Business Technology Operations Process Manager
Location:
New Albany , Ohio
Posted:
November 25, 2017
Reference:
P180631
The BT Operations Process Manager provides holistic oversight for change and incident activities of a shift within the Command Center.Responsibilities:Oversee daily activity by shift for Analyst and Sr. Analysts to ensure resolution of incidents for all Discover towers.
  • Ensure IMs are adequately assigned and managing Enterprise Incidents.
  • They ensure that responsible owners of applications or infrastructure are engaged to drive resolution per CSMG.
  • Ensure Changes are being coordinated, tracked, and validated.
  • Reduce CC MOD / CC DOD workload on 3rd shift. Provide umbrella overview of changes and production impacting events for shift and turn over to incoming shift.
  • Coordinate with other Run teams (Service Desk, Event Management, Problem Management, and Change Management) on inbound and outbound work streams.
  • Review CAB outputs for upcoming change activity. Oversee Change implementations on day to day basis.
  • Relate known outages/maintenance (from changes) to reported impact Partner with PMs / release coordinators on AD and Infra.
  • Coordinate major change activity.
  • Provide updates on management bridges on current infrastructure issues and actions being taken.
  • Prepare and provide turnover for incoming shifts of the current environment state and any special circumstances. Authoritatively and confidently guide high priority incidents to resolution; may be called upon to make decisions on behalf of the management in the heat of the moment that may have production impacting implications.
  • Sends alert communications within CSMP guidelines to BT and Business executive management giving details of the incidents. Provide guidance to junior Analysts as Subject Matter Experts in Incident Management policy and procedures.
  • Oversee daily activity by shift for Analyst and Sr. Analysts to ensure resolution of incidents for all Discover towers.
  • Coordinate with other Run teams (Service Desk, Event Management, Problem Management, and Change Management) on inbound and outbound work streams.
  • Audit individual Analyst and team performance against established SLA and SOPs for Incident resolution. Inform and seek guidance from Sr. Manager or Command Center Manger on Duty as Incident priority / impact escalates.
  • Ensure Ready for Business and End of Day reporting processes including awareness of all application and infrastructure changes, producing performance reports for Level 0 and Level 1 BT support groups are completed.
  • Creation of Incident Timelines that reflect key check points and activities. Ready for Business and End of Day reporting processes including awareness of all application and infrastructure changes, producing performance reports for Level 0 and Level 1 BT support groups.
  • In conjunction with the problem management function, identifies and document any known issues.
  • Proactively identify service improvement or efficiency initiatives to ensure consistent handling and timely resolution of all incidents.
  • Identify service improvement or efficiency initiatives to ensure consistent handling and timely resolution of all incidents. Looks for ways to automate processes on a continual basis.
  • In coordination with Problem Management, assist with statistical evaluation of incidents to include frequency/duration of incidents, incident categorization/prioritization and resolution.
  • Promote a risk-aware culture, ensure efficient and effective risk and compliance management practices by adhering to required standards and processes.

Skills
* Bachelor's Degree OR equivalent work experience in lieu of a Bachelor's degree* 5+ years' work experience* Must have Help Desk/Call Center experience
About Us
Since Discover launched in 1986, we've made a business of redefining the credit card industry for the better. We were first to have no annual fee, first to offer cash rewards, first to provide 24/7 customer service, and we rank #1 in customer loyalty. As a Fortune 500 company, we strive to provide our employees with an environment where they can contribute in a way that's different from other large institutions. If you're looking for a place to make a difference and let your voice shine through, we'd love to meet you.

Apply today at discover.com/careers.
Discover Financial Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, among other things, or as a qualified individual with a disability. #LI-VF1 We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

A little about us:
Discover is one of the most recognized brands in U.S. financial services. We’re a direct banking and payment services company built on a legacy of innovation and customer service.

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