FVP & IT Operations Manager

POSITION OVERVIEWThe IT Operations Manager is responsible for managing the Bank’s IT operations, with a primary focus on Fiserv banking applications, access management, and service delivery. This role oversees and leads the IT Operations team, ensuring effective coordination of daily activities, end-user support, and compliance with regulatory requirements. The IT Operations Manager works closely with the Head of IT, Information Security Officer, and business units to align IT services with business needs, maintain audit readiness, and ensure staff are trained and equipped to deliver high-quality support. POSITION RESPONSIBILITIESManage and lead the IT Operations team, including IT Operations Engineers and IT Operations Specialists, ensuring strong performance, accountability, and professional development.Oversee day-to-day IT operations including helpdesk, end-user support, and service delivery functions.Ensure timely response to requests for technical assistance in person, via phone, or electronically.Manage user access provisioning, modification, and deprovisioning for all bank systems in compliance with regulatory and audit requirements.Oversee and support Fiserv core banking applications and related platforms, coordinating with vendors and internal stakeholders to resolve issues and implement updates.Support and maintain bank hardware: PCs, printers, scanners, VoIP phones, and other enterprise technology.Support and maintain bank software including Microsoft 365, Adobe Acrobat, and other financial/banking applications.Assist Head of IT to monitor and enforce compliance with IT policies, procedures, and regulatory requirements (e.g., GLBA, FFIEC, BSA/AML).Develop, implement, and maintain operational standards, workflows, and procedures to improve efficiency and service quality.Ensure proper documentation of IT operations, access controls, processes, procedures, and end-user/support guides.Coordinate with the Head of IT and Information Security Officer on audits, risk assessments, and compliance reviews.Conduct and manage quarterly Identity and Access Management (IAM) reviews to ensure proper access controls, segregation of duties, and compliance with audit standards.Oversee employee on-boarding and off-boarding processes, ensuring timely setup and termination of system access, equipment, and application rights.Lead incident, problems, and change management processes, ensuring timely resolution and minimizing impact to business operations.Maintain inventory and lifecycle management of technology equipment, software licenses, and related assets.Collaborate with vendors to manage contracts, escalations, and service delivery related to IT operations and applications.Provide technical and procedural training to IT staff and end-users on IT systems, applications, and processes.Stay current with industry trends, best practices, and regulatory updates affecting IT operations and application management.Perform any other tasks or projects assigned by management.Comply fully with all Bank policies and procedures as well as all regulatory requirements (e.g. Bank Secrecy Act, Anti-Money Laundering, Code of Conduct, and etc.). Must complete all required training SKILLS / QUALIFICATIONSProficiency in Windows OS, Microsoft Office 365Solid understanding of Windows operating systems, Microsoft Office Suite, Active Directory, Windows server, and networking concepts.Strong experience supporting banking applications, particularly Fiserv core banking systems and related financial platforms. (preferred) Demonstrated knowledge of Identity and Access Management (IAM) processes, including quarterly access reviews, user provisioning/deprovisioning, and audit compliance.Familiarity with ITIL framework, incident/change/problem management.Some technical understanding of network and system troubleshooting.Familiar with mobile device (phone/tablet) setup and useAbility to work outside normal business hours if required to include evenings and weekends.Strong organizational and interpersonal skillsStrong leadership, decision-making, and conflict resolution skills.Strong vendor management and contract oversight experience.Ability to work with minimal supervision.Ability to work under pressure in a fast-paced, deadline-driven environment.Results oriented in a deadline driven work environment.Strong communication and collaboration skills, with the ability to work effectively with other departments, stakeholders, and vendors.Willingness to travel to Bank’s assigned Data Centers and Branches as necessary.Open to other extended duties as assigned (as needed)Results oriented in a deadline driven work environment EDUCATION / EXPERIENCEBachelor’s degree in Information Technology, Computer Science, or related field preferred.7 years of IT operations or infrastructure experience, including at least 2 years in a supervisory or management role.Banking/financial services industry experience preferred

Salary : $110,000 - $150,000