Associate Manager, Technical Operations

• Provide strategic and tactical direction for highly complex dispersed data center activities to include mainframe and distributed batch and file transfer service delivery and processing, scheduling, environment build and analysis, performance / tuning analysis and reporting. Manage the development, implementation and maintenance of high volume, mission critical IT processes required to provide leading services across multiple mainframe and distributed environments.
• Lead and inspire technical teams and leaders across multiple intersecting platforms to achieve goals through innovation, quality and excellence within a 24x7x365 environment. Establish policies, procedures and practices to ensure the meeting of both internal and external expectations.
• Measure, report on, and analyze activities to ensure that all commitments are met or exceeded and proactively identify and address trends. Accountable for mainframe and / distributed operational commitments with clients being delivered as outlined in service level agreements. Receive and analyze reporting on service level requirements. Oversee the resolution of escalated issues impacting service level. Create strategies to appropriately manage systems and resources, ensuring requirements are met. Analyze performance data to measure productivity and sets parameters to judge how efficiently and effectively the processes are operating.
• Provide global support utilizing technical knowledge of mainframe and distributed processes for all internal and external customers. Facilitate global incident resolution, environment analysis and strategic planning for processes within scope. Streamline and automate all processes as necessary to achieve the most efficient use of extremely expensive computer and human resources.
• Establish working relationships with internal and external senior management contacts to communicate on critical issues, negotiate service levels, resolve escalated issues, mitigate risks and improve processes. Engage as the senior most point of escalation to resolve the most complex issues, directing proper response to issues, approving necessary changes or remediation, suggesting changes to correct recurring issues, and proactively identifying improvements to the processing environment and the customer experience.
• Design and implement workflow systems to process the high volumes of incoming requests. Design and implement proper change control rigor. Oversee the assignment of work so that the team delivers the requests on time but in the most efficient manner possible.
• Perform vendor management functions for major hardware and software providers. Facilitate quarterly briefings to discuss vendor performance, new product reviews and services and completes vendor scorecard reporting. Participate in strategic direction meetings with vendors.
• Prepare, manage and execute multiple cost centers with annual budgets to support operations and global scheduling, reporting and file transfer and mainframe automation.
• Guide teams to continuously improve processing and ensure the clients experience world class services.
• Ensure documentation for internal audits, client reviews and other regulatory compliance reviews is prepared and available. Accountable for department compliance and alignment with security, legal and industry standards. Ensure remediation plans for findings in area of responsibility and insure plans are implemented within approved timeframes.
• Provides leadership and vision to staff in the development of disaster recovery and business continuity processes to support critical business services.
• Not an exhaustive list; other duties as assigned

• Bachelor's Degree; Relevant Experience or Degree in: related field of study from an accredited university is preferred. Relevant experience in lieu of a degree will be considered.
• Typically a minimum of 4 years related professional experience

• None Identified

• Scope - Responsibilities - Responsibilities involve predetermined work assignments at the sub-department / functional specialty level.
• Planning Horizon - Planning horizon is not applicable or a few weeks / months.
• Reporting Relationship - Typically reports to a Manager or Senior Manager.
• Problem Solving Requirements - Problems are routine and straightforward. Manager guidance is available.
• Span of Control Accountability - Typically supervises five or more administrative / call center / production team members. Participates in performance management and other staffing decisions.

Global Payments