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Regular or Temporary:

Temporary

Language Fluency:  English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

Leads a team or teams responsible for 24x7 production support for a major line of business or multiple lines of business. Leverages ITSM best practices and tools to ensure the seamless operation of technology systems and applications, with a focus on maintaining high availability, reliability, and performance. Provides strategic direction for the team and establishes effective standards and processes through continuous improvement. Has full management responsibilities for teammates: hiring, disciplinary, coaching, terminating, performance reviews. Manages successful performance outcomes across managed service partners and external vendors. Collaborates closely with cross-functional teams, including technical and business partners and risk management stakeholders to reduce risks across the application portfolio. Provides input into organizational efforts to drive stability, resiliency, and continuous improvement across both client and teammate experiences.

SCOPE: The differentiating factor between levels of Production Support Director is scope, such as size of budget and headcount, size and complexity of the application portfolio and complexity of the business line and related technologies.

 Job Description

ESSENTIAL DUTIES AND RESPONSIBILITIES
Following is a summary of the essential functions for this job.  Other duties may be performed, both major and minor, which are not mentioned below.  Specific activities may change from time to time.  

1. Provide leadership and guidance to the production support team, fostering a culture of collaboration, innovation, and continuous improvement.

2. Take charge of triaging and resolving high-priority incidents, ensuring effective and timely resolutions to minimize business and client impact.

3. Collaborate with cross-functional teams to identify and address root causes of high-priority incidents, facilitating the implementation of permanent fixes.

4. Communicate application/system stability, incident management, and problem management status to appropriate stakeholders, including executive leadership, providing input for improvement recommendations.

5. Oversee the development and maintenance of a knowledge base to facilitate efficient incident resolution and problem identification.

6. Play a contributing role in the development of an enterprise strategic IT plan.

7. Stay informed about existing and emerging technologies as well as industry and bank issues relevant to production support operations.

8. Provide input in the establishment and enhancement of incident and problem management processes, leveraging ITIL framework expertise.

9. Manage acceptable performance outcomes for managed service partners and external vendors by tracking key performance indicators.

10. Contribute insights to the establishment of key performance indicators (KPIs) and metrics to measure the effectiveness of stability, incident management, and problem management processes.

11. Participate in budget planning and support salary administration duties as directed to meet budgetary goals.

12. Perform staff development activities, performance appraisals, and setting performance expectations. Provide support for process improvement initiatives.

13. Lead the effort to maintain an appropriate risk profile for the application p