ETS Support Lead I​/ATM Operator

Title: ETS Support Lead I / ATM Operator

Location: Vienna, VA (HYBRID)

Duration: Initial 6 month contract duration, with possible extensions

Work Requirements: US Citizen, GC Holders or Authorized to Work in the U.S.

Serve as the Operational Subject Matter Expert (SME) for ATM Operations, delivering moderately complex support, influence the strategic and operational direction of the ATM fleet lifecycle. Ensure departmental objectives are consistently met in areas such as operational stability, efficiency, change control, performance management, security and fraud mitigation, and system integrity. Provide strategic input into ATM analysis, design, and process improvement initiatives to drive operational excellence and continuous improvement.

• Act as the primary operational expert for ATM Services, supporting day-to-day operations, projects, and long-term strategic goals.
• Serve as a key collaborator across departments, ensuring alignment with enterprise goals and operational excellence
• Lead the proactive monitoring and management of incidents, alerts, and system faults across ATM operations.
• Ensure timely detection, escalation, and resolution of issues to maintain ATM service availability and performance.
• Oversee and coordinate recovery operations in the event of operational failure
• Support and implement process improvements or re-engineering – Moderately Complex/Varied
• Coordinate, document and evaluate unit acceptance testing – Assist in Leading
• Support incident resolution and root cause analysis to identify and resolve technical problems, outages and service issues impacting ATM availability – Moderate Analysis
• Coordinate integration of solutions with existing applications; assist with identifying and resolving potential conflicts to ensure compatibility – Moderate Scope
• Serve on teams and task groups for projects/initiatives within the business unit and/or across the organization
• Perform research and assist with deployment for new and modified systems – Moderately Complex
• Ensure departmental objectives are met in the areas of:
  Operational stability and efficiency, Change control and performance management, Security and fraud mitigation, System integrity and compliance
• Provide expert input into ATM analysis, design, and process improvement efforts
• Collaborate with cross-functional teams to identify and implement operational enhancements
• Contribute documentation and knowledge sharing to support operational continuity
• Build relationships with leadership, internal business units, key stakeholders, and vendors
• Assist with creating clear, concise, and effective tools for managing ATM availability
• Perform other duties as assigned.

• Prior Management/Leadership experience - exercising initiative, using good judgment to make sound decisions
• Advanced operational expertise and leadership in driving performance, stability, and innovation across ATM services
• Extensive working knowledge and/or experience of ATM Service and Lifecycle management or related operational leadership roles.
• Ability to analyze complex operational issues and recommend effective solutions
• Proven ability to lead complex operational initiatives and cross-functional projects
• Excellent verbal, written communication and collaboration skills, stakeholder engagement, and leadership presence
• Experience in project leadership and execution, technology processes, cross functional teams
• Effective skill presenting findings, conclusions, alternative solutions, and information clearly and concisely
• Effective organizational, planning and time management skills
• Experience in working with all levels of staff, management, stakeholders, external vendors, and contractors
• Extensive experience leading the monitoring and management of incidents, alerts, and system faults across ATM operations.
• Demonstrate ability to oversee complex monitoring environments, ensuring rapid detection, escalation, and resolution of operational issues.
• Skilled in implementing proactive monitoring strategies and leveraging data to drive performance improvements, reduce downtime, and enhance service reliability across the ATM fleet.