Manager IT - Enterprise Payments

Direct Channels Manager

This is a remote position that may be hired in North Carolina, Arizona, or Texas.

The Direct Channels team at First Citizens Bank is responsible for ensuring all Host-to-Host, digital API, file payments and information reporting applications enable business continuity by providing quality support of critical applications, and confirming applications run reliably, efficiently, and at scale. As a Manager, you will be responsible for managing a team as we improve client & user experience, collaborating with product & engineering teams, building resiliency & observability, and driving operational excellence.

Responsibilities

Managerial Functions

Establishes and monitors expectations to achieve company and department goals. Makes appropriate changes to IT policies, standards, procedures, and efficiencies in order to meet objectives. Manages the performance, training, and evaluation of assigned staff. Maximizes department achievements by providing professional development. Ensures bank needs are met through prioritization and resource allocation. Supports budget forecasting, capital planning and invoicing.

Business Support

Directs programming, business analysis, or testing activities, including the determination of scope, time and cost estimates, and system impact within user requests. Facilitates system modifications within existing system architecture and assists with architectural changes as necessary. Elicits and refines business technology roadmaps, including setting priority and understanding cross team impacts.

IT & Business Strategy

Partners with senior management to develop and implement IT strategies, Technology roadmap aligned with the company's business and Technology goals and objectives. Establishes and monitors expectations to achieve company and department goals.

Project and Product Management

Provides direction and oversight to IT projects and products. Assigns project tasks, drives project schedules, product releases, and conveys results or updates to the appropriate parties. Develops and utilizes methods of tracking performance.

Managerial Functions

Manages the performance, training, and evaluation of assigned associate. Implements & Enforce policies, procedure, guidelines and defines benefits realization approach to meet expected achievement for specified area of responsibility. Ability to identify opportunities for process optimization and efficiency gains

Platform & Application Support

Enhance performance, reliability, availability and observability of the various direct channel platform and improve Host-2-Host and End-User experience. Applies broad knowledge of process / service capabilities to identify new risk areas, new process updates to evaluate & improve the efficiency of business processes with User / Client & transaction journey to maximize speed and quality

Technical Expertise

Responsible for supporting most complex and business critical applications requiring integration across functions with broad impact on business processes, delivering quality support to end users in the organization. Proficiency in troubleshooting and resolving complex technical issues. Experience in managing Major Incidents impacting the mission critical applications. Good understanding on APIs, Payment System, ITSM Process, APM Tools like Dynatrace and building observability.

Vendor Management

Owns performance SLAs, contract negotiations, renewals, and vendor risk management ensuring vendors meet availability, stability, and recovery expectations.

Qualifications

Bachelor's Degree and 6 years of experience in Applications development, applications analysis or systems engineering OR High School Diploma or GED and 10 years of experience in Applications development, applications analysis or systems engineering

Preferred qualifications :

• Bachelor's Degree and 8+ years of experience OR High School Diploma or GED and 12+ years of experience
• Financial Services / Banking experience, Large Financial Institution (LFI) (or similarly complex environment) preferred
• Previous experience supporting a digital banking, API / File & payment platform and involve in optimizing observability solutions and practices.
• Building, managing, and mentoring a team of production support specialists across different time zones, fostering a collaborative and high-performance culture
• Strong technical vision and driving technology strategy for the team.
• Ability to create meaningful metrics for function and measuring success
• Demonstrate success in vendor partner and third-party management.
• Exceptional leadership, communication, and stakeholder management skills.
• 3+ Years experience leading and managing a team of software and quality engineers.