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    Manager of Technology Operations - Minneapolis, United States - Ameriprise Financial

    Ameriprise Financial
    Ameriprise Financial Minneapolis, United States

    2 weeks ago

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    Description


    Ameriprise Financial has an exciting new opportunity for a Manager of Technology Operations to join our growing team This role will provide day-to-day leadership and direction to a technology operations team dedicated to a portfolio of technical business applications and services, including operational maintenance, production support, front-line management of incidents, development support, and proactive/preventative analysis (to include solution ideation, recommendation and implementation).

    You will also serve as point-person and operational expert for issues, needs and projects.


    Key Responsibilities:

    Participate in change management process and approve business technology and service changes; ensure balance between user requests and impact/risk.

    Assist in establishing service goals and reporting needs. Participate in transition of technology and services into production support. Develop call scripts, monitoring procedures and break/fix documentation. Collaborate on system health evaluations to address performance issues and establish action plans. Provide end-to-end oversight of critical incidents. Coordinate efforts of support teams to drive service restoration targets. Collaborate with technology teams to develop corrective action or workarounds to resolve incidents. Ensure action plans are established to address recurring issues, including escalation and effective hand-off to other teams as required. Ensure compliance with incident management processes and procedures. Provide on-call support. Provide insight into operational requirements and funding conversations.

    Participate in the budget and project planning process by providing accurate estimates of work, resources required, scope and cost as it relates to area of responsibility.

    Review vendor/supplier invoices, as applicable, to ensure services provided/business activity translates accurately to spend. Monitor and perform routine performance/service-level audits to ensure optimal utilization. Complete scheduled and unscheduled operational maintenance tasks. Develop processes, work streams and maintenance schedules. Ensure escalation processes are in place and followed. Collaborate with technical teams, business partners, and vendors to advocate for assigned services/technologies, ensuring stable operations/production environment. Provide oversight and leadership to a business operations team. Delegate work to ensure effective execution of deliverables. Ensure knowledge transfer and cross-training of team members to effectively support the business. Develop and maintain a high-performing team through effective hiring, vendor partner management, coaching and performance management. Champion policies and standards. Primary day-to-day liaison with suppliers and vendors for assigned business processes. Monitor, review and report on progress against technology goals, including metrics and measures. Provide feedback based on execution and delivery of services. Work with vendors, technology and the business to establish and review service level agreements/objectives (SLA/Os). Work in conjunction with vendors to ensure service commitments are maintained. Maintain up-to-date skills in relevant technologies. Participate and provide input into the selection, implementation and use of tools and best practices. Establish and maintain effective and productive working relationships with business partners, vendor partners and service providers, as well as technology partners (e.g. peers in operations, application development). Maintain a broad understanding of business, business needs, and how assigned technologies drive and support the business.


    Required Qualifications:
    Bachelors degree or equivalent in Computer Science, MIS, or related field. 5-7 years of relevant experience required. Experience providing day-to-day oversight/supervision to a team of technical employees and/or vendor partner resources.

    Broad technical experience with proven expertise in several of the following ar as:

    servers, networks, hardware, operating systems (Windows, UNIX, Solaris, Linux, AIX), virtualization software, middleware and related base build infrastructure and software.

    Experience and subject matter expertise in the web and distributed computing environment, as well as mainframe experience.

    Proven success identifying and implementing opportunities for improvement to configurations, procedures and process to enable greater availability, capability and efficiency.


    Preferred Qualifications:
    Leadership experience to include performance management. Knowledge of distributed actuarial modeling platforms like RiskAgility FM, FIS Prophet, or similar tools. Strong written and verbal communication skills with the ability to translate technical information to non-technical audiences and vice versa. Proven experience creating, championing and maintaining processes, procedures and policies. Experience working in the financial services industry or other similar, highly regulated environment.
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