Senior Manager, IT Command Center Operations

Calling all innovators – find your future at Fiserv.

We’re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day – quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

Job Title

Senior Manager, IT Command Center Operations

What does a successful Senior Manager, IT Command Center Operations do at Fiserv? 
You will manage a 24x7, tier 1 operational team accountable for monitoring and reacting to issues for multiple mainframes in a complex global environment.  You will promote a positive environment focused on growth and development of the staff and ensure critical service deliveries are met.
 

What you will do: 

• Focus on team building: sett yearly goals and direction for associates, conduct performance assessments, and coordinate daily workload with your leads
• Manage a diverse tier 1 team responsible to monitor and support mainframe, batch, and file transmissions globally, focus on people management, incident management and team building
• Provide effective reporting to operations director and senior leadership and the ability to communicate technical concepts to non-technical employees
• Manage a global team and apply knowledge to coach and mentor team members as required
• Lead and drive severity 1, 2 and 3 incident calls; participate in root cause analysis and problem resolution
• Take responsibility for best practices and ensure all SOPs are in place, defined and adhered to by staff
• Manage a team of close to 20 employees at multiple datacenter locations and collaborate with offshore teams

What you will need to have: 

• 6+ years of experience in leadership in an enterprise datacenter environment
• 5+ years of experience using ticketing systems such as Service Now
• 3-5 years of experience in Mainframe Operations: TSO, CA7, Control M, JCL
• Bachelor’s degree in a related field or an equivalent combination of education, military, and work experience 

What would be great to have

• Experience with transmissions: Connect Direct, NDM and SFG
• Thorough understanding of the ITIL model: Incident Management, Change Management and Problem Management
• Experience with Moogsoft or an artificial intelligence (AI) observability platform
• Proficiency with Mainframe monitoring and management tools in a large-scale environment
• Experience with batch job processing, batch abend troubleshooting and batch job restart processes.

Important info about this role: 

• Occasional travel of up to 10% may be required.    
• Must be willing to work flexible hours, including nights, weekends, and holidays, as needed to support 24/7 data center operations. 
• All offers of employment are contingent on standard background checks. Fiserv and certain of its affiliated companies are federal, state and/or local government contractors. Should this position support a Federal Government contract, now or in the future, the successful candidate will be subject to a background check conducted by the U.S. Government to determine eligibility and suitability for federal contract employment for public trust or sensitive positions. Positions that support state and/or local contracts also may require additional background checks to determine eligibility and suitability. 

This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Maryland, New York, Nevada, Rhode Island or Washington.

Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.

Thank you for considering employment with Fiserv.  Please:

• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

What you should know about us:

Fiserv is a global leader in payments and financial technology with more than 40,000 associates proudly serving clients in more than 100 countries. As one of Fortune® magazine's "World's Most Admired Companies™" 9 of the last 10 years, one of Fast Company’s Most Innovative Companies, and a top scorer on Bloomberg’s Gender-Equality Index, we are committed to