Overview

Mission critical position to enable end-to-end monitoring to include (AIOPs) in support of high availability, reduced MTTD/MTTR for NFCU's systems and services to support ETS Ops operational goals. This position will implement, advocate, and sustain monitoring processes for the organization and is aligned with the overall strategic direction of the organization to ensure that monitoring of our core systems is achieved in support of the ETS Monitoring Directive ,006.

The Support Lead will serve as the technical subject matter expert for an assigned area providing complex operational support to the organization. Ensure department objectives are met in operational stability, efficiency, asset management, change control, performance management, metric development, security, and integrity of systems. Provide operational support input related to application analysis, code review, design, and programming functions. Lead a support team that may or may not be matrixed.

• Implement AIOps platforms and tools to automate routine tasks, incident management, event correlation, and root cause analysis.
• Design and develop machine learning models, algorithms, and predictive analytics solutions to analyze large volumes of operational data and detect patterns, anomalies, and trends.
• Collaborate with IT teams to establish best practices for AIOps implementation, configuration management, and governance.
• Optimizing monitoring solutions to streamline and automate our IT infrastructure management processes.
• Leveraging machine learning, monitoring data analytics and tools, and automation techniques to ensure positive outcomes.
• Enhancing our ability to proactively detect, diagnose, and resolve IT incidents, improve system performance, and ensure high availability of critical business services by aligning strategically with relevant teams in the organization.
• Provide comprehensive day-to-day operational support.
• Oversee and coordinate recovery operations in the event of operational failure.
• Recommend, develop, and maintain complete and accurate documentation for supported environments.
• Lead and coordinate availability and performance monitoring activities and execution of scheduled maintenance activities.
• Provide technical support and troubleshooting.
• Perform analysis of applications and enhancements for process improvement or re-engineering.
• Coordinate, document and evaluate unit testing for software defects.
• Ensure compliance with NFCU's ISD standards, practices and processes.
• Initiate and prioritize multiple activities for assigned support area for completion of functions.
• Perform root cause analysis to identify and resolve recurring technical problems.
• Coordinate integration of solutions with existing applications; identify and resolve existing and potential conflicts to ensure compatibility.
• Serve on teams and task groups for projects/initiatives within the business unit and/or across the organization.
• Perform engineering technology research, procurement, deployment, and configuration for new and modified systems.
• Build and maintain effective relationships with team members, management, key stakeholders and/or external contacts (vendors, etc.).
• Ensure clear, concise and effective communication of material.
• Lead, guide and mentor less experienced staff.

• Advanced knowledge of development and/or operations framework methodologies, including Information Technology Infrastructure Library (ITIL), Systems Development Life Cycle (SDLC), etc.
• Significant experience in Information Technology operations performance, reliability, and availability metrics.
• Working knowledge of banking/financial industry standards and practices.
• Significant experience in working with all levels of staff, management, stakeholders, vendors diplomatically and tactfully.
• Significant experience in leading, guiding and mentoring others.
• Advanced research, analytical, and problem-solving skills.
• Advanced skill troubleshooting and resolving technical problems.
• Advanced skill presenting findings, conclusions, alternatives and information clearly and concisely.
• Advanced skill in producing desired results and achieving goals and objectives.
• Bachelor's degree in Information Technology, or related field, or the equivalent combination of education, training, and experience.

• Advanced knowledge of NFCU's products, services, programs, policies and procedures.
• Information Technology Infrastructure Library (ITIL) Certification.
• Master's degree in Information Technology.