Technical Operations Manager
BNY MellonWellesleyUpdate time: June 28,2021
Job Description
Technical Operations Manager (TOM) Technical Operations Manager (TOM) is the primary client contact for requests, incidents, project management for all items on the Eagle ACCESS hosted platform and new D&A business technology stack. Candidate is the client advocate when working with internal resources within Eagle ACCESS and other departments with D&A to ensure client success and satisfaction. Candidate will require high level understanding of Eagle ACCESS infrastructure and supporting technology and Eagle Product knowledge. Candidate will develop strong, trusting, working relationship with client. S/he ensures the availability, performance, maintenance and support of a fast-paced, high volume, high availability and high growth environment. The TOM will need to understand high level business operational workflows, as well as, work to triage, and resolve, or escalate technical incidents to the appropriate assignment groups. Additionally, the TOM will be required to oversee the service catalog lifecycle for Eagle ACCESS hosted clients. With this expertise, the TOM will effectively advocate on behalf of their clients to resolve issues in a timely manner and thus exceed client expectations by providing extraordinary customer service. Responsibilities: Exceed client expectations by using product, technical and client expertise to effectively solve client issues in a timely manner. Coordinate investigations and responses by internal and external clients. Fully own escalated issues from inception to resolution to ensure resolution times meet client expectations. Participate in incident management, communications management, problem management, and service request fulfillment processes. Knowledge capture and transfer, assisting others in the implementation and use of Eagle software. Develop in-depth knowledge of service catalog workflows and identify continual service improvement opportunities by working with technical support teams. Develop in-depth knowledge of the ServiceNow ticketing system. Manage incidents and service requests through task submission, prioritization, and completion. Effectively communicate to internal and external clients by providing timely updates and setting realistic expectations. Assists in maintaining and supporting applications and their operating environments. Responds to alerts and follows standard procedures and documentation for issue resolution. Monitors applications and respond to incidents. Perform routine health checks and validations after changes or significant incidents. Perform diagnostics and troubleshooting for more complex issues. Escalate to second level application or infrastructure support when necessary. Implement automation for routine tasks. May mentor or provide guidance for junior team members. Contributes to the achievement of related teams' objectives MODIFIED BASED UPON LOCAL REGULATIONS/REQUIREMENTS Qualifications Bachelor's degree in computer science or a related discipline, or equivalent work experience required 4-6 years of experience in applications support or production environment required; experience in the securities or financial services industry is a plus Simple SQL query knowledge a plus. Strong Analytical and Troubleshooting skills Excellent multi-tasking skills with the ability to thrive in a fast paced, dynamic working environment Ability to prioritize multiple high priority issues and urgent requests. Strong communication skills to understand client requirements for requests/projects or problem statement on issues and clearly articulate to internal supporting teams. Ability to level set and communicate realistic expectations with client and deliver difficult responses. Experience working directly with clients on a regular basis from all levels of the organization. Proven ability to build strong relationships, both with colleagues and with internal and external clients. ITIL v3 Foundation certification a plus. Self-motivator with a strong work ethic, initiative, critical and strategic problem-solving skills Detail-oriented with strong organization skills Must be able to quickly gather and analyze data. Experience using Eagle products is preferred, but not required Experience working with a high volume ticketing system is a plus Prior ServiceNow experience a plus Flexibility to support market hours and do some after-hours work when necessary BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer. Minorities/Females/Individuals With Disabilities/Protected Veterans. Our ambition is to build the best global team – one that is representative and inclusive of the diverse talent, clients and communities we work with and serve – and to empower our team to do their best work. We support wellbeing and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums. Primary Location: United States-Massachusetts-Wellesley Internal Jobcode: 96249 Job: Information Technology Organization: Architecture And Data-HR16450 Requisition Number: 2111418
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