What does a successful IT Manager (Level 2 Transmissions) do at Fiserv?
You will manage a 24x7, Level 2 transmissions team accountable for builds, changes, testing, client support and on-call monitoring. The transmissions team works in multiple environments to include, mainframes, Sterling File Gateway and ServiceNow. You will promote a positive environment focused on growth and development of the staff and ensure critical service deliveries are met. IT managers need to have a combination of technical and business skills, as well as strong people management skills. They should be analytical, detail-oriented, and decisive.
What you will do:
- Focus on team building: set yearly goals and direction for associates, conduct performance assessments, and coordinate daily workload
- Manage a diverse level 2 team responsible to support file transmissions globally, focus on people management, incident management and team building
- Provide effective reporting to director and senior leadership
- The ability to communicate technical concepts to non-technical employees and clients
- Manage a global team and apply knowledge to coach and mentor team members as required
- Lead and drive severity 1, 2 and 3 incident calls; participate in root cause analysis and problem resolution
- Take responsibility for best practices and ensure all SOPs are in place, defined and adhered to by staff
- Manage a team of close to 20 employees at multiple datacenter locations and collaborate with offshore teams
What you will need to have:
- 6+ years of experience in leadership in an enterprise datacenter environment
- 5+ years of experience using ticketing systems such as ServiceNow
- 3-5 years of experience in Mainframe Operations: TSO, CA7, Control M, JCL
- Bachelor’s degree in a related field or an equivalent combination of education, military, and work experience
What would be great to have:
- Experience with transmissions: Connect Direct/NDM and SFG
- Thorough understanding of the ITIL model: Incident Management, Change Management and Problem Management
Important info about this role:
- Occasional travel of up to 10% may be required.
- Must be willing to work flexible hours, including nights, weekends, and holidays, as needed to support 24/7 data center operations.
- All offers of employment are contingent on standard background checks. Fiserv and certain of its affiliated companies are federal, state and/or local government contractors. Should this position support a Federal Government contract, now or in the future, the successful candidate will be subject to a background check conducted by the U.S. Government to determine eligibility
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