Sr. Manager, FN Tech Solutions

ABOUT FNTS

As a nationally recognized Cloud Service Provider, FNTS has a proven history guiding our customers through their cloud journey. FNTS has a passion for all things multi-cloud and provides flexible cloud solutions, with a continued focus on orchestrating agility, transparency and IT optimization for our customers, all while keeping cost containment top-of-mind. With an elevated security posture consisting of layered security solutions, FNTS specializes in partnering with customers in highly regulated and compliance-driven industries.

Our culture and our employees are the heart of our story – and we’re committed to their success!  Please see below the details of this career opportunity and how it fits into our organization’s success.

Summary of the Job:

  

The Sr. Manager of Operations, Mainframe provides operational oversight for FNTS's comprehensive mainframe managed services supporting over 40 clients. This position is responsible for ensuring exceptional day-to-day service delivery, reliability, and optimization of all Mainframe customer environments. The Sr. Manager of Operations drives technical excellence and innovation while balancing operational stability and customer satisfaction.

About This Role:

 

Primary Responsibilities:

• Talent Management
  • Build and develop a high-performing team of z/OS Mainframe Engineers and Sr Engineers through thoughtful talent management in line with the FNTS Cultural Commitments
  • Cultivate professional growth through personalized mentoring and career development opportunities
  • Create an empowering work culture that champions autonomy, transparency, innovation, and continuous personal advancement
• Operational Excellence & Service Delivery
  • Oversee the day-to-day management and monitoring of Mainframe customer environments
  • Implement established best practices for monitoring, alerting, automation, and capacity planning
  • Ensure operational needs and projects for IBM Mainframe customers are identified and addressed within SLAs
  • Utilize IBM and ISV tools to monitor and optimize customer environments
  • Develop and maintain standard operating procedures that ensure consistency in service delivery
  • Keep informed of IBM Mainframe product updates relevant to day-to-day operation
• Process Improvement & Optimization
  • Implement continuous improvement strategies for Mainframe operations
  • Monitor and report on key performance metrics related to service delivery and customer satisfaction
  • Use available data (surveys, reports, dashboards, feedback) to identify opportunities to improve service quality
  • Work with team members to develop processes that support efficient and effective service delivery
  • Maintain operational documentation and knowledge management resources
• Customer & Stakeholder Engagement
  • Participate in customer calls as needed to address operational concerns
  • Ensure the team addresses tickets within established SLAs and follows internal processes
  • Collaborate with other FNTS teams to ensure coordinated service delivery
  • Communicate effectively with both technical and non-technical stakeholders

The Ideal Candidate for This Role: