Technical Support Supervisor

Primary objective of the job: 

The Technical Support Supervisor is responsible for providing technical support for the Company in support of its outsourced Barbados and Cayman Islands clients as well as internal customer networking capabilities.

Main Duties and Responsibilities: 

Process & Service Management:

• Maintain network and the sever environment (Cayman) 24/7
• Ensure that contingency plans are in place and executed
• Monitor ACH networks (Cayman and Barbados) and Back-up facilities to ensure stable operations 24/7
• Complete back-ups, clearing and settlement processes, and all related ACH functions as stipulated in the Service Level Agreement (Cayman and Barbados)
• Assist member banks with the transmission of transactions files
• Provide telephone and on-site support to member banks in accordance with established Service Levels
• Assist with maintaining servers and communication equipment in server room (Prism, Barbados)
• Provide technical support for projects
• Install and troubleshoot O.S, software upgrades and new applications
• Create and execute test plans and strategies
• Create technical requirements for environment and procure equipment
• Configure, maintain and troubleshoot issues relating to new servers
• Develop or assist in developing technical documentation for ACH environments and PFPS
• Train and supervise ACH Operator(s)
• Any other duties which are deemed necessary

Qualifications / Certifications

• Bachelor’s Degree or Associate Degree in:
  • Computer Science
  • Information Technology
  • Networking or Information Systems
  • CISCO
  • Microsoft
  • Accredited ACH Professional (AAP)/Accredited Fast Payment Professional (AFPP)

Experience:

• At least 3 years’ experience in a similar environment.
• Prior experience as a senior support specialist or team lead is essential.
• Working in an operational banking environment will be an asset.

Functional Skills:

• Good time and people management skills with the ability to prioritize tasks, meet deadlines, and effectively lead teams.
• Excellent verbal and written communication skills, with the ability to convey complex information clearly and effectively to diverse clients.