CAREERS

Mainframe Services Delivery Manager

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InformationTechnology
📅
97636 Requisition #

Mainframe Services Delivery Manager

Technology is seeking a results-driven, self-directed individual to join Northern Trust as a Manager for the IBM Mainframe environment. This individual will be responsible for working with the Engineering Leads and the Managed Service Provider (MSP) in providing L1.5/L2/L3 escalation support, improving upon the current processes to precipitate better and faster support of mainframe services. The role will include ensuring that the MSP meets all established SLAs/KPIs, participating on critical SWAT calls to speed resolution and learn the business, creating reports in Service Now, performing trend analysis toward alert improvements and/or issue resolution, and driving the MSP root cause analysis process to meet reporting goals. We are seeking a candidate who has leadership potential, is passionate about his / her role and has good general technical understanding to lend to excellence in the Mainframe space.

This position is as a liaison between engineering team and Managed Service Provider overseeing the Operations of the Mainframe infrastructure environment. Tasks include:

  • Providing excellent, customer centric service
  • Approving quality infrastructure changes: changes that are formed correctly, completed without change violations and errors and causing no production outages
  • Ensuring incident, problem, vulnerability, request, change ticket SLAs are met using Service Now
  • Driving SWAT issues without needing the engineering team assistance in timely manner – e.g., taking charge, drive decisions, and demonstrating take charge / excellent comm skills
  • Following up on all tickets breaching SLA to work consistently on vendor accuracy, speed, and customer service experience
  • Meeting with MSP management bi-weekly to drive performance – which entails tracking ticket statistics and trends
  • Working with management from other teams to ensure that multi-tower research rapidly moves forward
  • Completing audit requests for data for Enterprise Middleware Services and Performance and Analytics teams
  • Ensuring timely patches and fixes are applied
  • Motivating the team toward automation creations and process improvements
  • Working well with a global team, leadership/management, other technical and business teams

Responsibilities 

    • Risk management – ensuring proper coverage / resources throughout shifts with appropriate numbers and levels of resources
    • Leadership of SWAT calls, direction of research, response to questions / reporting during / after the event
    • Ensuring that documentation for major SINCs is created, reviewed, acceptable for executive audiences
    • Driving the MSP toward successful DR capability
    • Ensuring that the MSP performs capacity management and forecasting
    • Ensuring that the MSP performs configuration management
    • Driving the MSP toward root cause analysis with other towers
    • Attesting to updates in the CMDB
    • Queue / SLA management (overseeing the MSP in this role)
    • Trend analysis to highlight opportunities for improvement
    • Driving the MSP toward ensuring hot line coverage, on call rotational updates in Service Now
    • Driving the MSP toward training and support documentation maintenance
    • Onboarding of new MSP members
    • Audit response management 
    • Metrics / Reporting
    • ITSM approvals and compliance updates
    • Attendance at change management discussion meetings
    • Attending the Change Approval Board (CAB) in support of ServiceNow changes for the Mainframe tower
    • Quarterly access review oversight
    • Regular meetings with vendor, NT vendor office, and Engineering teams to maintain / build relationships

Qualifications - External

 Required:

  • 8+ years managing in the technical field of a business environment
  • Past experience in managing and organizing effectively within a dynamic environment where parallel projects need planning, guidance and agility
  • Experience in using current industry standard business tools for communication, collaboration, planning, tracking and reporting.
  • Excellent analytical, organizational, time management, verbal, and written skills and be detail-oriented
  • Experience in leading / driving Major Incident calls to speed resolution
  • Self-starter with ability to work independently under pressure and react quickly and in support of changing priorities
  • Able to multi-task in a fast-paced organization
  • Able to interact effectively and cooperatively with partners and consultants at all levels
  • Able to engage, inspire, influence people
  • 3+ years of ITSM process experience: Service-Now or similar ticket system
  • Bachelor's Degree in applicable field with related course work in a technology, engineering, banking, government, or similar environment with regulations
  • Previous management / leadership experience, with a demonstrated ability to effectively collaborate and influence others while ensuring all targets are met, on schedule and within parameters
  • Proficient written and oral communication skills

Preferred:

  • Committed to high quality standards and making continuous improvements
  • IBM Mainframe or Iseries experience
  • ITIL certified
  • Able to think conceptually - need to understand the appropriate level of detail to create in models to solve problems
  • Able to build consensus, use active listening skills, and work harmoniously with others in getting a job done while promoting a culture of teamwork, excellence, and integrity
  • Able to work in a face-paced environment, and adapt to change

About Northern Trust:

Northern Trust provides innovative financial services and guidance to corporations, institutions and affluent families and individuals globally. With over 130 years of financial experience and nearly 20,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.

Working with Us:

As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company that is committed to strengthening the communities we serve!                

We recognize the value of inclusion and diversity in culture, in thought, and in experience, which is why we are honored to receive the following awards in 2021:

  • Gender Equality Index Member, Bloomberg
  • Top Financial & Banking CompanyBlack EOE JournalHispanic Network Magazine, Professional WOMAN'S Magazine

 We’d love to learn more about how your interests and experience could be a fit with one of America’s best banks and most sustainable companies! Build your career with us and apply today.

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Reasonable Accommodation
Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please email our HR Service Center or call 1-800-807-0302 (North America), +630-276-5353 (Asia Pacific), 1800-425-0333 (India), +44(0)207 982 4357 (Europe, Middle East and Africa) and let us know the nature of your request and your contact information.

Equal Employment Opportunity Statements
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    • APAC/INDIA EEO STATEMENT

      It is the policy and practice of Northern Trust to provide equal employment opportunities to all employees and applicants. Northern Trust does not discriminate on the basis of race, colour, religion or belief, nationality, ethnic or national origin, sex, marital status, sexual orientation, disability or age. All employment decisions will be made in a non-discriminatory manner in accordance with our obligations under the law and codes of practice. This includes human resources’ decisions relating to recruitment, terms and conditions of employment, transfers, promotions and access to learning and development.

  • Canada EEO Statement
    • Canada EEO STATEMENT

      Northern Trust is an Equal Opportunity Employer. Hiring and other employment decisions at Northern Trust are made without regard to race, colour, religion, sex, ancestry, national origin, ethnic origin, age, disability, citizenship, veteran status, sexual orientation, record of offences, marital status, family status, or any other characteristic protected by federal, provincial, or local law, regulation, or ordinance.

  • EMEA EEO Statement
    • EMEA EEO STATEMENT

      It is the policy and practice of Northern Trust to provide equal employment opportunities to all employees and applicants. Northern Trust does not discriminate on the basis of race, colour, religion or belief, nationality, ethnic or national origin, sex, marital status, sexual orientation, disability or age. All employment decisions will be made in a non-discriminatory manner in accordance with our obligations under the law and codes of practice. This includes human resources’ decisions relating to recruitment, terms and conditions of employment, transfers, promotions and access to learning and development.

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    • USA EEO STATEMENT

      It is the policy of The Northern Trust Company to afford equal opportunity in all phases of employment without regard to an individual's age, race, color, religion, creed, gender, national origin, citizenship status, marital status, pregnancy, sexual orientation, gender identity, gender expression, genetic tests and information, physical or mental disability, protected veteran status or any other legally protected status. EEO poster (U.S.)EEO is Law Poster Supplement