Overview

This is a hybrid role, with the expectation that time working will regularly take place inside and outside of FCB'S Cotton Center in Phoenix, AZ.

This position provides operational support within the Bank's Command Center at a high level of technical ability and complexity. Serves as shift lead in monitoring and operating the mainframe, ATMs, network, and open systems to facilitate ongoing functionality and efficiency. Ensures online network, operation, and batch production schedules are continuously met. Responds to complex, escalated events, incidents, and reported issues. Supports the assigned shift by facilitating workflow, performing validation duties, and reducing operational risk. Oversees hardware, software, and staff resources. Provides technical assistance to IT support staff and business personnel both inside and outside of normal operating hours. Oversees less experienced associates in the work group in order to achieve departmental objectives and service level agreements.

• Business Support - Manages shift workflow ensuring adequate staff coverage, branch and corporate support, and completed documentation. Leads and coordinates processing activities. Ensures monitoring tools and alerts are reporting accurately. Monitors events for proper issue resolution and guides adherence to shift policies and procedures.
• Team Leadership - Mentors and trains team members. Utilizes expertise to provide guidance, feedback, and direction on complex matters.
• Issue Resolution - Works closely with end users, vendors, and other involved parties in resolving incidents or complex issues. Determines root cause, reports, and updates all issues. Assists in maintaining policies and procedures relating to issue resolution.
• Task Automation - Supports automation script applications used by the Command Center, making code changes as necessary. Maintains and updates database management systems. Ensures that startup and shutdown parameters or functions are correctly followed.
• Validation - Leads application lifecycle management validations on a number of tools and scripts, and leads team during all scheduled outages. Assists disaster recovery and systems updating operations as needed.