OverviewThis is a hybrid role with the expectation that time working will regularly take place inside and outside of a company office in Raleigh, NC or Phoenix, AZ.
The Enterprise Production Support team in First Citizens Bank is responsible for ensuring business continuity by providing quality support of critical applications, and ensuring application run reliably, efficiently, and at scale. As Sr. Manager, you will be responsible for managing a team as we improve client & user experience, collaborate with product & engineering building resiliency & observability and drive operational excellence.
Responsibilities- IT & Business Strategy: Partners with senior management to develop and implement IT strategies aligned with the company's business goal's and objectives. Establishes and monitors expectations to achieve company and department goals.
- Managerial Functions : Manages the performance, training, and evaluation of assigned associate. Implements & Enforce policies, procedure, guidelines and defines benefits realization approach to meet expected achievement for specified area of responsibility. Ability to identify opportunities for process optimization and efficiency gains
- Platform & Application Support: Enhance performance, reliability, availability and observability of the various digital banking platform and improve End-User experience. Applies broad knowledge of process/service capabilities to identify new risk areas, new process updates to evaluate & improve the efficiency of business processes with User/Client & transaction journey to maximize speed and quality
- Technical Expertise : Responsible for supporting most complex and business critical applications requiring integration across functions with broad impact on business processes, delivering quality support to end users in the organization. Proficiency in troubleshooting and resolving complex technical issues. Experience in managing Major Incidents impacting the mission critical applications. Good understanding on ITSM Process, APM Tools like Dynatrace and building observability.
- Vendor Management - Owns performance SLAs, contract negotiations, renewals, and vendor risk management - ensuring vendors meet availability, stability, and recovery expectations.
QualificationsBachelor's Degree and 6 years of experience in Applications development, applications analysis or systems engineering OR High School Diploma or GED and 10 years of experience in Applications development, applications analysis or systems engineering
Preferred qualifications:
- Financial Services/Banking experience, Large Financial Institution (LFI) (or similarly complex environment) preferred
- Previous experience supporting an digital online banking & payment platform and involve in optimizing observability solutions and practices.
- Building, managing, and mentoring a team of production support specialists across different time zones, fostering a collaborative and high-performance culture
- Ability to create meaningful metrics for function and measuring success
- Demonstrate success in vendor partner and third-party management.
- Exceptional leadership, communication, and stakeholder management skills.
- 6+ Years experience in managing team of L1/L2 product and platform support.
- 3+ Years experience leading and managing a team of observability operations engineers
Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at
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