Position reports to Director, Mainframe Operations.

Key Areas of Focus for this Role

Service Delivery Excellence

• Manage overall delivery & support process across multiple initiatives to ensure sustainable Mainframe Operations practice which includes automation, process documentation, production support, optimization & monitoring

• Ensuring that the client' infrastructure and its services are up and running meeting predefined SLA

• Provides technical inputs & guidance for any significant projects

• Assesses the various risks on delivery and plans to mitigate these risks

• Escalates issues where necessary provide suggestions/input mitigation for high risk situations

• Assisting in building capabilities within the portfolio/span of control to meet demands as per the client or stakeholder context

• Assisting with adjusting the supply (skill and scale) as demand changes

• Creates an environment and culture of knowledge sharing and re-use

Client Focus and Relationship Management

• Takes feedback and builds and implements action plans on an ongoing basis to ensure high levels of client satisfaction

• Demonstrates understanding of client'/stakeholder's business context, their products and services, partners and alliances, competitive landscape, future plans

People Management and Leadership

• Manage and lead a team of service-oriented professionals across multiple disciplines, including planning and allocating of resources, developing, coaching and mentoring employees and managing performance to deliver service outcomes and continuous improvements

• Enables ongoing competency development of the portfolio/span of control

• Assist in identifying training needs and ensures that every member has training and certification plans and all trainings happen as per these plans

• Personally, spend adequate time on coaching and mentoring the next level of employees

• Communicates on organization policy or processes e.g. appraisal or promotion process

• Counsels people where there are issues regarding appraisals, promotions etc.

• Focuses on career planning of all the next level in his/her portfolio/span of control by:

o Implementing various listening mechanisms to capture aspirations of employees - these could be formal or informal mechanisms

o Creating and providing opportunities for individuals to be able to show-case their talent and potential

o Works with teams across functions to ensure hiring of the right resources

o Attrition management and assisting in working on retention strategies

Operational Excellence

• Manages & provides governance for the day to day delivery operations of Ensono Mainframe Operations

• Regularly reviews the attainment of service levels (SLAs) and drives the service owners/Managers and Team leads to deliver at the committed quality

• All portfolio/span of control activities are driven to achieve the portfolio/span of control level goals and scorecards w.r.t planning, monitoring and reviewing

• Creates a focus within the portfolio/span of control for continuous service improvement by setting higher goals on quality and productivity and then tracking them to ensure that these goals are met

• Aligns and implements various processes and reports to manage on-going operations

• Assist in driving accountability and continual service improvements through reviewing support practices and performing trend analysis on key operational metrics, ensuring a high focus on end to end client experience

• Ensures that data in all systems & dashboards is accurate at all given points in time

What the Ideal Candidate Brings to this Role

Required Qualifications help to assure new Associates are set up for success in their role with Ensono. To be considered for this career opportunity, it is important that you meet all Required Qualifications. Candidates that may meet some, but not all, Other Qualifications are still encouraged to apply.

Required Qualifications

• 10+ years of related experience with a bachelor's degree. Relevant work experience will be considered in place of a bachelor's degree. Or 15+ years as a senior-level operator in an environment that runs large scale Mainframe Operations teams

• Preferred - Understands the competitive landscape from both a business and technical perspective

• A successful candidate is one who thrives in a fast-paced environment, has customer obsession, thinks big, and knows how to simplify.

• The ideal candidate has strong leadership qualities coupled with technical background in managing various Mainframe Operations technologies, constant thrive for improving user experience, building self service capabilities, love to learn new technologies, passionate about speed of execution.

• Demonstrated success leading Mainframe Operations support teams in a 24/7 mission critical environment

• Deep understanding and demonstrated ability to adapt to complex business environments and situations.

• Excellent communication (verbal, written and technical translation) skills

• Experience in maintaining IT Infrastructure policy, programs, procedures, standards as well as adherence to existing Service Level Agreements (SLA's)

Why Ensono?

Ensono is a place we unleash Associates to Do Great Things - for our clients and for your career. This could mean achieving a professional goal, collaborating with your team on an innovative idea, learning a new skill, reaching a wellness milestone, or engaging in your community through volunteer programs. Whatever it means to you, we want Ensono to be the place where you can do great things.

• We value flexibility and work-life balance. Positions that are not required to be onsite to support a client may offer the ability to work remotely or hybrid at an Ensono office location.

• Unlimited Paid Day Off (PDO) Plan

• Two robust health plan options through Blue Cross Blue Shield

• 401(k) with a generous company match

• Eligibility for dental, vision, short and long-term disability, life and AD&D coverage, and flexible spending accounts

• Depending on location, ability to take advantage of fitness centers

• Wellness program

• Flexible work schedule

Ensono is an Equal Opportunity/Affirmative Action employer. We are committed to providing equal employment to our Associates and building a diverse and inclusive workforce. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or other legally protected basis, in accordance with applicable law.

Pay transparency nondiscrimination statement/posting OFCCP's pay transparency policy can be found on OFCCP's website.

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