ATM Production Support Manager

Production Support Manager

The Production Support Manager is responsible for ensuring the availability, stability, security, and performance of ATM and banking production systems. This role leads global onshore and offshore support teams, manages incidents and problems, and ensures ATM services operate in compliance with ITIL best practices, regulatory standards, and business SLAs. Maintain appropriate Risk Profile through owning the first line of Risk defense, proactively identifying risks, and implementing the necessary mitigations where warranted. Partner effectively with 2nd line of defense, Auditor, and regulators to ensure Risk is identified and mitigated appropriately. Has full management responsibilities for teammates: hiring, disciplinary, coaching, terminating, performance reviews.

Own end to end production support for ATM platforms, networks, middleware, and integrations. Ensure 24x7 availability of ATM services including: transaction processing, switching systems, cash management interfaces, network connectivity and vendor integrations. Lead global onshore and offshore production support teams (L1/L2/L3). Establish clear ownership and handoffs across time zones. Define follow-the-sun support models for ATM operations. Ensure consistent ITIL process adherence across all regions. Manage on call rotations, escalation paths, and knowledge sharing. Coach and mentor teams to improve operational maturity and performance. Manage relationships with ATM vendors, switch providers, network providers, and OEMs. Drive vendor SLAs, escalations, and root cause accountability. Coordinate joint incident response and problem resolution. Ensure vendor changes align with production stability and risk guidelines. Own ATM service SLAs, OLAs, and KPIs. Monitor and report on: ATM uptime, transaction success rates, MTTR, incident recurrence. Provide regular service health and operational performance reporting to leadership.

Essential Duties and Responsibilities Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

1. Manages a technology operations team of experienced and junior professionals to deliver secure, reliable services against defined objectives.
2. Plans and establishes key elements of short-term team goals and operational activities that support job area priorities, ensuring clear expectations, task coordination, and measurable contribution to results.
3. Implements tactical and operational plans defined by senior managers, translating them into detailed schedules, work assignments, and procedures, and is accountable for team productivity and timely execution.
4. Applies governance, risk management, and compliance requirements in day to day teamwork, following established standards and escalating issues or exceptions to senior managers.
5. Leads the execution of technology initiatives and process improvements within the team, delivering moderate to significant enhancements in stability, efficiency, and service quality.
6. Provides operational metrics, status updates, and issue summaries from the team to senior leaders and stakeholders, offering input that can shape refinements to short-term plans or new services and products.
7. Drives continuous improvement at the team level by refining work methods, adopting practical automation, and reinforcing best practices in monitoring, incident handling, change implementation, and documentation.
8. Manages day-to-day interactions with vendors, partners, and internal stakeholders relevant to the team's scope, resolving routine service performance issues within agreed contracts and guidelines.
9. Monitors team performance against defined SLAs, KPIs, and quality targets, identifying trends and taking corrective actions to improve throughput, reliability, and user experience.
10. Provides hands-on leadership, coaching, feedback, and development opportunities for team members, building skills, engagement, and accountability for delivering agreed outcomes.

Qualifications Required Qualifications The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor's degree or higher in Information Technology, Computer Science, Business Administration, or related field.
• Minimum of 5 years of progressive experience in technology operations.
• Practical leadership and management experience leading technology operations teams.
• Proficiency in IT infrastructure, cloud technologies, cybersecurity, compliance, and enterprise risk management.

Preferred Qualifications

• Strong hands-on experience with ATM environments and banking systems
• Understanding of:
• ATM transaction flows
• Switching platforms
• Network connectivity and reconciliation
• Experience supporting high-volume, customer-facing financial systems
• Familiarity with security and compliance requirements in banking
• Proven experience managing distributed onshore and offshore teams
• Strong incident leadership under pressure
• Excellent stakeholder and executive communication skills
• Ability to balance operational stability, regulatory compliance, and business urgency
• Bachelor's degree in Computer Science, Engineering, or related field
• 10+ years of IT operations / production support experience
• 5+ years in managing ATM or banking production environments
• 3+ years managing onshore/offshore teams