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Sr Manager - Technology Operations Center


Brooklyn Park, MN
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Job Description

Sr Manager - Technology Operations Center(Job Number:INF000BQT)

As a Sr. Manager in the Technology Operations Center (TOC), you will lead a team that is responsible for the monitoring and facilitated response of critical application and technology outages.  As a service owner in the TOC, you will also be responsible for driving an agile approach to continuous improvement projects and initiatives.  The key to the success of this position is having a guest-centric perspective, strong bias for action, great technical leadership and aptitude, influence without authority, excellent communication (written and verbal, formal and informal), ability to manage global crises, and a continuous improvement mindset. 
In this role, you will lead the team that operates the TOC as well as be the service manager responsible for delivering and driving continuous and increasing value for the services provided by the TOC.  You will play a lead role on major incidents ensuring rapid response and effective recovery.  
As a Sr. Manager, you’ll take the lead as you…
  • Manage the technology operations center, ensuring effective execution of the TOC’s services
  • Work across all TTS teams and product groups to drive restoration of critical outages
  • Design, build and execute technology and process solutions aimed at evolutionary and revolutionary solutions
  • Build and lead a team of service managers.
  • Leverage and lead the industry in innovative solutions to operations center and response management practices
  • Manage and execute against project/agile plan
  • Drive standards and best practices while collaborating with the team to promote operational effectiveness and efficiency
  • Advocate for technologies, frameworks, processes and guiding values aligned to Infrastructure and Operations architecture and engineering standards
  • Champion and maintain a supportive, respectful and inclusive team culture
  • Contribute to a telemetry and monitoring framework that provides increasing value over time
  • 8 years of technology engineering or operations experience
  • Strong sense of urgency and accountability
  • Strong command/control skills managing outages (Be bold and decisive)
  • Service-oriented mindset
  • Strong written and verbal communication skills with the ability to present complex technical information in a clear and concise manner to variety of audiences
  • Agile Mindset and experience
  • Experience operating within a complex environment
  • Strong influencing skills
  • Knowledge of modern enterprise infrastructure and platforms 
Desired Qualifications:
  • Experience in working in high-pressure, crisis management situations
  • Experience with incident and/or problem management disciplines
  • Strong process engineering/Lean/Kaizen experience
  • BS degree in Computer Science or equivalent
  • Experience working in an agile environment  

Primary Location: United States-Minnesota-Brooklyn Park
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