Site Reliability Support Manager
The eGovernment department within the Federal Reserve Bank of Cleveland is seeking a manager II or manager III for its Site Reliability Support team responsible for providing tier 2 technical support for several U.S. Treasury's revenue collections business lines. The Site Reliability team provides support for the systems, application development, and 24/7 operational support for the 6 U.S. Treasury business lines. The Site Reliability team has a wide range of responsibilities, including coordinating the staging and deployment of new releases, defining system monitoring requirements, responding to system monitoring alerts, assisting federal agencies with system-to-system onboarding activities, performing disaster recovery activities, coordinating infrastructure changes, and providing insight into troubleshooting technical issues.
The incumbent will ensure that controls and procedures are in place and executed to maintain high availability for the system, commitments are met to deploy releases, technical operations are running smoothly, change requests are completed promptly, and that the team maintains high levels of customer satisfaction. He or she will be responsible for ensuring issues, risks or incidences are reported or escalated promptly, while keeping all stakeholders fully informed.
This management role is responsible for providing input to and execution of strategic objectives related to the technical support of application development, software quality assurance, production operations, and the onboarding of federal agency system-to-system interface partners. He or she will be expected to collaborate with the U.S. Treasury and internal and external stakeholders to align strategies with business, Treasury, and Bank goals and objectives. Significant emphasis will be placed on expanding a continuous improvement culture to enhance operational excellence within the function and in the delivery of business value solutions to our stakeholders.
Specific expectations are as follows:
Oversee daily operational support to ensure resources are allocated appropriately to address operational, application development and data analytics issues and requests in priority order; evaluate metrics and feedback to maintain highly satisfied customers.
Ensure issues and incidences are well managed, tracked thoroughly and escalated rapidly.
With projects assigned to Tech Support, ensure project plans are developed and well managed, with issues and risks tracked thoroughly and escalated rapidly.
Provide input to and guide the development, prioritization and implementation of strategic goals, objectives, tactical plans, and budget for the functional area.
Provide input into the design or purchase of technology products and services.
Lead software migration activities; ensure minimal negative customer impact for environmental and system upgrades.
Develop strong relationships with stakeholders.
Lead ongoing transformational changes within the functional area in the delivery of operational excellence. Create an environment that rewards, recognizes, and implements innovative ideas that positively impact performance for the Bank and the function.
Attract, develop and retain high caliber professional team members with diverse capabilities and backgrounds; provide career development guidance and mentoring for team members; meet periodically with team members to conduct timely, fair and honest performance assessments.
CRITICAL BACKGROUND AND CAPABILITIES
The successful candidate will be an experienced leader with broad and substantive knowledge of payments and current technologies and how they can add business value. The successful candidate will also have a proven track record of effective collaboration with customers and dedication to outstanding customer service.
The following demonstrated qualifications are requisite for the position.
Bachelor's degree in Computer Science, Information Systems, or related field.
Site Reliability Support Manager II: 7 years of diverse professional work experience including 3 years of people management experience.
Site Reliability Support Manager III: 10 years of diverse professional work experience including 5 years of people management experience.
Experience in dealing with complex technical projects, assignments, or issues with a proven track record for completing assignments and/or projects on time and within budget.
Working knowledge through experience directly supporting or overseeing support of enterprise-wide internet systems running on platforms such as Red Hat Enterprise Linux or Solaris, WebLogic, and Oracle.
Demonstrated ability to develop productive and collaborative relationships with senior level management, peers, team members, and other key stakeholders.
Strong interpersonal skills and ability to work effectively with and build consensus among diverse constituents whose interests sometimes compete.
Experience in managing and developing people, multiple projects, and programs effectively, obtaining optimal outcomes.
Excellent written and oral communication skills.
Highly motivated professional demonstrating sound judgment and integrity.
Candidates must be a U.S. citizen and have resided in the U.S. for a minimum of three consecutive years.
The Federal Reserve Bank of Cleveland is an Equal Opportunity Employer. We are dedicated to sustaining an environment in which diversity is valued and differences are strengths. It is the Bank's policy to provide equal employment opportunity for all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, gender identity or expression, genetic information or sexual orientation
Federal Reserve Bank