Lead production services for a geographically dispersed group, ensuring daily datacenter availability scheduling for both planned and unplanned maintenance across five production domains: Consumer Online, Mobile Banking, Merrill Wealth Online, Payments, and Merchant Services.
Oversee and review monthly maintenance requests, targeting less than 1% of requests causing unplanned customer impact.
Approve or deny all change requests impacting the five highlighted production domains.
Prepare comprehensive application deployment instructions, accounting for dependencies and operational capacity.
Collaborate closely with Release Management for scheduling, technical assistance, and documentation related to code deployments, including emergency requests.
Partner with various teams (network, application, workload management, problem management, and infrastructure support) to schedule updates and resolve ongoing issues.
Establish communication windows with Line of Business representatives for planned outages.
Participate in the OnCall Manager on Duty rotation, managing disruptions and providing updates to senior leadership during high-impact service interruptions.
Orchestrate datacenter network traffic routing for operational activities, business continuity, and compliance.
Collaborate with the Vendor Liaison group on vendor code changes and infrastructure deployments.
Work with multiple stakeholders (Project Management, SMEs, Network/Infrastructure Architecture, etc.) to define and implement operational readiness routines for monitoring and managing datacenter traffic and outages.
Design and develop deployment script templates and maintain a library of deployment plans.
Collaborate with Application Delivery to design and implement deployment strategies using bank-approved tools.
Serve as an escalation contact for frontline teams during critical traffic management actions to resolve production incidents.
Generate change progress reports and escalations as needed for senior leadership.
Key Requirements
Proven experience in production services or operations management, particularly in a datacenter environment.
Strong understanding of change management processes and methodologies.
Familiarity with the Software Development Life Cycle (SDLC) and deployment strategies.
Excellent communication skills, with the ability to collaborate effectively across various teams and levels of management.
Experience in managing and orchestrating datacenter traffic and application deployment.
Knowledge of consumer banking routing mechanisms is preferred.
Ability to analyze and resolve complex issues, providing timely updates to senior leadership.
Strong organizational skills with a focus on detail and accuracy.
Ability to work in a fast-paced environment and manage multiple priorities effectively.
Bachelor's degree in a related field or equivalent experience preferred.
