Dev Ops Support Manager in Brooklyn, OH at Key Bank- Corporate

Date Posted: 4/26/2018

Job Snapshot

Job Description

Enterprise Security Services Product Support Manager

  • Provide guidance, leadership and expertise to team members and participate in performing procedures focusing on complex, judgmental and/or specialized issues
  • Reviews, coordinates and manages work performed by the team. Works with IT Architects to define business solutions, ensuring alignment with business strategies and priorities, as well as the target benefits expected.
  • Demonstrates a thorough understanding of complex issues and applies knowledge to situations.
  • Uses extensive knowledge to identify technological developments and evaluates the impacts on the business to identify new hardware/software technologies to fit specialized business needs and configurations.
  • Uses current technology and tools to enhance the effectiveness of deliverables and services.
  • Oversees effort to design and document application(s) components.
  • Oversees the development and configuration of application(s) from conceptualization through stabilization using various computer platforms.
  • Oversees all activities associated with implementation and maintenance of the application(s).
  • Oversees implementation application(s) by analyzing the current system environment, using technical tools and utilities, performing complex product customization, and developing implementation and verification procedures to ensure successful installation of systems hardware/software.
  • Demonstrates Project management skills - prioritization, planning of projects and features, Stakeholder management and tracking of external commitments.
  • Manage vulnerability remediation to corporate SLAs
  • Provide weekly summary to Portfolio Manager
  • Assign new work items/tasks while load balancing across the team
  • Attend project and support meetings relative to active and/or planned projects/initiatives to represent Enterprise Security Services, support team members and provide direction
  • Participate in and attend Change Advisory Board meetings to assess potential impacts to Enterprise Security Services applications from planned changes and support team members
  • Attend daily 8:00 Incident Management call mon.- Fri., provide Mgr. with root cause summary, impact assessment and action plan on all incidents assigned to the team
  • Review and approve Access Control Forms, Change Requests, Service Request Tickets
  • Develop and enhance relationships with LOB Partners and peers across technology and operations
  • Provides 24/7-day support as required.
  • 6+ years’ experience supporting production applications and managing trouble tickets
  • 5 + years telecommunications experience required preferably in the wireless industry (financial support, customer support/customer care, provisioning, or billing
  • 5 + years management experience preferred
  • 4+ years’ experience coordinating development efforts with various stakeholders, including business analysts, project managers, development, customers, and vendors
  • 3 + years’ experience in billing development and operations and managing vendor relationships required
  • 2 + years software quality assurance experience including ability to define, review and execute detailed test plans. In addition to business/functional analysis, testing and project management or team lead
  • Experience working directly with business partners on operational issues and communicating effectively to senior partners on operational issues and communicating effectively to senior management as well as a large number of geographically dispersed customers
  • Experience working with budgets and cross functional or multiple departments. Interaction between functions and department
  • Work with the operational teams to plan objectives and the strategy to comply with professional standards and address the risks to the business
  • Review, coordinate and manage work performed by the team
  • Maintain relationships with vendors to manage expectations of service including work products, timing, and the value to be delivered
  • Demonstrate a thorough understanding of complex issues and apply knowledge to situations
  • Use extensive knowledge to identify technological developments and evaluate the impacts on the business
  • Demonstrate excellent project management skills; inspire teamwork and responsibility with team members
  • Use current technology and tools to enhance the effectiveness of deliverables and services
  • Provide 24/7-day support as required
  • Strong communication skills, both written and verbal
  • Coach outside your team
  • Ability to manage remotely (geographically diverse)

KeyCorp's roots trace back 190 years to Albany, New York. Headquartered in Cleveland, Ohio, Key is one of the nation's largest bank-based financial services companies, with assets of approximately $134.5 billion at March 31, 2017. Key provides deposit, lending, cash management, insurance, and investment services to individuals and businesses in 15 states under the name KeyBank National Association through a network of more than 1,200 branches and more than 1,500 ATMs. Key also provides a broad range of sophisticated corporate and investment banking products, such as merger and acquisition advice, public and private debt and equity, syndications, and derivatives to middle market companies in selected industries throughout the United States under the KeyBanc Capital Markets trade name. KeyBank is Member FDIC.

Key Technology and Operations (KTO) is Key Bank’s shared services organization for technology, operational, and servicing functions supporting business partners and clients across all lines of business. Within the overall organization, KTO provides efficient, reliable and secure technology; creates an effective variable cost technology delivery model that maximizes the return on IT spend; orchestrates the efficient use of corporate information and technology assets; and supports innovation that creates competitive distinction. KTO is effective and efficient in payment and deposit servicing, loan servicing, exception and dispute processing, investment and support services, sourcing and procurement, as well as enterprise-wide fraud prevention, investigations and operational support to human resources and the Bank’s BSA/AML program.


KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

JobID: 27587BR