• IT Operations and Service Delivery Manager, VP

MUFG•Watermark - 410 North Scottsdale Road, NJ

5d•$123,000 - $191,000•Hybrid

About The Position

Responsible for supporting the Service Delivery Operations Department with day-to-day operations, business engagement support and program/project management. Extensive knowledge of IT Operations with a focus on ITSM (Incident, Change and Problem Management). Deep understanding of Application Operations and Support, Batch Operations, SLA Management and Critical Path Analytics, AWS Operations and Vendor Engagement. Will require knowledge and be able to function with technology applications supporting the portfolios which includes Service Now, CA7, Autosys, Dynatrace, Power Bi, Power Automate and operations monitoring systems. Will be driving Program and Project Management initiatives and requires the ability to provide management reporting, adhering to KPI’s and the ability to define metrics. Identify areas for improvement and ensuring adherence to established procedures. Working closely with management to implement and lead new projects as part of MUFG’s strategic vision. Strong communication skills, people skills and analytical skills.

Requirements

Requires 10+ years of in-depth IT Operations and Production Support knowledge
Experience in Enterprise IT operations, monitoring practices and technologies for successful IT service delivery
Highly Proficient with applying Service Operations/ITSM (Incident, Change and Problem) concepts to industry standard frameworks and leading best practices to improve business performance
Experience in preparing and managing KPI reports and metrics for a multi-functional team
SME in Process Automation and the ability to perform in a Business Analyst role working with Business Operations Teams to convert business requirements to technology designs
Experience in process documentation and data analysis and analytics
Highly Proficient in Project Governance and applying project management best practices. Inclusive of the tools to support these operations, preferably high degree of proficiency in JIRA
Experience in working with Application Management, Senior Executives and Line Managers in heavily matrixed environments with the ability to influence and drive change
Full understanding of ITSM principles and implementing best practices
Experience in ensuring a consistent process is in place for analyzing and processing notifications, warnings and alerts for Event Management, Health Dashboards and Reporting with an emphasis on Power BI and Power Automate platforms
Proficient in managing SLA Performance for both Infrastructure and Application portfolios
Ability to liaise with our business and application partners to drive Quarterly and Monthly Business Reviews to drive efficiencies and promote automation opportunities across teams
Strong working knowledge of AWS concepts and the building of processes to support on-premises and cloud-based solutions
Strong knowledge of Production Batch Scheduling, Transmission Services, Application Support
General knowledge of applications associated within this support function – CA7, CA Autosys, Sterling/File Transmissions, Service Now, Dynatrace
IT infrastructure, architecture and capacity planning
Large-scale enterprise infrastructure system development and integration
Strong written and verbal communication skills.
Proficient in Excel, Word and PowerPoint
Proficient with applying Service Operations concepts to industry standard frameworks and leading best practices to improve business performance
Bachelor's degree in Computer Science or a closely-related discipline, or an equivalent combination of formal education and experience

Responsibilities

Provides daily operational support inclusive of system monitoring, operational and application health reporting, batch scheduling, file transfers and all other activities involving the service delivery team, data center operations and business engagement teams.
Ensure that all tasks are performed during his/her shift in accordance to prescribed procedures.
Ensures that all problem incidents are properly documented and escalated as per department guidelines.
Has a working knowledge of batch job scheduling, both from an administration and tool engineering aspect, allowing for easier troubleshooting in event of product issues.
Works closely with application development and other infrastructure partners to test, implement and alter batch schedules and external transmissions to support the business needs.
Coordinates and governs with team leads and management departmental metrics and reporting in order to provide management with information on daily incidents and outages.