Business Systems Support Supervisor (ATM Support)

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Job Description:

At Regions, the Business Systems Support Supervisor is responsible for a team of technical support specialists supporting various business systems throughout the bank to test, troubleshoot, and escalate resolutions where there are malfunctions or issues that associates, or clients are experiencing.

Primary Responsibilities

• Oversees technical support services including troubleshooting for high complexity issues, problem resolution, and maintenance
• Handles escalated, complex issues and refers to the application development team when necessary
• Responds to difficult questions regarding operation and malfunctions
• Researches, evaluates, and provides feedback on complex or escalated incidents
• Ensures effective monitoring of system issues and escalation of identified issues to the appropriate technical team
• Ensures application of system policies, principles, and practices in the delivery of support services
• Oversees process improvement activities and development of procedures and policies
• Monitors feedback on problematic trends and patterns in technical support from team and makes necessary changes
• Collaborates with senior management in ensuring team is efficiently staffed
• Offers advice and guidance to team, assisting in coaching and contributing to continuous improvement initiatives
• May serve as a liaison between the business unit and technology

This position is exempt from timekeeping requirements under the Fair Labor Standards Act and is not eligible for overtime pay.

Requirements

• Bachelor’s degree in Computer Science or a related field and eight (8) years of related experience
• Or High School Diploma or GED and twelve (12) years of related business experience

Preferences

• Supervisory, management, or leadership experience

Skills and Competencies

• Ability to effectively supervise a team
• Ability to learn additional systems as needed
• Demonstrates an advanced working knowledge of systems and software development concepts, practices and procedures
• Excellent customer service skills/background
• Excellent verbal and written communication skills
• Strong analytical and problem-solving skills
• Strong interpersonal skills
• Strong ability to review and analyze data and identify and resolve problems

Strongly Preferred:

• Software Deployment & Testing: Proficient in packaging, testing, and certifying applications for deployment via SCCM and manual methods; skilled in smoke testing, negative testing, and comprehensive validation.
• Documentation & Compliance: Experienced in capturing video proof, maintaining audit-ready documentation, and managing SharePoint uploads for compliance.
• Security & Vulnerability Management: Strong understanding of Microsoft security patching, vulnerability scanning, and endpoint security tools (e.g., SentinelOne, EPM, Rapid7).
• Project Support: Ability to conduct system impact analysis and testing for banking projects (e.g., Early Pay, Overdraft Grace, Customer Transparency).
• Payments & Middleware Expertise: Familiar with FIS Payments One and middleware solutions (Theta, R2) for mainframe integration.
• Card Management & Obfuscation: Skilled in card lifecycle management, troubleshooting ATM host connections, and coordinating obfuscation schedules across multiple systems.
• Reporting & Analysis: Capable of monitori