Information Technology Manager

Job Summary

Responsible for the effective operation and support of the Credit Union's Computer Systems. Manage TCU servers and network to ensure availability. Provide daily technology and operations support: diagnose, identify, research and resolves problems; consult with outsourced technology outsourcing and escalate high level technical issues. Perform PC hardware and software installations and maintenance including network, security and system administration. Recommend and execute the implementation of technology solutions in support of strategic initiatives. Perform or assist with technology and operational projects. Improve IT functions, streamline work processes, and work cooperatively to provide quality member service. Design and provide technology training to all departments. Ensure the monitoring and review of the Credit Union's security systems (Firewall, Intrusion Prevention/Detection, Web and Spam filtering) and alerts. Support Senior Management in regulatory examinations, audits, vendor due diligence and risk management processes. All responsibilities are to be performed in compliance with TCU standard operating procedures, TCU policies, applicable state and Federal regulations and applicable state and federal law.

Essential Responsibilities

Act as technical liaison between the credit union and the Core Data Processor, Telecommunications and Technology Service providers.

Coordinate with Core Data Processor and perform the necessary tasks to ensure successful installation and implementation of system enhancements, patches, and upgrades.

Provide daily technical support and training to all branches and departments on systems and hardware.

Troubleshoot computer related issues and ensure prompt recovery of mission critical systems. Refer more complex problems to appropriate third-party providers, and follow up until the issues are resolved.

Act as an administrator (primary or secondary) for various internal and third party systems.

Monitor system performance and ensure that the network is functioning at optimal performance levels. Oversee the maintenance of the Local/Wide Area Network, email and VoIP phone system and managed services vendors.

Review Firewall, Intrusion Prevention/Detection Reports and Alerts daily to ensure the security of the credit union's network and IT assets. Be on-call contact for after-hours alerts.

Review various security reports (Remote Access, Patch Management, Anti-Spyware, Anti-virus, and Anti-Spam filtering). Monitor various trusted information sources for potential vulnerabilities.

Manage TCU's email, productivity and collaboration systems, and escalate issues as needed.

Act as a project coordinator and provide support to new technology initiatives.

Process, document and maintain System Access Authorization forms for all systems, and ensure that department heads approve any new additions, changes, and deletions of employee login credentials.

Monitor and review user access change reports to ensure all changes are accurate and appropriate for each user.

Maintain detailed reports regarding ongoing issues and requests, and updates them in the IT Issues Tracking sheet. Develop frequently asked questions to common issues, in order to minimize repeat issues.

Monitor the ATM network daily and escalate potential issues to service providers.

Monitor data backups of computer systems and initiate recovery tests as scheduled. Restore data as requested by end users.

Ensure the proper maintenance of all Credit Union hardware and software solutions.

Develop, and revise electronic documentation and departmental procedures for cross-training, and compliance purposes.

Train or instruct users in the use of computer equipment, electronic office equipment and operating procedures.

Audit applicable internal policies and procedures for quality and control exposure.

Harden system with best practices to ensure the security of information assets based on industry best practices, and audit recommendations.

Maintain trade knowledge and certifications and stay abreast of developments that effect decisions in the IT area.

Serves as backup for various emergency tasks in the absence of the COO.

Compliance Support:

Assist with daily IT, compliance, risk assessment, vendor management and special projects, and ensure compliance with regulations.

Assist in regulatory and internal audits to ensure adherence to policies and procedures.

Responsible for maintaining, reviewing, and updating a contacts database of technology and operations vendors.

Assist with processes for tracking User Control Considerations (e.g., SOC 1 and 2 reviews, security reviews) as well as regulatory examination reports, to ensure the adequacy of service providers' systems and controls, including resource availability, security, integrity, and confidentiality.

Assist in the evaluation of service providers to determine levels of service rendered to TCU. Perform Due Diligence on existing and new operations and technology vendors.

Assist in the review of the service providers' business resumption contingency plans to ensure that services considered mission critical for the institution can be restored within an acceptable timeframe.

Assist with Disaster Recovery processes, participate in exercises, and maintain updated documentation.

Timely completion of own performance evaluation/ and review and submission of supervised employees' evaluations.

Other duties related to TCU's operations or mission as assigned.

Required Experience & Skills

• Minimum seven years of increasingly responsible direct experience in the responsibilities referenced above.
• Collaborative and diplomatic interpersonal skills.
• Strength in operating in amid changing priorities where creative and strategic thinking are required.
• Strong analytical aptitude, and solid technical foundation with a working knowledge of the banking / credit union industry. Must have strong knowledge of:
  • Network Operating Systems: Microsoft Windows Server 2008 and greater (Maintenance, Active Directory User Setup and Administration), VMWare ESX Platform, Veeam Backup Software
  • Desktop Operating Systems: Windows 7 Professional and greater, (End-User Support and Advanced Troubleshooting)
  • Software: Solid Desktop Application Knowledge including Microsoft Office Suite, Adobe Acrobat, Office 365, Crystal Reports
  • Core Data Processing: Strong Knowledge of Fiserv XP2 Core Applications, and ancillary Fiserv products (Online Banking, Nautilus, Prologue)
  • Security: Firewall and Intrusion Prevention Systems' monitoring / reporting, Log review, Virus and Malware cleanup, Websense Web Security Gateway Management, Log Event Management and Review, System Hardening, Patch Management
  • Mobile Platforms: Mobile Device Management for Apple IOS, Google Android primarily, Security Setup, Maintenance
• Good communication skills are needed. Including the ability to read periodicals, journals, and manuals. Ability to effectively present information to management
• Ability to work flexible and weekend hours as needed
• Ability to travel to different sites and locations in the metro Boston area, about 10% of time
• Can perform responsibilities accurately and timely with moderate and reasonable supervision, with minimal reminders and corrections
• Evident habits of organized workspace and materials, and detail-orientation
• Clear and effective written and oral communication
• Critical thinking to evaluate sources of information and draw conclusions

Required Education, Training, Certifications or Licensing

• Equivalent education to a Bachelor's degree from an accredited college or university with major course work in Computer Information Systems, management information systems, Information Technology or a related field.
• Technical certifications (A+, Microsoft Certifications, VMWare, and Information Security).
• High School diploma, GED or foreign country equivalent

Physical Requirements

The requirements below represent those that must be met by an employee to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the Essential Responsibilities and meet these Physical Requirements.

• Sit or stand for long periods of time, walk, talk and hear
• lift and/or move up to twenty pounds
• communicate orally, both over the phone and face-to-face, with members and vendors. view a computer monitor and use an alpha-numeric keyboard
• vision abilities required by this job include close vision, distance vision and color vision

Equal Employment Opportunity and Non-discrimination

Tremont Credit Union provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy, gender identity or expression, and sexual orientation), national origin, age (40 or older), disability or genetic information; in addition to (MGL C 151b) mental illness, retaliation and active military. Tremont Credit Union complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities and to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.