• Manage highly-performing, virtualized ATM Support Operations, consisting of 10-13 ATM Help Desk analysts and manager, ATM project support analyst, and Gasper administrator; collectively responsible for monitoring 1300-2000 ATMs via the Gasper ATM monitoring application, staffed from 7am-10pm, 365 days/year.• Manage a team of 4 remote analysts responsible for supporting diverse, enterprise-wide reporting systems.• Responsible for all aspects of employee management including hiring, training, coaching, employee engagement, and conducting annual performance appraisals.• Leverage strong vendor management in order to exceed service level agreements.• Distribute daily and monthly reports providing key performance information.• Upgrade applications in order to maintain vendor and infrastructure support (e.g. compliance with Windows 7, upgrade to Windows Server 2012, etc.).• Analyze existing methods and trends in processing, while recommending and implementing improvements.• Communicate and escalate critical issues to the appropriate levels of management when necessary.

• Manage a highly performing ATM Support Operations team• Successfully virtualized ATM Support Operations, while improving staff productivity and ATM performance.• Manage a team of 2 analysts responsible for supporting enterprise automation tools (OPS/MVS and Automation Point) and identifying additional areas for automation.• Responsible for all aspects of employee management and engagement.• Actively participate in the preparation, training, and execution of the annual Disaster Recovery exercise.

• Manage a team of 7-9 analysts responsible for Production implementations, minimizing impact to the environment, clients, and customers.• Manage a team of 2-3 Performance Testing analysts and activities.• Responsible for all aspects of employee management.• Provide support to the Data Center operations by supplying process documentation.• Establish and enforce bank-wide standards and procedures in order to comply with audit requirements.• Actively participate in the preparation, training, and execution of the annual Disaster Recovery exercise and in the planning of year-end special processing.

• Manage a team of 7-9 analysts responsible for Production implementations, minimizing impact to the environment, clients, and customers.• Responsible for all aspects of employee management.• Provide support to the Data Center operations by supplying process documentation.• Establish and enforce bank-wide standards and procedures in order to comply with audit requirements.• Actively participate in the preparation, training, and execution of the annual Disaster Recovery exercise and in the planning of year-end special processing.

• Independently manage a team of 6-7 analysts/operators responsible for nightly weekday and weekend Data Center and Network Control Center operations.• Engage and assist staff, support, and clients with resolving Production issues in a timely manner.• Review and update procedural documentation, and communicate changes to the operation.• Maintain service level objectives for various client departments and business units, and distribute daily and monthly reports summarizing this information.• Communicate and escalate critical issues to the appropriate levels of management when necessary.

• Responsible for nightly Data Center batch processing and troubleshooting, to ensure file/system availability SLAs are met.• Perform Data Center weekend maintenance activities, including IPLs and system upgrade activities.• Provide training and development to team members, and perform as shift manager when needed.

• Develop specialized programs to gather related data from multiple sources based on clients’ specifications, using Unitech ABS programming.• Create, test, and migrate job JCL needed to execute programs into a Production environment.• Define the attributes of requested reports in the RDS database.• Create REXX tables, when requested, in order for clients to easily control and monitor user access to sensitive data.

• Assist development with enhancements and new processes/products by ensuring they are ready to be successfully implemented in the Production environment.• Provide support to the Data Center operations by supplying adequate documentation of processes.• Establish and maintain proper scheduling of processes through tools such as the CA7 scheduler.• Modify and maintain the RDS database as required.• Establish and enforce bank-wide standards and procedures in order to comply with Audit requirements.

• Facilitate nightly Data Center batch processing and troubleshooting, to ensure file/system availability SLAs are met.