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Consumer Card Executive Director

Req #: 170059734
Location: Wilmington, DE, US
Job Category: Technology
Potential Referral Amount: 0 US Dollar (USD)
The Production Operations Director will be a thought-leader, critical in supporting our market leading position by ensuring a consistent, always available customer experience.  The successful candidate will be a key to delivering new market capability and delivering seamless experience changes to our customers in a real time environment.
This position is global in reach, working with teams across the US and India.  Our business is highly innovative, and technologies we rely upon are ever changing.  Our teams are agile in nature, and are rapidly taking on new capabilities, tools and methods including Automation, DevOps, Continuous Integration and Cloud.  Successful candidates will demonstrate technical acumen across a broad reach of technologies, and have the proven ability to adapt to an ever changing environment.
Position Summary
As a member of the Consumer Payments Technology team the successful candidate will own end to end production management operations including incident, change and problem management partnering with both directs and shared services.  
This position will be responsible for the following
  • Implementing proven practices for supporting critical high availability systems.
  • Continuous improvement – Proactive identification and delivery of engineered solutions that eliminate recurring production issues, monitoring and alerting capabilities, manual task elimination, ticket/false alert reduction.
  • Train existing and hiring new talent to build a team of subject matter experts that are available 24 x 7 that are both proactive and responsive to production stability efforts.
  • Automation – Leading and driving the identification and implementation of automation opportunities across the application and infrastructure environment
  • DevOps – providing an holistic view of the technical environment end-to-end, reaching across functional borders to increase collaboration and effectiveness
  • Continuous Integration – participation in Agile teams to enable swift and secure continuous integration that is Production ready
  • Application Optimization - in partnership with AD, identify redundant points of interaction, wasted resource consumption and proactively identify customer experience issues
  • Resiliency – Engineer modern deployment methods and drive remediation of resiliency gaps, partner with Application Development to drive resolution, and own the acceptance of the result.
  • Delivery –participate in architectural design reviews to ensure Production considerations and non-functional requirements are understood included in stories and definition of done.
Skill Requirements:
  • Minimum 10 years of in an IT Command Center or IT Operations supporting role.
  • Financial management of cost including budget, forecasting and expenses.
  •  Experience managing 24 x 7 follow the sun support models with smooth shift transitions for zero disruption.
  • Experience in managing both scripted and non scripted support teams.
  • Experience with knowledge management support systems and discipline in leveraging them for issue triage.
  • Experience in defining needs, implementing and managing monitoring solutions and dashboards.
  • Expert communication skills, both verbal and written, with the ability to lead/manage large conference calls.
  • Strong collaboration and influencing skills
  • Experience managing active / active sites with zero downtime requirements and capabilities.
  • Strong understanding of Service Level Agreements and reporting on performance towards meeting them.
  • Strong coaching skills to lead customer facing staff on troubleshooting and professionalism to meet customer expectations.
  • Understands and has a proven track record in Production Management roles, responsibilities, nomenclature, tools, processes and procedures around incident, problem, change, hygiene, capacity, monitoring, and documentation.
  • Highly collaborative – Strong experience working with and influencing cross functional teams on processes, procedures, culture, tools, etc.
  • Change Agent (willing to challenge the status quo); strong drive for continuous improvement.
  • Proven track record of independently driving and implementing organizational change at scale.
  • Professional courage - takes on issues and challenges, calls it like s/he sees it.
  • Deals well with ambiguity, can shape and define the future, take an idea and make it reality.
  • Focus and judgment - can separate mission critical from "nice to haves“.
  • Strong organizational navigation skills, politically aware and agile, can influence outcomes based upon well reasoned views and arguments.
  • Strong metrics analysis skills, with ability to draw conclusions based on data.
  • Execution / Delivery oriented; Creative Problem Solver.
  • Strong written and verbal communication and presentation skills.
  • Stratus and or Tandem experience a plus.
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