Senior Manager - Messaging Operations

Ameriprise Financial Services, LLC • Minneapolis, MN

8d • $120,000 - $155,000

About The Position

Operational owner for enterprise email platform supporting all users in a 24x5 global support model.

Requirements

• Bachelors degree in Computer Science, MIS, or related field; or equivalent work experience.
• 7-10 years of relevant work experience required.
• 4+ years of experience providing day-to-day oversight/supervision to a team of technical employees and/or vendor partner resources.
• 5-7+ years of broad technical experience with proven expertise in a majority of the following areas: Mainframe technology, DB2, IMS, networks, hardware, operating systems (z/OS, Windows, UNIX, Linux, Hybrid Cloud), virtualization software, middleware and related base build infrastructure and software.
• Experience and subject matter expertise in the Mainframe computing environment, as well as platform related experience.
• 4+ years of experience and proven success identifying and implementing opportunities for improvement to configurations, procedures and process to enable greater availability, capability and efficiency.

Nice To Haves

• 5+ years of hands-on experience administering or engineering Microsoft 365 in an enterprise environment, with depth in Exchange Online and Exchange Server and working knowledge of SharePoint Online, OneDrive, and Teams.
• Experience leading enterprise messaging or collaboration operations, including incident and escalation management, change control, and SLA accountability.
• Strong knowledge of Microsoft Entra ID / Active Directory, Windows Server, DNS, and hybrid or public cloud infrastructure.
• Working knowledge of email security and authentication controls, including SPF, DKIM, DMARC, Defender for Office 365, and email security gateways such as Cisco Secure Email.
• Familiarity with PowerShell scripting and automation.
• 2+ years of direct people-management experience to include performance management, ideally leading distributed onshore and offshore teams.
• Certifications preferred: ITIL Foundation; Microsoft 365 Certified (Administrator Expert or equivalent).
• 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, with a 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.

Responsibilities

• Provide oversight and leadership to the Messaging operations team, including employees, contractors, and vendor partner resources across U.S. and India locations. Delegate work to ensure effective execution of team and function deliverables.
• Own the day-to-day operational health of Exchange Online, on-premises Exchange, email gateways, and Outlook client services supporting the enterprise user base.
• Manage incident, problem, change, and request processes; ensure SLA performance, quality escalation handling, and clear executive-level incident communication.
• Own and administer a fair, sustainable 24x7 on-call rotation with predictable coverage and cooldown periods across onshore and offshore staff.
• Partner with Information Security and Compliance on email security controls - anti-spam and anti-phishing filtering, anti-spoofing, Safe Links and Safe Attachments, encryption, quarantine, and archiving.
• Lead technical delivery of platform projects and migrations (for example, Exchange version uplifts, cloud landing zone moves, domain onboarding, and business onboarding or divestiture work), coordinating scope, resourcing, and timelines with project management partners.
• Participate in the change management process to approve technology and service changes, balancing business need against impact and risk.
• Ensure disaster recovery plans, runbooks, break/fix documentation, and monitoring procedures are current, tested, and audit-ready.
• Develop and maintain a high-performing team through effective hiring, coaching, skills assessment, cross-training, succession planning, and performance management.
• Manage vendor and supplier relationships, including escalations, roadmap reviews, and invoice and service validation.
• Contribute to budget and project planning with accurate estimates of work, resources required, scope, and cost; identify and act on automation and efficiency opportunities.
• Establish technology and service goals, reporting, and metrics; present operational and engineering reviews to senior leadership.
• Champion policies, standards, and licensing and capacity governance across the messaging and collaboration estate.

Benefits

• vacation time
• sick time
• 401(k)
• health, dental and life insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Senior