Overview

To serve as the technical subject matter expert for an assigned area providing 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. Assist in leading basic/routine tasks of narrow scope and limited latitude requiring basic research/review.

Responsibilities

• 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
• Perform other duties as assigned

• Bachelor's degree in Information Technology, or related field, or the equivalent combination of education, training, and experience
• Familiarity with development and/or operations framework methodologies, including Information Technology Infrastructure Library (ITIL), Systems Development Life Cycle (SDLC), etc.
• Exposure to Information Technology operations performance, reliability, and availability metrics
• Exposure to working with all levels of staff, management, stakeholders, vendors
• Exposure to leading, guiding and mentoring others
• Basic research, analytical, and problem solving skills
• Basic skill troubleshooting and resolving technical problems
• Basic skill presenting findings, conclusions, alternatives and information clearly and concisely
• Basic skill in producing desired results and achieving goals and objectives
• Basic skill exercising initiative and using good judgment to make sound decisions
• Basic organizational, planning and time management skills
• Basic skill interacting with staff, management, stakeholders and vendors diplomatically and tactfully
• Basic verbal and written communication skills
• Basic database, word processing, spreadsheet, and presentation software skills

• Master's degree in Information Technology
• Familiarity with banking/financial industry standards and practices
• Familiarity with NFCU's products, services, programs, policies and procedures