ATM Production Support Manager

Jobtailor; North Carolina; On-site; USD 150,000 - 190,000; Full time

Job summary

Jobtailor in the United States seeks an experienced Technology Operations Leader to own end-to-end ATM production support, drive 24x7 availability, and lead global teams across time zones. The role requires strong ITIL discipline, vendor management, and risk oversight.

The candidate will mentor teams, manage vendor relations, and report metrics to leadership while balancing regulatory compliance and business urgency. Relocation to Atlanta, GA or Charlotte, NC is expected where applicable.

Qualifications

• Bachelor’s degree or higher in IT, CS, 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.
• Strong hands-on experience with ATM environments and banking systems.
• English language fluency; willingness to relocate to Atlanta, GA or Charlotte, NC; Truist visa sponsorship not offered.

Responsibilities

• Ensure availability, stability, security, and performance of ATM and banking production systems.
• Own end-to-end production support for ATM platforms, networks, middleware, and integrations.
• Ensure 24x7 availability of transaction processing, switching systems, cash management interfaces, network connectivity, and vendor integrations.
• Lead global onshore and offshore L1/L2/L3 production support teams.
• Establish ownership and handoffs across time zones and define follow-the-sun support models.
• Ensure 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.
• Own ATM service SLAs, OLAs, and KPIs.
• Monitor ATM uptime, transaction success rates, MTTR, and incident recurrence.
• Provide service health and operational performance reporting to leadership.
• Own first-line risk defense, identify risks, and implement mitigations.
• Partner with second-line risk, auditors, and regulators.
• Hire, discipline, coach, terminate, and conduct performance reviews for teammates.
• Plan team goals, operational activities, schedules, work assignments, and procedures.
• Apply governance, risk management, and compliance requirements.
• Lead technology initiatives and process improvements.
• Provide operational metrics, status updates, and issue summaries to senior leaders and stakeholders.
• Drive continuous improvement through automation, monitoring, incident handling, change implementation, and documentation.
• Manage vendor, partner, and internal stakeholder interactions.
• Monitor performance against SLAs, KPIs, and quality targets and take corrective action.
• Provide hands-on leadership, coaching, feedback, and development opportunities.

Skills

ATM Operations

ITIL Process Adherence

Incident Leadership

Vendor Management

Operations Leadership

Stakeholder Communication

Team Leadership

Coaching and Mentoring

Problem Resolution

Education

Bachelor's degree or higher in IT/CS/Business

Job description

• Ensure the availability, stability, security, and performance of ATM and banking production systems
• Own end-to-end production support for ATM platforms, networks, middleware, and integrations
• Ensure 24x7 availability of transaction processing, switching systems, cash management interfaces, network connectivity, and vendor integrations
• Lead global onshore and offshore L1/L2/L3 production support teams
• Establish ownership and handoffs across time zones and define follow-the-sun support models
• 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 ATM uptime, transaction success rates, MTTR, and incident recurrence
• Provide service health and operational performance reporting to leadership
• Own first-line risk defense, identify risks, and implement mitigations
• Partner with second-line risk, auditors, and regulators
• Hire, discipline, coach, terminate, and conduct performance reviews for teammates
• Manage technology operations teams and team productivity
• Plan team goals, operational activities, schedules, work assignments, and procedures
• Apply governance, risk management, and compliance requirements
• Lead technology initiatives and process improvements
• Provide operational metrics, status updates, and issue summaries to senior leaders and stakeholders
• Drive continuous improvement through automation, monitoring, incident handling, change implementation, and documentation
• Manage vendor, partner, and internal stakeholder interactions
• Monitor performance against SLAs, KPIs, and quality targets and take corrective action
• Provide hands-on leadership, coaching, feedback, and development opportunities

Requirements

• 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
• 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
• Candidates must be located in or willing to self-relocate to Atlanta, GA or Charlotte, NC
• English language fluency required
• Truist will not sponsor work visa status or employment authorization or provide immigration-related support

Core Competencies

Demonstrates expertise in managing ATM and banking production systems, ensuring operational stability, security, and compliance while leading technology operations teams. Proficient in incident management, vendor relations, and performance monitoring to drive continuous improvement and operational excellence.

Highest-signal resume keywords

• ATM Environment Management
• ITIL Process Adherence
• Incident Leadership
• Vendor Relationship Management
• Technology Operations Leadership

Hard Skills

• IT Infrastructure
• Cloud Technologies
• Cybersecurity
• Enterprise Risk Management
• ATM Transaction Flows
• Switching Platforms
• Network Connectivity
• Operational Metrics Monitoring
• Service Level Agreements (SLAs)
• Compliance Requirements

Soft Skills

• Stakeholder Communication
• Team Leadership
• Coaching and Mentoring
• Problem Resolution
• Performance Management

Industry Keywords

• Banking Systems
• Production Support
• Operational Stability
• Regulatory Compliance
• Continuous Improvement