** System & Network Operations Team Leader**

**Job Category****:** Systems & Network Ops **Requisition Number****:** SYSTE003092 Showing 1 location **Job Details**

**Description**

**Role**

Support the functions and processes of the System & Network Operations Center (SNOC) to include activities of the help desk, print shop, network and systems monitoring, data storage, data protection, disaster recovery, and other Data Center resources as assigned. Provides mentorship, resources, and leads team towards professional growth. Ensure team members are trained and technically proficient as new systems and applications are introduced to the data centers. Serves as representative for the SNOC when needed and as assigned by SNOC Manager.

**Essential Duties & Responsibilities**

* Perform supervisory duties and provides customer guidance, resolves customer or process issues to ensure excellent customer service.

* Performs Quality and KPI monitoring, assesses, implements and tracks performance indexes and provides feedback with coaching sessions.

* Supports SNOC team members and works supports the day to day operations. Identify staff gaps and provides updates to management with staffing concerns. Provides timely, candid, and constructive performance feedback to team members and management.

* Supports and manages the process for the resolution of issues reported to the SNOC, providing support and mentorship to technicians and analysts as first point of contact. Plans and effectively communicates all courses of actions for issues unresolved to all appropriate personnel and management teams, seeing through to issue resolution.

* Provides timely and accurate information to management and staff regarding the status and scope of various system problems, implementations, and future needs. Tracks and analyzes trends in file automation, data center resources, and SNOC requests. Creates, manages, and reviews daily reports to Supervisor.

* Provides support with implementing and updating documentation for all facets of IT Systems & Network Operations functions and ensures team members understands how to perform procedures. Develops and update training guides and coordinates technology huddles as new applications and hardware are implemented into the data centers.

* Bring ideas and recommendations for improvements to operations procedures, processes, and monitoring of the data center assets. Participate in special projects such as Disaster Recovery tests and testing of new systems.

* Perform other duties as assigned.

* Participate in proactive team efforts to achieve departmental and company goals.

* Must comply with current applicable laws, regulations and bank policies and procedures. Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources.

**Requirements**

* Eight or more years of experience in help desk, operations, or in an IT related role.

* Four-year college degree and IT industry certifications preferred. Experience and demonstrated knowledge may commensurate for degree and/or certification.

* Ability to communicate with co-workers, managers, vendors, and repair personnel for both in person and by telephone. Effectively explain technical processes and issues to non-technical personnel.

* A significant level of trust and diplomacy is required. Communications can involve motivating, influencing, educating, and/or advising others.

**Qualifications**

**Skills**

**Behaviors**

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**Motivations**

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**Education**

**Experience**

**Licenses & Certifications**

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)