Manager Services Management (Data Center)

Discover. A brighter future.

With us, you’ll do meaningful work from Day 1. Our collaborative culture is built on three core behaviors: We Play to Win, We Get Better Every Day & We Succeed Together. And we mean it — we want you to grow and make a difference at one of the world's leading digital banking and payments companies. We value what makes you unique so that you have an opportunity to shine.

Come build your future, while being the reason millions of people find a brighter financial future with Discover.

Job Description:

At Discover, be part of a culture where diversity, teamwork, and collaboration reign. Join a company that is just as employee focused as it is on its customers and is consistently awarded for both. We’re all about people, and our employees are why Discover is a great place to work. Be the reason we help millions of consumers build a brighter financial future and achieve yours along the way with a rewarding career. 

The Data Center & Site Hosting (DCSH) Hardware Services Team manages and deploys highly secure, environmentally controlled, fully redundant Data Centers, colocation facilities, data rooms, and IDF closets throughout the Discover Financial Services (DFS) enterprise. These critical spaces contain server, network, SAN, firewall and other computer equipment. The Team accomplishes this by providing first level support to all devices in the Data Center, and closely controlling hardware and media in the Data Centers and rooms via disciplined change management processes. The Team provides physical configuration, installations and decommissions by working closely with product teams, support teams, and vendors to meet service expectations.

We are seeking a highly skilled individual contributor and people leader to lead this group of IT Operations Professionals and Data Center Engineers in the support of our Data Centers, MDF’s and IDF’s throughout the DFS Enterprise.  The Manager of Services Management - Data Center is accountable for the technical development and direction of the 3rd Shift Data Center Staff in our Ohio and Illinois production Data Centers.

Responsible for leading a team that manages technology development or support processes. Defines and assess processes in line with appropriate controls, standards, and policies. Assists in defining performance metrics and tracks the performance of processes. Manages escalated technology issues. Provides oversight and direction in the resolution of critical incidents impacting production systems.  Develops and coach teams to be able to identify, manage, and escalate risk, and effectively manages risk within the teams you oversee.

Shift: Monday - Friday, 10:00pm - 7:00am EST

Responsibilities 

• Provides shift leadership to IT Operations/Engineering team(s). Coordinates activities of the team daily. Provides feedback and coaching to team members. Schedules resources as needed for off-site support. Participates in leadership for team activities and performance.
• Performance management aspects of leading the engineers, including acquiring and providing 360 feedback, regular coaching sessions and administering quarterly performance reviews.
• Mentor staff of engineers in both technical and soft skills to craft a team of highly technical, competent, consistent, thoughtful, and customer-centric technology experts. This includes ensuring the group is adhering to principles of engineering excellence within their technical domain, applying consistency of technical execution, sharing common practices and challenges within the team, and fostering a culture of excellence and continuous learning within the team
• Contribute as an engineer within the team, including developing own subject matter expertise within the product domain. 
• Engage with internal and external communities of practice to share experiences, contribute knowledge, learn, and advocate for the Discover Technology brand. Promote team innovation and collaboration of ideas across teams.
• Assists in coaching, mentoring, and managing the performance of a team. Assists in
• developing and maintaining individual development plans for career progression and
• employee engagement. Monitors performance and behavior issues on the team.
• Leads a team that manages technology development or support processes. Participates in
• establishing service level agreements and metrics to assess process performance. Handles
• escalations for technical issues. Ensures processes are adhering to defined controls,
• procedures, and policies.
• Provides oversight and direction in resolving critical incidents impacting production systems.
• Ensures the timely resolution of restoring service during outages. Communicates status of
• major incidents to technology management and key stakeholders.
• Provides oversight for research efforts; ensures quality of technical solution and deliverables.

Minimum Qualifications 

At a minimum, here’s what we need from you: 

• High school diploma or GED
• 4+ years in Computer Science, Engineering, or related
• In lieu of an education, 6+ years of computer science, engineering, or related

Preferred Qualifications 

Bonus Points If You Have: 

• Bachelor's in information technology or engineering
• 6+ years of computer science, engineering, or related
• 2+ years of People Management

#LI-JJ1

Application Deadline:

The application window for this position is anticipated to close on Jan-22-2024. We encourage you to apply as soon as possible. The posting may be available past this date, but it is not guaranteed.

Compensation:

The base pay for this position generally ranges between $88,500.00 to $149,300.00. Additional incentives may be provided as part of a market competitive total compensation package. Factors, such as but not limited to, geographical location, relevant experience, education, and skill level may impact the pay for this position.

Benefits:

We also offer a range of benefits and programs based on eligibility. These benefits include:

• Paid Parental Leave

• Paid Time Off

• 401(k) Plan

• Medical, Dental, Vision, & Health Savings Account

• STD, Life, LTD and AD&D

• Recognition Program

• Education Assistance

• Commuter Benefits

• Family Support Programs

• Employee Stock Purchase Plan

Learn more at MyDiscoverBenefits.com.

What are you waiting for? Apply today!

All Discover employees place our customers at the very center of our work. To deliver on our promises to our customers, each of us contribute every day to a culture that values compliance and risk management.

Discover is committed to a diverse and inclusive workplace. Discover is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or other legally protected status. (Know Your Rights)