System Operations Manager

EML Payments

EML Payments is a global leader in the fintech space. Headquarters is in Brisbane Australia, offices are located around the world including USA and Europe. Our mission is to create awesome, instant, and secure payment solutions that connect our customers to their customers, anytime, anywhere, wherever money is in motion. Our Purpose is to inspire transformative digital change for our customers and communities.

The System Operations Manager‘s primary responsibility is to lead a team of System Administrators and Application Analysts that are responsible for the availability, performance, and support of the EML Payments US Card Processing Environment (CPE). This position includes three main components:

• Manage the team’s daily operational tasks and projects by monitoring workloads, assigning resources and assessing how new functionality will impact the overall system.
• Act as an individual contributor to assist the team in the daily workload, including participation in the on‑call shifts and an initial point of supervisory escalation for on‑call staff.
• SME of all Card Processing Environment systems with extensive knowledge for troubleshooting problems across the system.

This position manages the department that is responsible for providing second‑tier support for all systems in the Card Processing Environment. The department is also responsible for after‑hours support of those same systems.

• Supervision and delegation of all tasks related to the CPE. This includes day‑to‑day scheduling, project management, and any other activities being performed by the team.
• Responsible for incident management, response, and post‑mortem reporting.
• Point of contact for all business units requiring assistance or information related to the CPE applications.
• Responsible for providing second‑tier support for all systems.
• Responsible for the supervision of system upgrades, configuration and deployment of EML technologies.
• Responsible for appropriate coverage of monitoring systems and reporting of availability and performance trends.
• Understand impact of security and PCI requirements and how it relates to this position, including maintaining compliance with both policies and procedures.
• Responsible for creation and maintenance of systems policies and procedures – deployments, applications, systems, operations, etc.
• Maintain the Disaster Recovery and Business Continuity Plans, and the Business Impact Assessment for the Company.

• Microsoft Windows Server 2019+, .NET application support, Microsoft SQL Server 2017+
• Strong knowledge of enterprise applications (HTTP, .NET) and relational databases (SQL Server), specifically related to configuration management and performance.
• Ability to read, write and understand code for various Microsoft technologies (Power Shell, T‑SQL, batch, etc).
• Experience deploying and troubleshooting complex applications, hardware and software in a transactional processing environment.
• Perform detail‑oriented work accurately with frequent interruptions.
• General understanding of application, server and network security.
• Ability to lead, scope, and drive projects forward by managing timelines and team members.
• Communicate and work effectively with others.
• Work independently with minimal supervision.
• Mentor and train others under their direct report.
• Management or Team Lead experience, with the ability to lead and drive projects by establishing timelines and holding team members accountable.

• Experience with in the Finance Industry.
• Knowledge and experience working within a Level 1 PCI compliant environment.
• Experience working with vendors to define company needs, review technical specs of hardware/software, implement 3rd party systems, etc.

• Health Insurance
• Dental and Vision insurance
• Employer‑paid Life and Disability insurance
• 401k plan with employer match
• Robust Parental Leave
• Birthday Leave
• Volunteer Leave