Supervisor, Data and Client Production Support Operations - Problem Management (REMOTE)

The Opportunity

We are seeking a talented Supervisor, Data and Client Production Support (CPS) Operations. This position is responsible ensuring the successful support of day-to-day activities across a broad suite of internal and third party systems. This position is responsible for all activities relating to monitoring and responding to client requests and issues, as well as supporting the implementation of client and product project efforts. The Supervisor ensures that all tickets received are researched, triaged, and documented appropriately. The Supervisor is the escalation point for all lower-level staff and other technical areas as needed.

Day In The Life

• The Supervisor provides analysis, verification, and recommendations for remediation of issues and requests for client impacting efforts.

• Lead support activities of the 365x24x7 IT Data and Client Production Support Operations team in production and non-production environment for various applications to agreed standards. 

• Ensure adherence to key service level targets. 

• Tactically guide the team, including coordination, monitoring and support of analyst activities.

• Responsible for the creation of foundational documentation such as standard operating procedures (SOPs), process flows, and service catalog for the function. Analyze existing processes and process gaps. Improve targeted processes and create new processes where gaps exist.

• Drives process improvement and client implementation projects in coordination with the other Enterprise teams.

• Supervisor and facilitate team meetings, including work intake, backlog refinements as well as reporting.

• Coordinates the implementation of tools in support of operational processing.

• Adhere to service level estimates (SLEs), metrics and business scorecard obligation for ticket handling of Client related tickets.

• Leverage knowledge in multiple technical disciplines, such as Windows, databases, Applications to offer Enterprise solutions for a complex environment.

• Researches, develops, and keeps abreast of tools, techniques, and process improvements in support of Velera Client Systems.

• Acts as a catalyst for change to improve processes and drive efficiencies that benefit the organization.

• Ability to provide day-to-day supervision to  personnel in a Technology Department in multiple locations.

• Must be able to carry out supervisory responsibilities in accordance with the organization's policies and applicable laws including training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving issues.

• Coordinates and prioritizes the schedules, projects and activities of direct reports.

• Perform other duties as assigned.

Qualifications:

• Bachelor's degree in computer science/related field or 4+ years equivalent work experience including at least 1 year of relevant supervisory experience or equivalent training and/or experience.

• Three (3) years of experience in financial services strongly preferred.

• Experience establishing SLAs and availability goals to meet business requirements and budget constraints preferred.

• Experience working with regulatory, privacy, security, and associated laws, rules, and regulations, including all applicable standards preferred. 

• Understanding of collaboration, content, and program tools like Microsoft Teams, Sharepoint. Office 365

• Broad knowledge of all Velera client impacting internal Applications as well as 3rd party applications.

• Broad knowledge of all areas of technology including but not limited to SQL, Windows Servers, Networking and API functionality.

• Broad knowledge of all Velera business lines and how they connect in the Velera application eco system.

• Broad knowledge of technology methodologies including AGILE, Lean Six Sigma and ITIL.

• Broad knowledge of Leadership methodologies.

• Ability to apply multiple technical solutions to business problems.

For California, Colorado and New York Applicants:  In accordance with the Equal Pay for Equal Work Act, the expected salary range for this position is between:

Actual Pay will be adjusted based on experience and other job-related factors permitted by law.

This position qualifies for the following benefits; Co-op Solutions offers a competitive Total Rewards package: 401(k) with generous company match, Health, Dental, and Vision Insurance options, Health Savings Account/Flexible Spending Account, Life Insurance, Short- and Long-Term disability benefits, Pregnancy and Parental Leave, Tuition Reimbursement, Paid Time Off (PTO), Paid Holidays, Community Volunteer Time Off, and an Employee Assistance Program.