Manager-Technology Operations

Manager-Technology Operations

Quietly associated with Ameriprise Financial Services, LLC, this role seeks a seasoned Technology Operations Manager who will serve as the IT Major Incident Commander (MIC) within the Technology Operations Center (TOC). The manager will lead cross‑functional teams in identifying, resolving, and reducing critical technology issues that impact the business.

• Major Incident Management
  
  • Closely monitor IT infrastructure and application systems for potential outages or other critical issues.
  
  • Contribute to the improvement of monitors and observability to reduce Mean Time to Engage (MTTE).
  
  • Engage technology teams in Major Incident Restoration calls (bridges) to restore service to clients, advisors, and corporate users.
  
  • Command the Major Incident Restoration bridges, driving investigation streams and coordinating troubleshooting activities to improve Mean Time to Restore (MTTR).
  
  • Communicate technology impacts to affected users via system alerts on corporate intranet sites and through coordination with Service Desk representatives.
  
  • Share impact timeline summaries with senior leadership to highlight improvement opportunities and assess operational gaps.
• Root Cause Investigation
  
  • Lead root cause investigation efforts to fully understand the sequence of events leading to critical business impact.
  
  • Coordinate implementation of process controls, technical solutions, and best practices to prevent recurrence of critical impact under similar circumstances.
  
  • Review opportunities to improve observability for quicker reaction to similar issues.
  
  • Identify learnings to be shared with other infrastructure and application operations teams across the organization.
  
  • Assess trends in critical impact to identify systemic risks meriting broader solutions for the IT organization.
• Continuous Service Improvement
  
  • Lead product improvements within the critical incident and problem management space to improve team capabilities and reduce MTTE and MTTR.
  
  • Identify opportunities for improvement within the team’s products, practices, and processes.
  
  • Coordinate efforts across technology infrastructure and application‑specific operations teams to instill behaviors and team practices that support application resiliency and recoverability.
• Team Leadership
  
  • Act as a coach and guide for team members with less experience and expertise.
  
  • Train new TOC team members in processes and best practices.
  
  • Serve as an example for other team members in stewardship of the organization’s technology availability.

• Bachelor’s degree or equivalent (4 years) in Computer Science, IT, MIS, Math, or a related field.
• 5–7 years of relevant work experience.
• 5+ years of technical operations/support experience with proven knowledge of, and experience working with, the ITIL framework.
• Solid understanding of the technology landscape for IT operations, including cloud technologies (AWS, Azure), server management (Windows/Red Hat Linux), databases (SQL/Oracle/cloud‑based relational databases), information security, networking, storage, backup, containerization, and virtualization.
• Thorough knowledge of current incident response techniques and technologies, and the methods used in performing business impact analysis.
• Ability to work well cross‑functionally and cross‑discipline at various levels, influencing and managing without direct authority.
• High critical‑thinking skills to evaluate alternatives and present solutions consistent with business objectives and strategy.
• Strong written and verbal communication skills with experience creating, championing, and maintaining processes, procedures, and policies.
• Prior experience developing and implementing scalable IT incident response programs.
• Demonstrated experience managing multiple simultaneous projects.
• Efficiency in developing and maintaining IT operations management (ITOM) procedural documents.
• Knowledge of Agile development processes.

• Major Incident Management certifications.
• Technical certifications in the major technologies/systems across the technology infrastructure stack.
• ITIL certification.
• Proven ability to identify…