Manager Technology Operations

Provide day-to-day leadership and direction to a technology operations team (may be comprised of employees, contract personnel and/or vendor partner resources) dedicated to a portfolio of technical business applications and/or services, including: operational maintenance, production support, front-line management of incidents, development support, and proactive/preventative analysis (to include solution ideation, recommendation and implementation). Serve as point-person and operational expert for issues, needs and projects regarding or related to area of responsibility.

Key Responsibilities

• Participate in change management process and approve technology and service changes; ensure balance between business requests and impact/risk. Assist in establishing technology/service goals and reporting needs. Participate in transition of technology and services into production support. Develop call scripts, monitoring procedures and break/fix documentation. Collaborate on system health evaluations to address performance issues and establish action plans (internal and/or vendor).
• Provide end-to-end oversight of critical incidents. Coordinate efforts of support teams (internal and/or vendor) to drive service restoration targets. Liaise with technology teams to develop corrective action or workarounds to resolve incidents. Ensure action plans are in place to address recurring issues, including escalation and effective hand-off to other technology teams as required. Ensure compliance with incident management processes and procedures. Provide on-call support.
• Provide insight into operational requirements and funding conversations. Participate in the budget and project planning process by providing accurate estimates of work, resources required, scope and cost as it relates to area of responsibility. Review vendor/supplier invoices, as applicable, to ensure services provided/business activity translates accurately to spend.
• Serve as the primary contact for assigned function/portfolio. Monitor and perform routine performance/service-level audits to ensure optimal utilization. Execute scheduled and unscheduled operational maintenance tasks. Develop processes, work streams and maintenance schedules. Ensure escalation processes are in place and utilized. Collaborate with technical teams, business partners, and vendors to advocate for assigned services/technologies, ensuring stable operations/production environment.
• Provide oversight and leadership to a technology operations team (may include employees, contract personnel and/or vendor partners and their resources). Delegate work to ensure effective execution of team/function deliverables. Ensure knowledge transfer and cross-training of team members to effectively support the business. Develop and maintain a high-performing team through effective hiring, vendor partner management, coaching and performance management. Champion policies and standards.
• Primary day-to-day liaison with suppliers and vendors for assigned portfolio of applications/services. Monitor, review and report on progress against technology goals/needs (metrics and measures). Provide feedback based on execution and delivery of services. Work with vendors, technology and the business to establish and review service level agreements/objectives (SLA/Os). Work in conjunction with vendors to ensure service commitments are maintained.
• Maintain up-to-date skills in relevant technologies. Participate and provide input into the selection, implementation and use of tools and best practices. Establish and maintain effective and productive working relationships with business partners, vendor partners and service providers, as well as other teams across technology (e.g. peers in operations, application development). Maintain a broad understanding of business, business needs, and how assigned technologies drive and support the business.

Data Collection, Tracking & Analysis

• Use a variety of data collection techniques and systems to collect technology operations performance data.

• Analyze to draw accurate conclusions regarding performance, trends and issues (current and/or potential).

• Monitor compliance with defined SLA/OLA’s.

• Monitor consumption/usage metrics to understand trends to assist in the effective management of vendor partners (as applicable).

• Perform trend analysis to identify cause of performance and/or usage issues.

Continuous Improvement

• Work with application teams to determine the impact of application changes to the monitors configured for an application and determine if any changes or additions are required.

• Assist teams in identifying monitoring requirements and implementing the appropriate monitors to achieve the desired results.

• Use experience, expertise and data analysis to collaborate with manager and team members in the identification of corrective action to increase efficiency, improve performance and meet or exceed targets.

Required Qualifications

• Bachelors degree or equivalent in Computer Science, MIS, or related field.
• 15+ years of relevant experience required.
• 5+ years of experience providing day-to-day oversight/supervision to a team of technical employees and/or vendor partner resources.
• 10+ years of broad technical experience with proven expertise in several of the following areas: servers, application monitoring tools, Pega.
• Experience and subject matter expertise in production support specific.
• Mandatory: Should have adequate exposure & proficiency in managing VMware vSphere 7.x environment (clusters/farms).
• Mandatory: Should have adequate exposure & proficiency in managing OS ( Windows, RHEL)
• Mandatory Should have adequate experience & skill in manage Cisco, Dell & HP Hardware.
• Mandatory Should have adequate experience & skill in manage AWS Cloud Environments & Hybrid Environment.
• Mandatory Should have adequate experience & skill in manage hyperconverged devices.
• Exposure to Storage, Backup Platforms & technologies.
• This role will have rotational shifts primarily the Morning(6:30 AM) and Evening (4:45 PM) shift.

Preferred Qualifications

• Certifications preferred: AWS certification.
• Direct people-management experience to include performance management.
• Strong written and verbal communication skills with the ability to translate technical information to non-technical audiences and vice versa.
• Excellent problem detection and determination skills in multiple functional infrastructure/application areas.
• Strong customer service orientation.
• Proven experience creating, championing and maintaining processes, procedures and policies.
• Experience working in the financial services industry or other similar, highly regulated environment.

About Our Company
Ameriprise India LLP has been providing client based financial solutions to help clients plan and achieve their financial objectives for 125 years. We are a U.S. based financial planning company headquartered in Minneapolis with a global presence. The firm’s focus areas include Asset Management and Advice, Retirement Planning and Insurance Protection. Be part of an inclusive, collaborative culture that rewards you for your contributions and work with other talented individuals who share your passion for doing great work. You’ll also have plenty of opportunities to make your mark at the office and a difference in your community. So if you're talented, driven and want to work for a strong ethical company that cares, take the next step and create a career at Ameriprise India LLP.

Ameriprise India LLP is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, genetic information, age, sexual orientation, gender identity, disability, veteran status, marital status, family status or any other basis prohibited by law.

Full time

(2:00p-10:30p)

AWMPO AWMP&S President's Office

Technology