Manager-Technology Operations at Ameriprise Financial in Minneapolis, MN

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Job Description
Provide day-to-day leadership and direction to a technology operations team (may be comprised of employees, contract personnel and/or vendor partner resources) dedicated to a portfolio of technical business applications and/or services, including: operational maintenance, production support, front-line management of incidents, development support, and proactive/preventative analysis (to include solution ideation, recommendation and implementation). Serve as point-person and operational expert for issues, needs and projects regarding or related to area of responsibility.
Responsibilities
Major Areas of Accountability: Product Improvement & Change Management ~~ Incident Management ~~ Operational Requirements ~~ Production Support ~~ Leadership ~~ Vendor & Service Level Management ~~ Maintain Skill-set & Relationships ~~ Financial Accountability Direct Expense $500K-1M
  • Participate in change management process and approve technology and service changes; ensure balance between business requests and impact/risk. Assist in establishing technology/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 (internal and/or vendor).
  • Provide end-to-end oversight of critical incidents. Coordinate efforts of support teams (internal and/or vendor) to drive service restoration targets. Liaise with technology teams to develop corrective action or workarounds to resolve incidents. Ensure action plans are in place to address recurring issues, including escalation and effective hand-off to other technology 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.
  • Serve as the primary contact for assigned function/portfolio. Monitor and perform routine performance/service-level audits to ensure optimal utilization. Execute scheduled and unscheduled operational maintenance tasks. Develop processes, work streams and maintenance schedules. Ensure escalation processes are in place and utilized. 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 technology operations team (may include employees, contract personnel and/or vendor partners and their resources). Delegate work to ensure effective execution of team/function 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 portfolio of applications/services. Monitor, review and report on progress against technology goals/needs (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 other teams across technology (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 (4-years) in Computer Science, MIS, or related field.
  • 5-7 years of relevant experience required.
  • 2+ years of experience providing day-to-day oversight/supervision to a team of technical employees and/or vendor partner resources.
  • 3-5+ years of broad technical experience with proven expertise in several of the following areas: 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.
  • 2+ years of experience and proven success identifying and implementing opportunities for improvement to configurations, procedures and process to enable greater availability, capability and efficiency.
Preferred Qualifications
  • Certifications Preferred: ITIL Foundation.
  • Direct people-management experience to include performance management.
  • 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.
  • 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.
About Our Company
Ameriprise Technology is a team of professionals who provide Technology solutions across the company. This includes corporate computing, network infrastructure solutions and security for the entire firm. Being part of our team also means partnering across the business to enable technology solutions and engaging digital experiences for clients, advisors, and employees. Our mission is to create technology that is reliable, simple, integrated and secure. We provide the tools, resources and support to help you forge a career that delivers more of what you want: recognition, rewards and work that makes a difference.
We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. The EEO is the Law poster is available here.
VEVRAA Federal Contractor
We request Priority Protected Veteran & Disabled Referrals for all of our locations within the state.

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