ETS Support Lead I

Job#: 3018366

Job Description:

Essential Business Unit - Hybrid Team

Work Hours: Day Shift, Mon - Fri; 7:30 AM - 4:00 PM

May required - After hours, Weekends and Holiday support

Hybrid: 3-day onsite requirement

Basic Purpose:

Serve as the Operational Subject Matter Expert (SME) for ATM Operations, delivering moderately complex support, influence the strategic and operational direction of the ATM fleet lifecycle. Ensure departmental objectives are consistently met in areas such as operational stability, efficiency, change control, performance management, security and fraud mitigation, and system integrity. Provide strategic input into ATM analysis, design, and process improvement initiatives to drive operational excellence and continuous improvement.

Responsibilities:

Act as the primary operational expert for ATM Services, supporting day-to-day operations, projects, and long-term strategic goals.

Serve as a key collaborator across departments, ensuring alignment with enterprise goals and operational excellence

Lead the proactive monitoring and management of incidents, alerts, and system faults across ATM operations.

Ensure timely detection, escalation, and resolution of issues to maintain ATM service availability and performance.

Oversee and coordinate recovery operations in the event of operational failure

Support and implement process improvements or re-engineering - Moderately Complex/Varied

Coordinate, document and evaluate unit acceptance testing - Assist in Leading

Support incident resolution and root cause analysis to identify and resolve technical problems, outages and service issues impacting ATM availability - Moderate Analysis

Coordinate integration of solutions with existing applications; assist with identifying and resolving potential conflicts to ensure compatibility - Moderate Scope

Serve on teams and task groups for projects/initiatives within the business unit and/or across the organization

Perform research and assist with deployment for new and modified systems - Moderately Complex

Ensure departmental objectives are met in the areas of: Operational stability and efficiency, Change control and performance management, Security and fraud mitigation, System integrity and compliance

Provide expert input into ATM analysis, design, and process improvement efforts

Collaborate with cross-functional teams to identify and implement operational enhancements

Contribute documentation and knowledge sharing to support operational continuity

Build relationships with leadership, internal business units, key stakeholders, and vendors

Assist with creating clear, concise, and effective tools for managing ATM availability

Perform other duties as assigned. d.

Qualifications:

Prior Management/Leadership experience - exercising initiative, using good judgment to make sound decisions

Advanced operational expertise and leadership in driving performance, stability, and innovation across ATM services

Extensive working knowledge and/or experience of ATM Service and Lifecycle management or related operational leadership roles.

Ability to analyze complex operational issues and recommend effective solutions

Proven ability to lead complex operational initiatives and cross-functional projects

Excellent verbal, written communication and collaboration skills, stakeholder engagement, and leadership presence

Experience in project leadership and execution, technology processes, cross functional teams

Effective skill presenting findings, conclusions, alternative solutions, and information clearly and concisely

Effective organizational, planning and time management skills

Experience in working with all levels of staff, management, stakeholders, external vendors, and contractors

Extensive experience leading the monitoring and management of incidents, alerts, and system faults across ATM operations.

Demonstrate ability to oversee complex monitoring environments, ensuring rapid detection, escalation, and resolution of operational issues.

Skilled in implementing proactive monitoring strategies and leveraging data to drive performance improvements, reduce downtime, and enhance service reliability across the ATM fleet.

Desired Qualifications and Education Requirements:

Bachelor's degree in business management or information Technology

Minimum 2-yrs experience managing operational or technical teams

Working knowledge of banking/financial industry standards and practices

Extensive knowledge or experience leading ATM Operations or Essential 24/7/365 Team

Knowledge of Navy Federal's products, services, programs policies and procedures

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .Support 24/7/365

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click for more details.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.