IT Production Support and Technical Services Manager

: The IT Production Support and Technical Services Manager is responsible for providing 24/7 support of the WSFS customer facing and internal production environments by ensuring that escalations are addressed efficiently and that key performance indicators are tracked to meet operational and customer satisfaction targets. The hired candidate must be legally authorized to work in the United States without an employer-sponsored petition for a visa, such as an H-1B visa. WSFS Bank does not intend to file any visa applications in connection with this opening. This position follows a hybrid work schedule. Fully remote work is not available. Job Responsibilities:

• Foster a positive and proactive work environment, emphasizing respect for individuals, high standards of quality, customer service, stewardship, innovation, and teamwork.
• Ensure that all vendor and internal service level agreements (SLAs) for information technology services across the organization are delivered according to specifications.
• Maintain appropriate documentation for: current processes & procedures, troubleshooting, and problem resolution.
• Maintain predefined set of reports including key performance indicators.
• Perform root cause analysis and prepare executive level reports.
• Follow up with customers to gauge their satisfaction with problem resolution; identify tech support problem areas (i.e., negative trends) and, if warranted, implement corrective actions.
• Design and develop tightly integrated monitoring solutions which can assist in determining if problems are imminent allowing teams to be more proactive.
• Develop strong relationships with critical internal teams and manage production support escalations.

Minimum Qualifications:

• Bachelor's degree in Information Technology or related technology discipline or combination of education and/or equivalent work experience.
• 5+ years of overall experience in developing or supporting applications.
• 5+ years of experience development/support experience in Java, and data analysis.
• 5+ years of management experience with direct reports.
• Proven experience with ITIL methodologies.
• Ability to execute and work independently with good judgement and proper level of escalation when required.
• Highly organized, detail oriented, extremely adaptable, and able to prioritize many tasks.
• Ability to discern quality/problem trends via data, metrics, reports. Ability to assess, propose and implement solutions/continuous improvements.
• Prior banking or financial services industry experience is preferred.
• Experience with monitoring tools is preferred.
• Ability to work under pressure in a fast-paced environment.
• Strong attention to detail with an analytical mind and outstanding problem-solving skills.
• Excellent communication, influencing and presentation skills.
• Ability to work evenings and/or weekends as required.

WSFS Bank is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the WSFS Bank Careers website or submission process, please contact us via email at View email address on us.fitly.work. WSFS is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.