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Senior IT Operations Command Center Manager

2 months ago

MagstattleBas, Grand Est, United States Fiserv Full time
Senior IT Operations Command Center Manager

Join Fiserv, a pioneering force in Fintech and payments, where we facilitate the movement of money and information globally.

We serve a vast network of financial institutions, corporations, merchants, and consumers, ensuring swift, reliable, and secure transactions every day.

If you aspire to create a significant impact on a global scale, consider contributing to our mission at Fiserv.

Key Responsibilities:

As a Senior IT Operations Command Center Manager, you will oversee a 24/7 operational team dedicated to monitoring and addressing issues across multiple mainframes in a complex global landscape.

Your leadership will foster a positive atmosphere that emphasizes staff growth and development while ensuring critical service delivery standards are consistently met.


Specific Duties Include:
  • Team Development: Establish annual objectives and direction for team members, conduct performance evaluations, and manage daily task distribution with your leads.
  • Oversee a diverse tier 1 team tasked with monitoring and supporting mainframe, batch, and file transmissions worldwide, with a focus on personnel management, incident resolution, and team cohesion.
  • Deliver comprehensive reports to the operations director and senior management, translating technical information for non-technical stakeholders.
  • Manage a global team, applying your expertise to mentor and coach team members as necessary.
  • Lead and facilitate incident response for severity levels 1, 2, and 3; engage in root cause analysis and problem-solving efforts.
  • Ensure adherence to best practices by maintaining well-defined Standard Operating Procedures (SOPs) for staff compliance.
  • Supervise a team of approximately 20 employees across various data center locations and collaborate with offshore teams.
Qualifications:

To be successful in this role, you should possess:

  • A minimum of 6 years of leadership experience in an enterprise data center environment.
  • At least 5 years of experience utilizing ticketing systems such as Service Now.
  • 3-5 years of expertise in Mainframe Operations: including TSO, CA7, Control M, and JCL.
  • A Bachelor's degree in a relevant field or an equivalent combination of education, military, and professional experience.
Preferred Qualifications:

It would be advantageous to have:

  • Experience with transmission technologies such as Connect Direct, NDM, and SFG.
  • A solid understanding of the ITIL framework, particularly in Incident Management, Change Management, and Problem Management.
  • Familiarity with Moogsoft or an AI observability platform.
  • Proficiency in mainframe monitoring and management tools within a large-scale environment.
  • Experience in batch job processing, troubleshooting batch abends, and executing batch job restart procedures.
Additional Information:

This position may require occasional travel of up to 10% and necessitates flexibility in working hours, including nights, weekends, and holidays, to support 24/7 data center operations.

All employment offers are contingent upon standard background checks.

Fiserv is committed to fostering a diverse and inclusive workforce that reflects the global community we serve.