Job Description:
Status: Exempt/Full-Time
Location: Cerritos
Reports To: Chief Information Officer (CIO)
Level: Management
Job Summary:
The Information Systems (IS) Manager leads and oversees the Credit Union's technology infrastructure, systems, and support services. This position is responsible for planning, managing, implementing, and continuously enhancing the Credit Union's technology environment, including services provided by internal staff and third-party vendors. This role ensures technology systems and services are secure, reliable, supported, properly documented, and aligned with the Credit Union's strategic objectives, operational needs, and regulatory requirements.
The IS Manager directs the daily operations of assigned Information Systems infrastructure, technology operations, and support functions, including staff leadership, technology service delivery, infrastructure management, vendor oversight, change management, and technical support. This role is accountable for maintaining the availability, performance, and integrity of technology resources while supporting operations and member service objectives. The IS Manager collaborates closely with business and security stakeholders to support system performance, cybersecurity, risk management, and technology initiatives. Regular on-site presence during business and after hours at various locations is required for this role.
Essential Job Functions:
- Direct and manage the daily operations of the Credit Union's 24/7 technology infrastructure and services, including oversight of system availability, performance, capacity, network operations, and related technology infrastructure.
- Directly supervise assigned Information Systems Operations personnel and provide leadership, technical direction, workload prioritization, development, cross-training, backup coverage, and performance management.
- Coordinate with internal staff and third-party service providers to address operational issues and minimize service disruptions.
- Manage and oversee the Credit Union's technology infrastructure, including networks, servers, cloud and hosted services, telecommunications, endpoints, identity systems, and related operational technology.
- Plan and oversee infrastructure implementations, upgrades, migrations, maintenance, and replacement.
- Ensure the availability, reliability, performance, and appropriate security of technology infrastructure and operational systems.
- Manage the Credit Union's end-user technology support and help desk functions and ensure technology issues are addressed in a timely and professional manner.
- Manage third-party technology service providers, including service performance, support, projects, changes, incidents, recovery, and escalations.
- Maintain Credit Union ownership and oversight of technology services and controls when activities are performed by third-party providers.
- Maintain sufficient technical knowledge to evaluate and challenge provider recommendations, proposed changes, technical issues, and solutions.
- Oversee network and infrastructure security systems and services, including firewall services, endpoint security, identity and access controls, patching, system hardening, and other infrastructure security controls.
- Ensure technology changes are appropriately reviewed, approved, tested, documented, implemented, and verified in accordance with established change-management procedures.
- Manage and coordinate infrastructure, network, server, endpoint, telecommunications, and operational technology failures and work with third-party providers and the Business Applications Manager as needed to restore service.
- Provide infrastructure and operational support when business application, integration, interface, or processing issues involve or may involve underlying technology services.
- Ensure infrastructure and operational systems are maintained and operated in accordance with Credit Union information-security policies, standards, and established controls.
- Perform and document recurring operational and security reviews, including required monthly reviews, for systems within the position's assigned area of responsibility.
- Manage remediation of infrastructure and operational technology findings and deficiencies and provide appropriate documentation to Information Security/Risk for independent review and verification.
- Manage infrastructure backup and recovery capabilities and participate in business continuity, disaster recovery, and system recovery testing.
- Maintain appropriate network and infrastructure diagrams, configurations, procedures, change records, support documentation, and recovery documentation.
- Support information-security reviews, vulnerability assessments, penetration testing, audits, regulatory examinations, and other independent reviews.
- Oversee technology supporting the Credit Union's physical security and critical facilities, including door/access-control systems, surveillance cameras, alarms, fire suppression systems, UPS systems, generators, and related technology.
- Coordinate applicable service providers responsible for the maintenance, inspection, testing, repair, and technical support of physical-security and critical-facility technology.
- Provide technical support for ATM operations, including major hardware failures, software updates and vendor requests, network connectivity, availability issues, technical troubleshooting, security upgrades, technical vendor coordination, and documentation in support of the ATM business owner.
- Manage technology assets, infrastructure-related purchasing, budgeting, capacity planning, and replacement planning.
- Work with the IS Security and Risk Analyst to address identified security risks, vulnerabilities, control deficiencies, incidents, and remediation requirements while maintaining operational ownership of assigned systems.
- Provide timely and accurate information regarding operational status, security controls, incidents, risks, findings, remediation, recovery, and vendor performance for systems within the position s area of responsibility.
- Maintain awareness of technology developments, infrastructure trends, security requirements, and regulatory expectations that may affect the Credit Union and make recommendations to management.
- Participate in Technology Steering Committee activities and other technology, security, risk, audit, and business-continuity activities as required.
- All other duties as assigned or requested by Chief Information Officer.
- This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.
To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Knowledge, Skills, and Abilities:
- Minimum of a bachelor's degree in information systems, a related field or equivalent experience.
- Five to ten years of similar or related experience, including time spent in preparatory positions.
- Demonstrated technical knowledge of network infrastructure, servers, cloud and hosted services, endpoint management, identity and access management, telecommunications, and infrastructure security controls. Experience managing internal technology personnel and third-party service providers, including service performance, technical changes, incident resolution, and system recovery.
- Technical planning, project management and supervisory experience.
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of management, members, vendors, and the general public.
- Demonstrated ability to provide meticulous attention to detail, and concern for accuracy and consistency in results.
- Strong listening, verbal, written communication, organizational, and problem-solving skills.
- Consistent onsite presence in the workplace is required to observe employee performance firsthand, address any issues promptly, and provide timely guidance and support.
- Provide on-call and offline support as needed.
- Must be bondable.
- Must comply with all Bank Secrecy Act (BSA) and other Anti-Money Laundering (AML) Laws and Regulations, as they pertain to federal guidelines and internal policies and procedures.
- Must complete compliance training to ensure adherence to legal and regulatory requirements, including security awareness and BSA training.
Essential Physical and Environmental Demands on the Job:
The physical demands described here are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical demands include frequent standing and walking; frequent sitting; occasional lifting up to 50 pounds; occasional pushing, pulling, or carrying up to 50 pounds; occasional reaching at or below shoulder level; occasional balancing, climbing in attic and crawl spaces; occasional handling of insulation materials; frequent finger manipulation to perform various duties such as typing, writing, data entry in computers, wiring, cabling, pinning, and PC repair; routinely perform work on computer for an average of 6-8 hours per day; ability to work extended hours or travel off site whenever required or requested by management; and specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Working Conditions:
Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise. Occasional travel required. Occasional exposure to extreme noise levels. Frequent extended hours include evenings and weekends as needed. Frequent exposure to dust. Occasional exposure to electrical hazards.
Mental and/or Emotional Requirements:
The employee must be able to perform job functions with supervision and work effectively either on their own or as part of a team. Must be able to read and carry out various instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising the highest level of discretion on confidential matters.
