Senior Manager, Enterprise Problem Management

Overview

The Senior Manager provides leadership and direction through managers and is accountable for the performance and results of related teams/functions. Decisions are guided by division/department strategy and priorities. The Leadership impacts results of part of a division/department by providing support to impact the company. The Sr. Mgr. - Problem Mgmt. is responsible for the strategic direction of Problem Management focusing on identifying and managing the lifecycle of all events, incident, or problems.

Responsibilities

• Oversee managers and employees in Problem Management
• Establish and monitor key performance indicators, determine gaps in performance metrics, and recommend/execute change management techniques for efficiency/quality improvements
• Identify areas of improvement; determine solutions; implement enhancements/changes to improve operations, standards, and results
• Guide and analyze benchmarking, trend analysis and other input to drive continuous improvement, elevate service performance, and maximize operational efficiency Lead with Enterprise Architects and Product owners to determine and define the technical architecture and MVP cadence required to implement and support the service
• Expertise in platform engineering and collaborate with team in defining architecture; implement data contracts; identify potential risks to successful implementation
• Evaluates the performance and trends of assigned Anchor platform to business units, including defined KPI's and SLA's and ensures service levels are achieved in line with SLA's and SLO's
• Develops workforce strategy and resource plan (skills, competencies, team size) for corresponding Anchor Platform
• 5+ working experience in leading Platform engineering teams
• Lead with Enterprise Architects and Product owners to determine and define the technical architecture and MVP cadence required to implement and support the service
• Expertise in platform engineering and collaborate with team in defining architecture; implement data contracts; identify potential risks to successful implementation
• Evaluates the performance and trends of assigned Anchor platform to business units, including defined KPIs and SLAs and ensure service levels are achieved in line with SLA's and SLOs
• Develops workforce strategy and resource plan (skills, competencies, team size) for corresponding Anchor Platform

Qualifications

• Experience in leading, guiding and coaching professional staff
• Experience in resource allocation and management
• Experience in managing personnel and information technology resources
• Advanced knowledge of Service Life Cycle Advanced knowledge of Problem Management, Troubleshooting, SAFe, Product Management
• Effective in producing desired results and achieving goals and objectives
• Experience in working with all levels of staff, management, stakeholders, vendors
• Advanced knowledge of Problem Management tools such as ServiceNOW, POWERBI or other third party tools
• Advanced knowledge of automated systems
• Experience in developing and managing budget
• Serve as subject matter expert regarding group functions, systems, policies, and procedures. Support executive management in developing and executing strategic plans
• Advanced skill to effectively manage a remote distributed workforce across multiple locations and time zones
• Advanced skill to execute in a fast paced, high demand, environment while balancing multiple priorities
• Experience collaborating with leadership/executive colleagues to develop/execute corporate initiatives and/or department strategy
• 5+ years working experience in leading platform engineering teams Lead with Enterprise Architects and Product owners to determine and define the technical architecture and MVP cadence required to implement and support the service
• Expertise in platform engineering and collaborate with team in defining architecture; implement data contracts; identify potential risks to successful implementation
• Evaluates the performance and trends of assigned Anchor platform to business units, including defined KPI's and SLA's and ensures service levels are achieved in line with SLA's and SLO's
• Develops workforce strategy and resource plan (skills, competencies, team size) for corresponding Anchor Platform
• 5+ working experience in leading Platform engineering teams
• Lead with Enterprise Architects and Product owners to determine and define the technical architecture and MVP cadence required to implement and support the service
• Expertise in platform engineering and collaborate with team in defining architecture; implement data contracts; identify potential risks to successful implementation
• Evaluates the performance and trends of assigned Anchor platform to business units, including defined KPIs and SLAs and ensure service levels are achieved in line with SLA's and SLOs
• Develops workforce strategy and resource plan (skills, competencies, team size) for corresponding Anchor Platform
• Advanced verbal and written communication skills
• Effective skill presenting findings, conclusions, alternatives and information clearly and concisely
• Advanced analytical thinking skills to include summarizing information and clearly identifying key elements, patterns, results or relationships
• Effective skill relationship building, negotiation and facilitation skills
• Bachelor's Degree in Information Technology, Computer Science or other related field or the equivalent combination of education, training, or experience

Desired Qualifications

• Advanced Knowledge of NFCU operations, processes and procedures
• One or many of PMP, Agile or DevOps Certifications
• Advanced degree in Computer Science or related field

Hours: Monday - Friday, 8:00AM - 4:30PM

Location: 820 Follin Lane, Vienna, VA 22180 | 5510 Heritage Oaks Drive, Pensacola, FL 32526 | 141 Security Drive, Winchester, VA 22602

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