Reporting to the Managing Director – CCB Digital & Emerging Payments Production Management, this position is for a Technology Director – Production Support – Digital. This position will be responsible for developing and operating a best in class production environment for CCB’s Digital environment, including chase.com, mobile, and digital wallets. This role is responsible for managing and developing an organization of approximately 60 people. The position is:
Achieving the business objectives expected from a major in-flight transformation program focusing on
Proactive network management
Event Management
Operational processes
Automation opportunities
Management of high profile Digital outages which involves both technical leadership and senior management communications
Owns production stability and recovery, including ownership of incidents and change management.
Assessment of current production environment for efficiency, stability and effectiveness, and identification of improvement opportunities
Drives continuous improvement in the production environment, including owning the outcomes of the root cause analysis process, including identifying portfolio level changes that are identified from root cause analysis
Full accountability for end to end environment, partnering with other internal technology providers
Represent Digital Production Management in cross-business senior leadership technology forums
Availability Management of Incident to Product alignment, measurement against KPIs and SLA, reporting and analysis
Collaborating with technology and business peers
Direct staff management of 60+ employees, including staff development, mentoring, appraisals, in addition to identifying and mentoring top talent within the organization
Key Requirements:
Superior IT organizational management, talent management and relationship building skills, given extensive interfacing required with both senior members of the CCB business as well as IT executive management. Hands on manager, who can drive change, influence and lead across business and technology. Significant experience managing an end to end technology environment, including experience with software, hardware, desktop, utilities, and other infrastructure components.
College degree in related technical/business areas or equivalent work experience
Minimum 10 years of IT experience and related management experience
Senior application development and/or production support experience, preferably for a Digital environment similar in scale and scope
Experience supporting production in agile and/or DevOps environments
Experience supporting environments with large scale user base and high rates of change
Ability to influence and drive change at senior levels
Leadership skills, drive for continuous improvement
Excellent interpersonal, relationship and negotiating skills
Commitment to attract, develop and retain talent
Experience of leading teams of similar size and complexity
Excellent written and verbal communication skills
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