Production Support Manager

Please review the following job description:

Regular or Temporary: Regular

Language Fluency: English (Required)

Work Shift: 1st shift (United States of America)

The Production Support Manager is responsible for ensuring the availability, stability, security, and performance of ATM and banking production systems. This role leads global onshore and offshore support teams, manages incidents and problems, and ensures ATM services operate in compliance with ITIL best practices, regulatory standards, and business SLAs. Maintain appropriate Risk Profile through owning the first line of Risk defense, proactively identifying risks, and implementing the necessary mitigations where warranted.

Partner effectively with 2nd line of defense, Auditor, and regulators to ensure Risk is identified and mitigated appropriately.

Has full management responsibilities for teammates: hiring, disciplinary, coaching, terminating, performance reviews.

This position is onsite and requires working in the office five days per week located in Atlanta, GA.

Essential Duties and Responsibilities: Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• Own end-to-end production support for ATM platforms
  , networks, middleware, and integrations
• Ensure 24x7 availability of ATM services including:
  • Transaction processing
  • Switching systems
  • Cash management interfaces
  • Network connectivity and vendor integrations
• Lead global onshore and offshore production support teams (L1/L2/L3)
• Establish clear ownership and handoffs across time zones
• Define follow-the-sun support models for ATM operations
• Ensure consistent ITIL process adherence across all regions
• Manage on-call rotations, escalation paths, and knowledge sharing
• Coach and mentor teams to improve operational maturity and performance
• Manage relationships with ATM vendors, switch providers, network providers, and OEMs
• Drive vendor SLAs, escalations, and root cause accountability
• Coordinate joint incident response and problem resolution
• Ensure vendor changes align with production stability and risk guidelines
• Own ATM service SLAs, OLAs, and KPIs
• Monitor and report on:
  • ATM uptime
  • Transaction success rates
  • MTTR
  • Incident recurrence
• Provide regular service health and operational performance reporting to leadership

Required Qualifications: The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s degree and equivalent combination of advanced education and experience, which could include any combination of 8 years of experience in IT software engineering, 5 years’ relevant business experience (i.e. making technical-related decisions on the business side), 5 years’ experience in project management, and at least 2 years of management experience
• Broad and in-depth knowledge of technology trends, competitive environment, regulatory requirements and trends, and IT strategies employed to continually meet the demands of clients and regulators
• Ability to translate enterprise level strategic planning information into software and data management needs, create business plans, and turn them into effective business solutions
• Executive level communications skills, including, strong negotiation/facilitation/presentation skills and experience negotiating with vendors for relevant products and services
• Ability to lead projects of significant complexity and risk exposure, particularly with enterprise-wide implications
• Ability to exercise judgment in solving technical, operational, and organizational challenges in the context of complex business objectives and priorities
• Ability to lead and manage the performance of multiple teams against a set of financial and operational objectives

Preferred Qualifications:

• Strong hands-on experience with ATM environments and banking systems
• Understanding of:
  • ATM transaction flows
  • Switching platforms
  • Network connectivity and reconciliation
• Experience supporting high-volume, customer-facing financial systems
• Familiarity…