Director, IT Operations (Hybrid)

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Date: Jul 18, 2025

Location: Charlotte, NC, US, 28202

Company: Sumitomo Mitsui Banking Corporation

Join our mission to create a completely new, 100% digital bank that uses consumer feedback to truly meet customers’ best interests. Jenius Bank, a division of SMBC MANUBANK, and a member of SMBC Group, is being built by a close-knit and fun-loving team of financial services professionals and technology experts who came together for the challenge of building a full-service digital bank from scratch. We’re committed to doing it the right way for the customer and are growing rapidly. To learn more about our relationship to our parent company, visit our website.

The anticipated salary range for this role is between $190,000.00 and $227,000.00. The specific salary offered to an applicant will be based on their individual qualification, experiences, and analysis of current compensation paid in their geography and the market for similar roles at time of hire. The role may also be eligible for an annual discretionary incentive award. In addition to cash compensation, SMBC MANUBANK offers a competitive portfolio of benefits to its employees.
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Jenius Bank is strategically scaling up a portfolio of products and building extraordinary experiences. In 2023, we launched our first two products reaching $1 billion in deposits and over $700 million in loans, all before Jenius Bank’s first anniversary. We don’t plan to slow down, with ambitious growth plans and the capital necessary to execute a multi-year strategic plan. We have a start-up mindset paired with SMBC Group’s 400 years of history. SMBC Group has more than 150 offices and 86,000 employees worldwide in nearly 40 countries and is committed to creating new business to better serve customers in the rapidly evolving digital environment. Join us on the journey that has caught the attention of the Banking Dive, and more to reinvent banking where smarter banking translates to a richer life.

SUMMARY:

As an Director, IT Operations this role will be responsible for monitoring the applications and respond to the events, incidents and changes originated from internal or vendor applications. Investigate incidents and problems and determine root cause. Will use ServiceNow, Jira, Confluence, Splunk, Azure Monitor, Google Cloud Monitoring, etc. tools for various activities. 

PRINCIPAL DUTIES AND RESPONSIBILITIES:

    • Consistent track record of troubleshooting and resolving issues in live production environments and implementing strategies to eliminate them. 
    • Collaborate closely with Product, Engineering, Operations and EIT teams to deliver meaningful outcomes and increase value to our clients. 
    • Build and manage systems, infrastructure, and applications through automation. 
    • Deploy, support, and monitor new and existing services, platforms, and application stacks. 
    • Engage in improving the whole lifecycle of services from inception through deployment, operations, and refinement. 
    • Provide hands-on technical expertise during service impacting events. 
    • Participate in periodic 24x7 on-call duties. 
    • Leading driving facilitating and chairing all investigation activities meetings and conference calls. 
    • Forming collaborative action plans with specific actions roles and deadlines and ensuring these are completed. 
    • Being accountable for resolving the outage via workaround or permanent fix. 
    • Remediate deviation of a process for its division/department. 
    • Responsible for communicating with various stake holders & shipping IT Communication. 
    • Responsible for the effective implementation of the process Incident, Change and Problem Management and carries out the respective reporting procedure. 
    • Monitor the incidents to ensure that the Service Level Agreement are respected. 
    • Identify initiate schedule and conduct incident reviews. 
    • Establish continuous process improvement cycles where the process performance activities roles and responsibilities policies procedures and supporting technology is reviewed and enhanced where applicable. 
    • Extensive knowledge of Splunk architecture and various components. Passionate about Machine data and operational Intelligence. 
    • Experience in understanding of Splunk Enterprise versions, Splunk Cloud, Distributed Splunk architecture and components including search heads, indexers, forwarders. 
    • Expertise in Splunk enterprise architecture such as Search Heads, Indexers, Deployment server, Deployer, License Master, Heavy/Universal Forwarders. 
    • Installation and implementation of the Splunk App for Enterprise Security and documented best practices for the installation and performed knowledge transfer on the process. 
    • Experience on Data Analytics, Advanced Data Analytics, Visualization, Advanced. Visualization, Dashboard Customization, and Advanced Dashboard Customization in Splunk. 
    • Ensure all processes, procedures, runbooks, and work instructions used by Tech Support and application support are thoroughly documented, consistently audited, and trending upwards. 
    • Ensure all cloud, network, systems, and security infrastructure meet high availability standards to minimize and prevent service outages 

POSITION SPECIFICATIONS:

    • Bachelor’s degree or equivalent experience 
    • 12+ years of experience with Splunk - Enterprise Splunk, Splunk DB Connect, Splunk configuring, implementing, and supporting Splunk Server Infrastructure across Windows, UNIX and Linux. 
    • Experience with Observability/Monitoring technologies like Splunk, Dynatrace, DataDog, Elastic Stack/ELK, Grafana, Prometheus, CloudWatch, Azure Monitoring 
    • Experience with one or more Cloud Platforms (Azure, AWS, GCP) 
    • Experience setting up monitoring in applications and database 
    • Experience in ServiceNow 
    • Excellent verbal, written, and interpersonal communication skills 
    • Supporting multiple internal and external audits and exams (FDIC Exam, Multiple IAD audits, FDICIA, ICFR, etc.) by reviewing deliverables for completeness and accuracy and partnering with the team for ACRs as needed  
    • Leading distributed teams effectively, fostering collaboration and innovation, and ensuring seamless operation of IT services 

EOE STATEMENT
SMBC provides reasonable accommodations during candidacy for applicants with disabilities consistent with applicable federal, state, and local law. If you need a reasonable accommodation during the application process, please let us know at accommodations@smbcgroup.com.

CCPA DISCLOSURE
Personal Information Collection Notice: This notice contains information under the California Consumer Privacy Act (CCPA) about the categories of personal information (PI) of California residents that SMBC MANUBANK collects and the business or commercial purpose(s) for which the PI may be used. We do not sell PI. More information about our collection and use of PI may be found in our CCPA Privacy Policy at https://www.smbcmanubank.com/privacy/ccpa-disclosure. Persons with disabilities may contact our Customer Contact Center toll-free at (877) 560-9812 to request the information in this Notice in an alternative format.


Nearest Major Market: Charlotte