At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference.
What is the role?
Direct oversight of employees and contracted staffing positions providing operational support and service delivery within integrated service based teams. Primarily focusing on ensuring the highest level of technology availability through tactical and strategic problem solving, proactive issue tracking, incident management and problem management. While also providing insight and coaching/mentoring to evolve and optimize service delivery. Focus on operational best practices and resiliency including; service delivery, cost efficiency, and support team capability enhancement. Identifies efforts to execute the correct balance of tactical and continuous improvement efforts to deliver and improved and more sustainable level of support related services.
Develop and maintain relationships with key global external partners dealing with infrastructure support, as well as maintain relationships with internal services owners, product managers and product owners Demonstrate ability to influence: must build credibility and trust with key technology and business leaders, and create confidence that his/her guidance or influence is essential to the success of the operational support based services. Accountable for managing the risk of technology decisions with regard to operational support based services of contracted staffing positions. Accountable for the escalation and resolution of Service Management incidents and problems to assure systems are operating and meeting published service levels as defined by the ITIL Service Management methodology. Must interact with IT and business areas to lead and resolve unique or complex service management issues and serve as a liaison to the business. Accountable for creation of and adherence to operational best practices and an understanding of business needs to improve infrastructure based support, resiliency and recoverability. Accountable for motivating team members and influencing them to take positive action and accountability for their assigned work. Accountable for identifying and resolving issues and conflicts as they relate to operational support. Ensure regular and clear communication to align priorities of various team members and partners at local and global levels. Review the performance of operations and identify opportunities for service improvements, optimization, resiliency, security and automation opportunities. Lead, support and coach team members, in multicultural global (and remote) environments. Demonstrate ability to understand business processes, key performance indicators, performance trends and how they bring value to our clients Ability to develop standard operating plans and procedures, and coach others in their use.
Bring your best! What the role needs:
- Bachelor’s Degree in Computer Science, Information Systems or related field, or an equivalent combination of education and work experience
- Minimum 6 years of experience in Database Administration or Systems Engineering.
- Experience should include demonstrated expertise in: 1. Service Management (ITIL)
2. Engineering and Operational Support standards and best practices
- Proven ability to influence, negotiate and persuade vendors, team members, other technology areas and business clients.
- Proven ability to lead teams through complex technical decisions and build consensus around technical direction.
- Ability to set priorities for scope, risk and quality of technology solutions to meet business needs
- Proven ability to effectively communicate issues and solutions across all levels of the organization
- Experience working in Agile & Scrum models with a focus on CI/CD
This job is not covered by the existing Collective Bargaining Agreement.
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We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.
FIND YOUR FUTURE
We’re excited about the potential people bring to Northwestern Mutual. You can grow your career here while enjoying first-class perks, benefits, and commitment to diversity and inclusion.
Flexible work schedules
Employee resource groups