The Mission Control Lead is part of the Service Availability Management function within Global Production Management. Mission Control provides a follow the sun support model to proactively manage, co-ordinate, and collaborate between multiple teams to maintain production stability for BAU as well as critical events and minimize IT interruptions. In this environment you'll be required to support on weekends and holidays to support the team's day to day activities.
What you will be responsible for
- Interact and Support Major Event Management, that provides event coordination services and promotes awareness and closely monitors an IT event to ensure service availability and stability.
- Interact and support Hypercare process that brings Operations and Engineering teams together to develop and execute improvement plans, perform proactive health checks, regularly meet to review status, and communicate progress to management for critical applications and services which have a high likelihood to have or have recently experienced instability issues.
- Interact and support Incident, Service Request, Problem & Change Aging Management process
- Interact and support Technology Modernization and Cloud transformation project deployments
- Facilitates Major Incidents investigations utilizing technical and business resources
- Communicate to a global audience, including executive management, providing details of the events and incident investigation.
- Interface with key stakeholders in a high-pressure environment, with the ability to engage individuals across a range of backgrounds and levels of seniority to understand what had happened and on reactive and preventative measures
- Analyze appropriate incidents and event tickets for trends and proactive problem management opportunities
- Maintain and enhance the documentation and communication of the Event Management Process
- Execute the daily operations of the Mission Control to ensure all product and services are executed flawless.
- Creating senior executive reports using excel and PowerBI and PowerPoint presentations for Senior management
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What we value
These skills will help you succeed in this role:
- Breadth of knowledge across infrastructure and application processes, areas, and technologies (Network, Security, Open Systems, Mainframe, Storage, Database, Middleware, Cloud, End User Computing, and Application)
- Ability and aptitude to pick up new technologies and procedures
- Strong communication skills (written, verbal and presentation).
- Demonstrated ability to succinctly identify and summarize key findings to various stakeholders.
- Ability to coordinate and communicate across multidisciplinary / multicultural teams across countries and regions
- Proven analytical and problem-solving skills
- Strong collaboration skills: ability to listen and understand without interruption and remain calm and composed, especially in stressful situations
- Good stakeholder management, able to work well under pressure and deal with demanding stakeholders across the business
Education & Preferred Qualifications
- Bachelor's degree in computer science or the equivalent field
- 5 years' experience in IT Service Management
Why this role is important to us
Our technology function, Global Technology Services (GTS), is vital to State Street and is the key enabler for our business to deliver data and insights to our clients. We're driving the company's digital transformation and expanding business capabilities using industry best practices and advanced technologies such as cloud, artificial intelligence and robotics process automation.
We offer a collaborative environment where technology skills and innovation are valued in a global organization. We're looking for top technical talent to join our team and deliver creative technology solutions that help us become an end-to-end, next-generation financial services company.
Join us if you want to grow your technical skills, solve real problems and make your mark on our industry.
About State Street
What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation we're making our mark on the financial services industry. For more than two centuries, we've been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.
Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary in locations, but you may expect generous medical care, insurance and savings plans among other perks. You'll have access to flexible Work Program to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.
Inclusion, Diversity and Social Responsibility. We truly believe our employees' diverse backgrounds, experiences and perspective are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome the candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift program and access to employee networks that help you stay connected to what matters to you.
State Street is an equal opportunity and affirmative action employer.
Discover more at StateStreet.com/careers
Salary Range:
$90,000 - $142,500 Annual
The range quoted above applies to the role in the primary location specified. If the candidate would ultimately work outside of the primary location above, the applicable range could differ.
Job Application Disclosure:
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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