Command Center Operations Lead - Quincy, United States - State Street

Description

Who we are looking for

Command Center Operations Lead
The Operations Lead role is a hybrid role as part of the Mission Control and Major Incident Management within the Global Production Management. Function provides a follow the sun support model that manages all aspect of the Production environment consolidating both Application and Infrastructure platforms by coordinating event management services and major incidents. In this environment you'll take the lead on the relevant projects and provide coordination and support of the teams day to day activities.

What you will be responsible for

As Operations Lead, you will:

• Interact and Support Major Event Management, that provides event coordination services and promotes awareness and closely monitors an IT event to ensure service availability and stability.
• Interact and support Hypercare process that brings Operations and Engineering teams together to develop and execute improvement plans, perform proactive health checks, regularly meet to review status, and communicate progress to management for critical applications and services which have a high likelihood to have or have recently experienced instability issues.
• Interact and support Incident, Service Request, Problem & Change Aging Management process
• Interact and support Technology Modernization and Cloud transformation project deployments
• Coordinate Major Incidents investigations utilizing technical and business resources
• Facilitate bridge calls along with representatives from internal and client infrastructure support teams and vendors to drive ownership, monitoring, tracking and communications of all event and incident records.
• Communicate to a global audience, including executive management, providing details of the events and incident investigation.
• Interface with key stakeholders in a high-pressure environment, with the ability to engage individuals across a range of backgrounds and levels of seniority to understand what had happened and on reactive and preventative measures
• Analyze appropriate incidents and event tickets for trends and proactive problem management opportunities
• Maintain and enhance the documentation and communication of the Event Management Process
• Responsible for managing shift rosters and maintain maximum resources availability for daily operations.
• Oversee the daily operations of the Mission Control to ensure all product and services are executed flawless.
• Responsible for training team members, including performance and monitoring progress towards goals.

What we value

These skills will help you succeed in this role:

• Breadth of knowledge across infrastructure and application processes, areas, and technologies (Network, Security, Open Systems, Mainframe, Storage, Database, Middleware, Cloud, End User Computing, and Application)
• Ability and aptitude to pick up new technologies and procedures
• Strong communication skills (written, verbal and presentation).
• Demonstrated ability to succinctly identify and summarize key findings to various stakeholders.
• Ability to coordinate and communicate across multidisciplinary / multicultural teams across countries and regions
• Proven analytical and problem-solving skills
• Strong collaboration skills; ability to listen and understand without interruption and remain calm and composed, especially in stressful situations
• Good stakeholder management, able to work well under pressure and deal with demanding stakeholders across the business

Education & Preferred Qualifications

• Bachelor's degree in Computer Science or the equivalent
• ITIL Version 3 Foundation Certified
• Minimum of 5 years of experience in Information Technology and Support
• Minimum of 5 years of experience working for a Financial Institution
• Minimum of 5 years of experience running a Global Operations team
• Minimum of 5 years of experience working in Incident Management

Why this role is important to us

Our technology function, Global Technology Services (GTS), is vital to State Street and is the key enabler for our business to deliver data and insights to our clients. We're driving the company's digital transformation and expanding business capabilities using industry best practices and advanced technologies such as cloud, artificial intelligence and robotics process automation.

We offer a collaborative environment where technology skills and innovation are valued in a global organization. We're looking for top technical talent to join our team and deliver creative technology solutions that help us become an end-to-end, next-generation financial services company.

Join us if you want to grow your technical skills, solve real problems and make your mark on our industry.

About State Street
What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation we're making our mark on the financial services industry. For more than two centuries, we've been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.
Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary in locations, but you may expect generous medical care, insurance and savings plans among other perks. You'll have access to flexible Work Program to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.
Inclusion, Diversity and Social Responsibility. We truly believe our employees' diverse backgrounds, experiences and perspective are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome the candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift program and access to employee networks that help you stay connected to what matters to you.
State Street is an equal opportunity and affirmative action employer.
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Salary Range:

The range quoted above applies to the role in the primary location specified. If the candidate would ultimately work outside of the primary location above, the applicable range could differ.