Manager, Data Center Operations

Role Summary

What You Will Do:

As a Technical Operations Manager, the successful candidate will be responsible for managing Mainframe and Distributed Data Center Operations shared/dedicated teams across various technologies like ITIL, JCL, Zowe, zOS, zVSE, ISPF, TSO, CICS, Control-M, TWS/IWS, CA7, etc., basic IBM utilities and other Mainframe Operations technologies as well some Distributed (Linux, Windows, Cloud) platform batch operations monitoring environments. A Data Center Operations Manager is responsible for rethinking the assumptions behind how traditional services are built and thinking about how to maintain, enhance and continuously improve Mainframe and Distributed Data Center Operations services best suited for our Ensono Operations as well as its function and interaction within a Global team matrix. You will draw from your technical and management expertise to mentor Associates, provide leadership on complex technical issues as required, and prioritize workloads, and work directly with customers and management as required. As the Manager of Data Center Operations you will influence our technical strategy, help hire competent Data Center Operators and perceive innovative new solutions for our customers.

Key Areas of Focus for this Role

Service Delivery Excellence

• Manage overall delivery & support process across multiple initiatives to ensure sustainable Mainframe and Distributed Data Center Operations practice which includes automation, process documentation, production support, optimization & monitoring
• Ensuring that the client’s infrastructure and its services are up and running meeting predefined SLA
• Provides technical input & guidance for any significant projects
• Assesses the various risks of delivery and plans to mitigate these risks
• Escalates issues where necessary provide suggestions/input mitigation for high-risk situations
• Assisting in building capabilities within the portfolio/span of control to meet demands as per the client or stakeholder context
• Assisting with adjusting the supply (skill and scale) as demand changes
• Creates an environment and culture of knowledge sharing and re-use

Client Focus and Relationship Management

• Take feedback and build and implement action plans on an ongoing basis to ensure high levels of client satisfaction
• Demonstrates understanding of client’s/stakeholder’s business context, their products and services, partners and alliances, competitive landscape, future plans

People Management and Leadership

• Lead, mentor, and manage a team of data center operations staff, including shift leads, technicians, and support personnel.
• Enables ongoing competency development of the portfolio/span of control
• Assists in identifying training needs and ensure that every member has training and certification plans, and all training happens as per these plans
• Foster a culture of accountability, continuous improvement, and high performance.
• Communicates on organization policy or processes e.g. appraisal or promotion process
• US / India associates – Culture awareness and Maintain synergy between both teams
• Focuses on career planning of all the next level in his/her portfolio/span of control by:
• Implementing various listening mechanisms to capture aspirations of employees – these could be formal or informal mechanisms
• Creating and providing opportunities for individuals to be able to showcase their talent and potential
• Works with teams across functions to ensure hiring of the right resources
• Attrition management and assisting in working on retention strategies

Operational Excellence

• Manages and provides governance for the day-to-day delivery operations of Ensono Mainframe and Distributed Data Center Operations
• Regularly reviews the attainment of service levels (SLAs) and drives the service owners/Managers and Team leads to deliver at the committed quality
• Oversees the execution of standard operating procedures (SOPs) and compliance with company and client processes.
• Monitors and manages daily operations to ensure smooth, secure, and efficient service delivery, including proactive incident response, structured change management, and effective problem resolution.
• Creates a focus within the portfolio/span of control for continuous service improvement by setting higher goals on quality and productivity and then tracking them to ensure that these goals are met
• Aligns and implements various processes and reports to manage on-going operations
• Assists in driving accountability and continual service improvements through reviewing support practices and performing trend analysis on key operational metrics, ensuring a high focus on end-to-end client experience
• Ensures that data in all systems & dashboards is accurate at all given points in time

What You Will Need:

• 10+ years of experience in mainframe operations, with at least 5 years in a leadership or management role.
• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• Proven ability to lead teams in a 24/7, mission-critical environment.
• Ability to work overnight/3rd shift as required.
• Thrive in a fast-paced environment, have customer obsession, think big, and know how to simplify.
• Strong leadership qualities coupled with a strong technical background in managing various Mainframe Operations technologies, constantly strive to improve user experience, building self-service capabilities, love to learn new technologies, passionate about speed of execution, as well as managing Distributed batch environments.
• Demonstrated success leading Mainframe Data Center Operations support teams in a 24/7 mission critical environment
• Deep understanding and demonstrated ability to adapt to complex business environments and situations.
• Excellent communication, stakeholder management, and mentoring skills.
• Strong understanding of IT security, compliance, and audit requirements.
• Experience in maintaining IT Infrastructure policy, programs, procedures, standards as well as adherence to existing Service Level Agreements (SLA’s)

Benefits

• Unlimited Paid Days Off
• Three health plan options
• 401k with company match
• Eligibility for dental, vision, short and long-term disability, life and AD&D coverage, and flexible spending accounts
• Family Forming Benefit including fertility coverage and adoption/surrogacy reimbursement
• Paid childbearing and paternal leave
• Education Reimbursement, Student Loan Assistance or 529 College Funding
• Sabbatical leave
• Wellness program
• Flexible work schedule

Pay Transparency

As of the date of this posting, a good faith estimate of the current pay scale for this role is $70,000 to $110,000 annually based on a full-time schedule. Please note that placement in the range may vary based on numerous factors including but not limited to skills, experience, internal equity, and business needs. In addition to base salary, other compensation programs, depending on eligibility, include an annual bonus plan based on company and individual performance [OR] a role-based, sales-incentive plan, and an equity grant under our Associate Equity Appreciation Program.

Equal Opportunity Employer

Ensono is an Equal Opportunity/Affirmative Action employer. We are committed to providing equal employment to our Associates and building a diverse and inclusive workforce. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or other legally protected basis, in accordance with applicable law.

Pay Transparency Nondiscrimination Statement

OFCCP’s pay transparency policy can be found on OFCCP’s website.

Accommodation

If you need accommodation at any point during the application or interview process, please let your recruiter know or email [email protected].