Manager - Technology Fusion Center Operations
About The Position
The Manager, Technology Fusion Center Operations is the subject matter expert responsible for managing and monitoring Bread Financial’s IT infrastructure. Most of the role is spent working in the Technology Fusion Center, SOC, and other operations environments, with a focus on incident management and remediation. The successful candidate is expected to be a continuous learner, adaptable, and a critical thinker. The manager analyzes and resolves IT incidents, coordinates with technical support groups, and helps ensure production-system availability and efficient processing. The position also leads staffing projections and development plans for front-line associates, trains less-experienced IT Command Center Analysts, and participates in an on-call rotation supporting 24/7 operations. This is an on-site position at the Easton office, five days per week, Monday through Friday, on the first shift from 7:00 AM to 3:00 PM EST. It is not eligible for remote or hybrid work. The position reports to a Director or above and has 6–10 direct reports.
Requirements
- High school diploma or GED.
- One cloud certification: AWS Cloud Practitioner, Microsoft Azure Fundamentals, or Google Cloud Digital Leader.
- 8–10 years of experience working in a network operations center, SOC, or other operations center environment.
- 3 or more years leading projects, mentoring, and/or coaching.
- Skills with Information Technology Infrastructure Library (ITIL), Microsoft Office, Microsoft PowerShell, monitoring tools, Network Operations Center (NOC) operations, Python, and the ServiceNow Platform.
- Must be authorized to work in the United States full time without current or future sponsorship.
Nice To Haves
- Bachelor’s degree in Information Systems, IT, Computer Science, or a related field.
- ITILv4 Foundations Certification.
- 10–13 years of experience working in a network operations center, SOC, or other operations center environment.
- 5 or more years leading projects, mentoring, and/or coaching.
Responsibilities
- Analyze, diagnose, and proactively resolve IT incidents; escalate issues to technical support groups as appropriate.
- Analyze system errors and take corrective action.
- Analyze and manipulate processing schedules in accordance with established procedures and service-level expectations.
- Collaborate with IT teams to develop solutions to known problems and ensure production-system availability.
- Communicate technical and operational policies, procedures, and best practices.
- Respond to complex problems escalated by leadership and provide clear executive-level updates on status, issues, and risks.
- Manage production systems to ensure efficient and effective processing.
- Perform testing as needed to confirm network availability and resiliency.
- Identify risks and communicate and mitigate them through Incident and Problem Management processes.
- Plan and execute staffing projections and development plans for front-line associates; document progress and implement corrective actions as needed.
- Serve as a subject matter expert and train less-experienced IT Command Center Analysts.
- Participate in the on-call rotation and demonstrate commitment to 24/7 operations.
Benefits
- Medical insurance
- Prescription drug coverage
- Dental insurance
- Vision insurance
- Basic and optional life insurance
- Supplemental medical plans
- Short- and long-term disability insurance
- Six weeks of 100% paid parental leave for eligible parents after a 180-day waiting period
- 401(k) plan with immediate enrollment eligibility
- 11 paid holidays
- Flexible Time Off (FTO) program
- Paid Sick and Safe Time (PSST)
- Company stock purchase option during offering periods in June and December
- Annual incentive bonus based on individual and company performance
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
