Responsibilities

• Manage and oversee production incidents within the Financial Center channel.
• Support technology and application-centric incidents, providing technical expertise and operational leadership.
• Drive communication and updates to business partners across multiple teams and organizations.
• Lead incident resolution activities in a matrixed environment, ensuring timely restoration and root cause identification.
• Provide non-technical summaries and status updates to leadership during critical incidents.
• Maintain strong documentation and reporting, including incident notes and operational artifacts.

Requirements

• Experience supporting Splunk, Dynatrace, or other monitoring tools.
• Prior experience in production support with incident management.
• Understanding of Financial Center / ATM environments.
• Previous support experience with iPad / iOS.
• Basic understanding of network configuration (wireless and wired).
• Strong reporting and documentation skills; experience with Microsoft Visio.
• Familiarity with Remedy ITSM or similar ITSM tools.
• Strong communication and leadership skills with ability to collaborate in a matrixed environment.
• Drive to learn and grow within the Production Support organization.

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