Business Systems Support Supervisor (ATM Support)

Regions Bank•Hoover, AL

3d•Onsite

About The Position

At Regions, the Business Systems Support Supervisor is responsible for a team of technical support specialists supporting various business systems throughout the bank to test, troubleshoot, and escalate resolutions where there are malfunctions or issues that associates, or clients are experiencing.

Requirements

Bachelor’s degree in Computer Science or a related field and eight (8) years of related experience
Or High School Diploma or GED and twelve (12) years of related business experience
Ability to effectively supervise a team
Ability to learn additional systems as needed
Demonstrates an advanced working knowledge of systems and software development concepts, practices and procedures
Excellent customer service skills/background
Excellent verbal and written communication skills
Strong analytical and problem-solving skills
Strong interpersonal skills
Strong ability to review and analyze data and identify and resolve problems

Nice To Haves

Supervisory, management, or leadership experience
Software Deployment & Testing: Proficient in packaging, testing, and certifying applications for deployment via SCCM and manual methods; skilled in smoke testing, negative testing, and comprehensive validation.
Documentation & Compliance: Experienced in capturing video proof, maintaining audit-ready documentation, and managing SharePoint uploads for compliance.
Security & Vulnerability Management: Strong understanding of Microsoft security patching, vulnerability scanning, and endpoint security tools (e.g., SentinelOne, EPM, Rapid7).
Project Support: Ability to conduct system impact analysis and testing for banking projects (e.g., Early Pay, Overdraft Grace, Customer Transparency).
Payments & Middleware Expertise: Familiar with FIS Payments One and middleware solutions (Theta, R2) for mainframe integration.
Card Management & Obfuscation: Skilled in card lifecycle management, troubleshooting ATM host connections, and coordinating obfuscation schedules across multiple systems.
Reporting & Analysis: Capable of monitoring and improving legacy reports (e.g., Missing Transactions Report), identifying anomalies, and providing actionable insights to leadership.
Collaboration & Communication: Adept at working with auditors, decision-makers, and project managers to ensure secure, efficient deployments.
Proximity to Hoover is required.

Responsibilities

Oversees technical support services including troubleshooting for high complexity issues, problem resolution, and maintenance
Handles escalated, complex issues and refers to the application development team when necessary
Responds to difficult questions regarding operation and malfunctions
Researches, evaluates, and provides feedback on complex or escalated incidents
Ensures effective monitoring of system issues and escalation of identified issues to the appropriate technical team
Ensures application of system policies, principles, and practices in the delivery of support services
Oversees process improvement activities and development of procedures and policies
Monitors feedback on problematic trends and patterns in technical support from team and makes necessary changes
Collaborates with senior management in ensuring team is efficiently staffed
Offers advice and guidance to team, assisting in coaching and contributing to continuous improvement initiatives
May serve as a liaison between the business unit and technology