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Technical Operations Center Manager

Umpqua Bank

This is a Full-time position in Spokane, WA posted June 8, 2021.

The Technology Operations Center (TOC) Operations Manager is responsible for managing and coordinating the TOC operations team and operational processes. Responsible for supervising TOC shift operations designed to support operations and provided services. Also responsible for proactively monitoring and applying focus for continuous improvement and effective and efficient operations. This position will interact with customers, vendors, engineers and other technical teamsFunctions* Supervise a team of operations professionals while being responsive to internal and external customers requiring assistance.* Collaborate effectively with the TAG Management team to ensure TOC objectives are met.* Take command and control of any IT operational crisis or critical incidents by influencing/escalating across service owners/providers to resolve any service interruptions.* Provide extended hours support for the TOC staff. This will include outage reviews, general questions, management responsibilities, escalations, and any other issues for resolution.* Resolve daily issues of a complex scope that impact the team and overall business objectives.* Assist in the professional and technical development of team members, enabling them to set goals, monitor, mentor, coach, and assist team members to deliver quality support.* Partners with peer IT teams, business leaders and vendors to manage, continuously improve, and evolve IT services.* Develop Operational Level Agreements (OLAs) with internal service providers.* Perform various supervisory duties which include but not limited to, conducting regular employee/staff meetings, setting performance expectations, hiring and maintaining operational resources in the group, performance evaluations, following disciplinary action procedures, and documenting human resource issues.* Demonstrate compliance with all bank regulations that apply to your position, and keep up to date on regulation changes.* Maintain working knowledge of our policies and procedures regarding the Bank Secrecy Act, Regulation CC, Regulation E, Bank Security and other regulations that apply to your position.Qualifications* Bachelor’s Degree in Information Technology, Operations Management or Business Management.* ITIL Intermediate or Expert Level preferred.* 5-7 years progressive experience in an IT Service Delivery function.* 5 or more years managing IT services leveraging vendors in an outsourced arrangement or providing services to a Fortune 500 company as an IT service provider.* 5+ years managing teams.* Ability to develop, document, and publish operational processes and procedures.* Ability to manage and mentor subordinate staff.* Must demonstrate leadership and problem solving abilities through work experience.* Excellent oral and written communication skills essential.* Ability to work well under pressure is critical.Physical Requirements and Working ConditionsWork involves:* Sitting* Occasional walking* Lifting up to 10 pounds.No relocation is offered.About UsWe do things a little differently here at Umpqua. Our retail stores serve as community hubs, our associates are given up to 40 hours of volunteer time each year, and we’re never satisfied with the status quo. Greatness has no finish line, so we continue every day to keep people at the center of everything we do. We focus on building relationships, understanding our customers’ needs and connecting to people in new and innovative ways — always staying true to our mission of providing personalized banking for all people, whenever and however they prefer to bank.Umpqua Bank is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, protected veteran status, or disability. We maintain a drug-free workplace and may perform pre-employment substance abuse testing.

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