GreenSky Administrative Services LLC

Technical Operation Center (TOC) Manager

Job Location(s) US-GA-Alpharetta
Posted Date 3 weeks ago(11/11/2021 3:36 PM)
Job ID
2021-4726
# of Openings
1
Category
Information Technology

Overview

GreenSky is a leading company in the consumer finance marketplace specializing in Home Improvement, Retail and Health Care Credit.

 

Since 2006, our company’s people, process and technology solutions have played a critical role in transforming business and consumer credit, enabling more affordable and pervasive access to financing. We have built relationships with dealers, retailers, and merchants in all 50 states by providing their customers loans through our bank partnerships. We service our bank partners: portfolios through an exceptional loan servicing organization, which is SSAE 16 Type II compliant. Our corporate headquarters is in Atlanta, Georgia with Alpharetta as the working office.

 

GreenSky is seeking a TOC Manager that will promote IT Service Management guidelines, standards and policies aligning with ITIL standards including Incident and Problem management. Actively participating in incident management to ensure proper root cause analysis is delivered to impacted customers, internal and external.

Duties & Responsibilities

Core Deliverables:

  • Must be able to work from home and office. (Offices located in Brookhaven, Alpharetta, and Glenridge Connector.)
  • Provide 24x7x365 IT support of all critical business systems and infrastructure acting as single point of contact for the business and multiple IT groups.  Take ownership of problem issues until fully resolved and/or transitioned to the appropriate support groups.
  • Participates, chairs, or manages meetings in support of the organization’s critical IT Operations goals. Contribute to the delivery of the GreenSky roadmap and the broader IT strategy.
  • Key leadership role within IT Operations expected to drive best practice, delivery & adoption both within the function and across the company. Provide matrix leadership for other IT functions.
  • Ensures all key activities are undertaken collaboratively with IT stakeholders. Ensures decisions and direction are communicated effectively and authoritatively.
  • Builds relationships with key leadership and management staff throughout the organization representing the IT Operations department professionally and positively in both formal and informal settings. Engages with Business stakeholders across GreenSky to establish and improve services which meet defined business needs.
  • Builds an industry-leading team; manage resourcing, performance, and development of their colleagues. Provides mentoring to managers and team leaders with the Technical Services area.  Establishes and maintains collaborative, supportive, and professional relationships with other members of the IT management team.
  • Identifies, assesses, and manages risks. Ensures IT operation and infrastructure standards adhere to all relevant company and regulatory policies.
  • Create and maintain operational processes as necessary facilitating efficient and effective monitoring, alerting, and troubleshooting of IT equipment and services.  Responsible for managing and updating documentation for policies, procedures, tickets, training, and support escalations.
  • Document and maintain workflows utilized in successful issue resolution.
  • Resolve technical issues within established SLAs.
  • Log and track inquiries using a ticketing system while maintaining history records.

 

 Key Competencies:

  • Must exhibit honesty, integrity, and courtesy in all interactions.
  • Must possess strong work ethic and positive attitude in support of customer needs.
  • Must have the ability to effectively communicate technical information (verbally and in writing) to both technical and non-technical personnel in a concisely, professionally, and accurate manner.
  • Demonstrated clear, informative, persuasive, and collaborative verbal and written communication skills.
  • Must have the ability to work both independently and as a team member in a fast-paced environment.
  • Highly organized showing attention to detail with strong analytical and problem-solving skills.
  • Excellent leadership skills with demonstrated ability to manage and motivate teams.

Required Skills/Qualifications

  • Minimum five (5) years of experience in Financial Technology (FinTech) or similar IT business.
  • Minimum three (3) years of experience in an IT leadership role.
  • Demonstrated leadership in managing data center facilities and operations teams.
  • Experience with multiple IT methodologies such as ITSM, ITIL, Scrum/Agile, SDLC, etc.
  • Experience with various monitoring, alerting, automation, and file transfer systems.
  • Working knowledge of cloud and on-premises architecture.

 

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