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CBA Production Support Lead - Executive Director

Req #: 180027590
Location: Columbus, OH, US
Job Category: Technology
Job Description:
Position Summary
The CBA Level 2 Application Support Executive Director will be thought-leader, critical in supporting our market leading position by ensuring a consistent, always available customer experience.  The successful candidate will be a key to delivering new market capability and delivering seamless experience changes to our customers in a real time environment. This position is global in reach, working with teams across the US, Singapore and India.  Our organization is highly innovative, and technologies we rely upon are ever changing.  Our teams are agile in nature, and are rapidly taking on new capabilities, tools and methods including Automation, DevOps, Continuous Integration and Cloud.  Successful candidates will demonstrate technical acumen across a broad reach of technologies, and have the proven ability to adapt to an ever changing environment.  The Director will be responsible for leading, developing and operating a best in class Chase Auto Finance Production Support level 2 Team for the CCB line of business technology production environment.
This includes:
  • Application Operations – deployment of application code through our standard change process
  • Application change quality reviews and assessment - Manage the full portfolio of application change deployments for quality, urgency and readiness.
  • Serve as an escalation point to drive resolution of incidents working closely with Support application production incidents - participate in incidents requiring operations production access, assisting L2 and AD SMEs in driving MTTD and MTTR aggressively.
  • Mission Control point of escalation during technically complex P1 issues to assist in resolution and restoring service, as required.
  • Engaging with the PAC and Command Center to drive end to end improvements in incident response, incident management and service restoration.
  • Lead key automation efforts to reduce or eliminate manual effort in the deployment of application code changes and CCB continuous delivery efforts.
    Responsibilities:
  • Attract, manage, retain and develop a high performing team of approximately 20+ resources
  • Responsible for managing and developing a large team, varying in size from 20+ people, as the transition effort proceeds and the supported application portfolio grows.
  • Ensures an inclusive and diverse working environment
  • Champion the adoption of a DevOps mindset for the creation of an integrated Mission Control, with close collaboration across CCB production management.
  • Identify and plan for the transition of remaining Application Operations activity still residing within the business and AD communities.
  • Be a key contributor to building the production organization and transforming the environment from a distributed, LOB aligned function to a consolidated CCB function
  • Be fully responsible for Mission Control Application Operations production management functions across the entire CCB production environment.
  • Requires high levels of partnership and influence with AD teams
  • Identify and partner with L2, Infrastructure, and AD teams to implement automation opportunities to drive down toil and reduce technical debt.
  • Identify and implement tooling enhancements, ensuring full visibility into the Mission Control environment and driving proactive identification and resolution of issues.
  • Engage directly with senior technology leadership to resolve incidents and drive continuous improvement in the production environment
  • Leading the design and execution of transforming the current production environment and moving aggressively to target state encompassing greater efficiency, stability and effectiveness, as well as the identification of improvement opportunities
Qualifications
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. Proven experience delivering strategic IT programs, preferably in a DevOps, Cloud and Agile delivery environment.  Additional Qualifications:
 
  • College degree in related technical/business areas or equivalent work experience
  • Minimum 10 years of IT experience and related management experience
  • Strong knowledge and experience designing and implementing DevOps organizations
  • Strong knowledge and experience across multiple platforms, including Cloud  architecture
  • Continuous Integration – participation in Agile teams to enable swift and secure continuous integration that is Production ready
  • Application Optimization - in partnership with AD, identify redundant points of interaction, wasted resource consumption and proactively identify customer experience issues
  • Resiliency – Engineer modern deployment methods and drive remediation of resiliency gaps, partner with Application Development to drive resolution, and own the acceptance of the result.
  • Delivery –participate in architectural design reviews to ensure Production considerations and non-functional requirements are understood included in stories and definition of done.
  • Experience in working with cross line of business teams, Outside Service Providers and Partner Organizations.
  • Strong understanding of automation tooling such as: Jira, Jenkins, Chef, Puppet, Ansible
  • Senior application development and/or production support experience
  • Experience in a client facing role (external or internal)
  • Strong knowledge of applicable business areas, the supporting technology architecture, and applicable processes
  • Strong knowledge of relevant applications and development of life cycles
  • 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 in a client facing role (external or internal)
  • Strong knowledge of applicable business areas, the supporting technology architecture, and applicable processes
  • Strong knowledge of relevant applications and development of life cycles
  • Excellent written and oral communication skills
  • Excellent problem management skills and relentless drive for root cause and execute measures to reduce repeat occurrence.
  • Strong communication skills, verbal and written.
  • Able to multi task in a high pace environment and drive efficiencies to change the bank.
  • Strong ability to act and influence as change agent
  • Demonstrate Leadership drive & professional courage
  • Takes Ownership and is solutions oriented
  • Team player and able to work effectively across multiple teams and LOBS
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