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This position is responsible for providing leadership for a team providing event based monitoring, support and troubleshooting of a wide variety of technology issues, as well as ensuring clear documentation and communication of these issues to technical teams and leadership.As a Senior Manager in our Technology Operations Center, you will play a critical role leading teams focused on monitoring and diagnosing using event-based management for the technology operations of the organization. Leading teams of highly skilled engineers and technicians, your team will monitor, diagnose, and troubleshoot infrastructure leveraging experience and technical expertise to ensure the stability of Citizens business operations.Key Responsibilities:Recruits, hires and trains new Technology Operations Center personnel, preparing them for daily operationsAbility to analyze complex problems interpret operational needs and develop integrated solutionsProvide clear direction for Operations Center staff for day-to-day activities as well as alerting, monitoring and action neededPrepares Technology Operations Center performance reports by collecting and analyzing data driven metrics against key objectivesMaintains and improves Technology Operations Center efficiency and methodologiesCoaches and mentors employeesAbility to remain calm, organized and in control of technology incidents and situationsLead teams performing proactive monitoring of operational elements and alerts to identify those components/elements that are causing or may lead to service degradation or failureCollaborate with teams on monitoring and observability requirements to enable systems and applications event monitoring, escalate tickets to the appropriate engineering teams, and communicate/escalate events and outages to leadershipInteract with engineering teams and leadership in support of both routine and reactionary monitoring situations via email, tickets and phoneLead teams that are logging into a wide variety of tools and systems securely and within approved guidelinesEstablish and document escalation procedures for troubleshooting stepsReport and document actions taken, and any information collectedCollaborate with other engineering and IT teams to resolve incidents in stated SLA’sLead and coach teams offering technical support; leveraging knowledge of systemsAuditing technical support tickets; documenting patterns and trends as they emerge to proactively reduce downtime.Desired Profile:Experience successfully leading and operating a 24/7x364 Operations Center, inclusive of various technologies and people management, organizing resources and establishing prioritiesAbility to exercise a high degree of good judgement and independence while evaluating emergency and non-emergency situationsAbility to identify and understand issues, problems, and opportunities often with limited information, and make appropriate and timely decisionsStrong interpersonal skills and the ability to effectively communicate with a wide range of individuals and teams both technical and non-technicalStrong customer service skills8+ years of progressive work experience in operations center, network engineering, systems administration, or related field; experience troubleshooting and problem resolutionExperience engaging and collaborating with engineers or other technical personnel proactively and reactively as needed for problem determination and resolutionPromote and build a diverse and cohesive team to accomplish objectives and align associates’ skills to fill gapsExperience with Monitoring and Event ToolsWorking experience in the financial services industryWorking knowledge of one or more of the following:Monitoring and event management toolsVMWare ESX and Linux technologiesNetworking technologies, protocols, and conceptsStorage technologiesOperating Systems and diagnostic commandsBachelor's degree in Computer Science, Computer Engineering or related discipline or relevant experienceIs this job not quite the right fit? No worries, Meytier has hundreds of active, open jobs. Browse more opportunitieshere. If you’d like to connect with a Meytier champion for help in your job search, create an accounthere.