IT Operations Manager

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IT Operations Manager

Full Time Regular Miami Office, Miami, FL, US

ABOUT BCI Bci provides financial services to individuals and corporations. We focus on being a global leader in innovations and personalized client experience and, with more than 10,500 employees, Bci is recognized as one of the best companies in which to work and develop a career. It is the third largest privately owned bank in Chile, and it has more than 300 branch offices throughout Chile and representative offices in other countries.

Bci is an Equal Opportunity Employer
- All qualified applicants will receive consideration without regard to race, color, religion, gender, national origin, age, disability, veteran status, or any other factor determined to be unlawful under applicable law.

JOB SUMMARY

The IT Operations Manager is responsible for overseeing the daily operations of the IT Operations and Support team, ensuring end-users receive reliable, secure, and exceptional technical assistance and that daily banking systems, services, and core applications work reliably and securely . The IT Operations Supervisor leads a team of Operations Specialists, ensures that help desk requests are prioritized to efficiently address any customer and/or operational issues, oversees hardware provisioning and system troubleshooting.

This leadership role focuses on managing a team of System Administrators and IT Operations Specialists, ensuring that help desk requests are efficiently prioritized, and acting as the primary point of escalation for customer and operational issues. Additionally, the Manager oversees system stability, patch management, and workstation infrastructure, coordinating with Tier 3 network teams to guarantee the confidentiality, availability, and integrity of all enterprise systems, and ensures service level agreements (SLAs) are met across all banking systems.

DUTIES OF THE POSITION

The duties of the position include, but are not limited to, the following:

• Provides guidance and direction to the team, including setting performance standards and supervises performance.
• Identifies the developmental needs of subordinates by coaching, mentoring, and giving constructive feedback to improve their knowledge skills.
• Ensures adherence to legal and company policies and procedures and undertake disciplinary actions if the need arises
• Work closely with the Head of IT in executing short, medium, and long term goals and initiatives.
• Work with decision makers in other departments to identify, recommend, develop, implement, and support technology solutions to enhance operational efficiencies.
• Lead process for enhancement initiatives
• Manage both IT and business process enhancement projects
• Support BCI Securities and associated projects
• Purchase hardware and software
• Liaison with third party service providers
• Business continuity testing
• Coordinate mission critical services with external service providers
• Provide assistance to headquarters with the setup, configuration and maintenance of network infrastructure
• Oversee the setup and maintenance of all personnel hardware, workstations, and associated peripheral devices
• Handle the configuration and management of workstation operating systems
• Manage and administer the Help Desk Platform to drive operational excellence
• Must provide timely and appropriate responses to requests for information and/or customer complaints or concerns including providing appropriate follow up to ensure issues are resolved
• Support and daily management of the comprehensive patch management program.
• Support the vulnerability management program to ensure system security
• Administer and maintain critical enterprise applications and user directory services
• Analyze server and workstation event logs to identify and address potential issues
• Must have regular and predictable attendance and work the hours and/or shifts assigned, particularly during regular business hours, to communicate with colleagues, supervisors, and employees with whom interaction is required to accomplish and complete work assignments and meet company goals within established deadlines
• Must maintain courteous, professional and effective internal and external working relationships
• Must receive and provide clear, constructive feedback in a cooperative and professional manner
• Ability to understand, speak, read and write English and Spanish fluently
• Must…