Business Systems Support Supervisor (ATM Support)

Business Systems Support Supervisor

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.

Primary 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

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

Preferences

• Supervisory, management, or leadership experience

Skills and Competencies

• 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

Strongly Preferred:

• 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. This is not a remote position.

Full time

Compensation Details

Pay ranges are job specific and are provided as a point-of-market reference for compensation decisions. Other factors which directly impact pay for individual associates include: experience, skills, knowledge, contribution, job location and, most importantly, performance in the job role. As these factors vary by individuals, pay will also vary among individual associates within the same job.

The target information listed below is based on the Metropolitan Statistical Area Market Range for where the position is located and level of the position.

Job Range Target:

Minimum: $85,533.80 USD

Median: $110,920.00 USD

Incentive Pay Plans: This job may participate in an annual discretionary bonus plan.

Benefits Information

Regions offers a benefits package that is flexible, comprehensive and recognizes that "one size does not fit all" for benefits-eligible associates. Listed below is a synopsis of the benefits offered by Regions for informational purposes, which is not intended to be a complete summary of plan terms and conditions.

• Paid Vacation/Sick Time
• 401K with Company Match
• Medical, Dental and Vision Benefits
• Disability Benefits
• Health Savings Account
• Flexible Spending Account
• Life Insurance
• Parental Leave
• Employee Assistance Program
• Associate Volunteer Program

Please note, benefits and plans may be changed, amended, or terminated with respect to all or any class of associate at any time.

Location Details

Location:

Hoover, Alabama

Equal Opportunity Employer/including Disabled/Veterans