● Oversee performance meetings with ATM vendors to ensure service line agreements (SLAs) meet expectations.● Collaborate with internal groups and vendors to negotiate multimillion dollar contracts that created beneficial outcomes for the bank.● Create business change requests for vendor contracts when contract amendments are necessary.● Serve as an escalation point for internal groups to escalate poor performance with ATM vendors.● Lead business priorities and collaborate with internal and external stakeholders, including executives and business line owners to drive product vision for the ATM monitoring application.● Utilize data analytics tools such as Power BI, Excel and SQL Server Management Studio to drive business decisions and identify issues through data.● Lead a team of engineers on the product vision and gain alignment across the business line and tech operations.● Manage the Jira backlog to create features, epics, stories, spikes and issues that clearly outlined the business line requirements.● Manage multiple projects across roles to ensure expected business outcomes are met. Including a multi-year cross team project for the ATM monitoring application.● Innovate and create solutions and new processes for complex issues.● Oversee multiple priorities and projects successfully.● Create, manage and present Power BI dashboards for bank executives and market leaders that provided valuable insights into the health of the ATM fleet.

● Provide customer service to customers by supplying ATM troubleshooting assistance and opening tickets with vendors.● Troubleshoot complex ATM issues to improve availability.● Monitor multiple authorization links to ensure maximum uptime.● Present and lead a daily status report on ATMs down over 24hrs to internal groups for resolution.● Escalate long running ATM issues to vendor management.

● Accept up to 100 phone calls/day from branches and be the first point of contact to troubleshoot ATM issues.● Create and update 100s of tickets within the ATM monitoring program.● Dispatch vendors to sites to resolve issues that can't be resolved remotely.● Be the first escalation point for all ATM escalations.● Open incidents for high level issues which could include major ATM or authorization link outages.● Email and communicate with appropriate groups for issues outside of the help desk responsibility.