Technical Operations Manager

In person, 5 days a week at Raleigh, NC

At Ensono, our Purpose is to be a relentless ally, disrupting the status quo and unleashing our clients to Do Great Things! We enable our clients to achieve key business outcomes that reshape how our world runs. As an expert technology adviser and managed service provider with cross-platform certifications, Ensono empowers our clients to keep up with continuous change and embrace innovation. 

We can Do Great Things because we have great Associates. The Ensono Core Values unify our diverse talents and are woven into how we do business. These five traits are the key to achieving our purpose. 

HONESTY, RELIABILITY, COLLABORATION, CURIOSITY, PASSION 

Role Summary

What You Will Do: 

As a Technical Operations Manager , the successful candidate will be responsible for managing Mainframe and Distributed Data Center Operations shared/dedicated teams across various technologies like ITIL, JCL, Zowe, zOS, zVSE, ISPF, TSO, CICS, Control-M, TWS/IWS, CA7, etc., basic IBM utilities and other Mainframe Operations technologies as well some Distributed (Linux, Windows, Cloud) platform batch operations monitoring environments. A Data Center Operations Manager is responsible for rethinking the assumptions behind how traditional services are built and thinking about how to maintain, enhance and continuously improve Mainframe and Distributed Data Center Operations services best suited for our Ensono Operations as well as its function and interaction within a Global team matrix. You will draw from your technical and management expertise to mentor Associates, provide leadership on complex technical issues as required, and prioritize workloads, and work directly with customers and management as required. As the Manager of Data Center Operations you will influence our technical strategy, help hire competent Data Center Operators and perceive innovative new solutions for our customers.

Key Areas of Focus for this Role  

Service Delivery Excellence  

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

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

• Provides technical input & guidance for any significant projects 

• Assesses the various risks of 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 

• Take feedback and build and implement action plans on an ongoing basis to ensure high levels of client satisfaction 

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

People Management and Leadership 

• Lead, mentor, and manage a team of data center operations staff, including shift leads, technicians, and support personnel.

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

• Assist in identifying training needs and ensure that every member has training and certification plans, and all training happens as per these plans 

• Foster a culture of accountability, continuous improvement, and high performance. 

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

• US / India associates – Culture awareness and Maintain synergy between both teams 

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

• Implementing various listening mechanisms to capture aspirations of employees – these could be formal or informal mechanisms 

• Creating and providing opportunities for individuals to be able to showcase their talent and potential 

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

• Attrition management and assisting in working on retention strategies 

Operational Excellence 

• Manages and provides governance for the day-to-day delivery operations of Ensono Mainframe and Distributed Data Center Operations 

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

• Oversees the execution of standard operating procedures (SOPs) and compliance with company and client processes.

• Monitors and manages daily operations to ensure smooth, secure, and efficient service delivery, including proactive incident response, structured change management, and effective problem resolution.

• 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 

We want all new Associates to succeed in their roles at Ensono. That's why we've outlined the job requirements below. To be considered for this role, it's important that you meet all Required Qualifications. If you do not meet all of the Preferred Qualifications, we still encourage you to apply.

What You Will Need: 

• 10+ years of experience in mainframe operations, with at least 5 years in a leadership or management role. 

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience). 

• Proven ability to lead teams in a 24/7, mission-critical environment. 

• Ability to work overnight/3rd shift as required. 

• Thrive in a fast-paced environment, have customer obsession, think big, and know how to simplify.  

• Strong leadership qualities coupled with a strong technical background in managing various Mainframe Operations technologies, constantly strive to improve user experience, building self-service capabilities, love to learn new technologies, passionate about speed of execution, as well as managing Distributed batch environments. 

• Demonstrated success leading Mainframe Data Center 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, stakeholder management, and mentoring skills. 

• Strong understanding of IT security, compliance, and audit requirements. 

• 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 to make better happen – for our clients and for your career. You can do great things through innovation or collaboration, by learning or volunteering, or to promote diversity and inclusion. You can do great things for your own health or for a healthier planet. Whatever it means to you to do great things we want Ensono to be the place you can do it.    

We are a client-facing business, but we do encourage clients to allow us to work remotely most of the time so if you are not required to be on a client site, you can choose to work from home or in our Ensono offices.  

Some of our benefits include:  

• Unlimited Paid Days Off   

• Three health plan options through Blue Cross Blue Shield   

• 401k with company match   

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

• Paid Maternity Leave, Paternity Leave, and Sabbatical Leave  

• Education Reimbursement, Student Loan Assistance or 529 College Funding  

• Enhanced fertility coverage  

• Wellness program   

• Flexible work schedule   

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