep knowledge of Networking systems and managing major Telco providers
    Working knowledge of standard computer software, including MS Excel, Office, and Word
    Knowledge of Bash, power shell or Python scripting
    Experience working in a Mainframe and Windows Distributed systems environment
    Formal training in network, computer, or server technology
    Ability to work in a fast-paced environment with competing time sensitive priorities
    Strong attention to detail to ensure firm policies and procedures are adhered
    Excellent verbal and written communication skills; must establish good rapport with internal and external customers
    Excellent organizational and problem-solving skills
    Knowledge and experience with working of MQ, WebSphere
    Relevant experience in Banking or Financial institutions
    Obtain and/or maintain industry accreditation

    Essential Functions and Responsibilities:
    Create and maintain formal operations and procedural documentation, reports for management, and departmental schedules and checklists
    Provide coverage for either day or night shift and be available to work weekends as needed
    Train staff with a focus on skill development and contingency readiness

    Success factors/job competencies:
    All service level agreements are achieved
    All issues expeditiously resolved and thoroughly documented
    All documentation completed and maintained accordingly
    100% compliance with internal regulatory requirements
    Clear and timely communication with internal and external customers and co-workers

    Physical demands and work environment:
    Work is generally sedentary in nature. The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.
    The employee in this position will report to the office 2-3 days per week. The schedule for this position is expected to be Tuesday-Saturday 10:00am-6:00pm. The employee may be asked to work alternate shifts for training purposes.

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