At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference.
**Open to Hybrid Schedule**
What is the role?
Direct oversight of employees and contracted staffing positions providing Network
Operations support and Network Service delivery within integrated service based
teams. Primarily focusing on ensuring the highest level of technology availability
through tactical and strategic problem solving, proactive issue tracking, incident
management and problem management. While also providing insight and
coaching/mentoring to evolve and optimize service delivery. Focus on operational best
practices and resiliency including service delivery, cost efficiency, and support team
capability enhancement. Identifies efforts to execute the correct balance of tactical and
continuous improvement efforts to deliver an improved and more sustainable level of
support related services.
Develop and maintain relationships with key global external partners dealing with
Network Infrastructure support, as well as maintain relationships with internal services
owners, product managers and product owners. Demonstrate ability to influence must
build credibility and trust with key technology and business leaders and create
confidence that his/her guidance or influence is essential to the success of the
operational support-based services. Accountable for managing the risk of technology
decisions with regard to operational support-based services of contracted staffing
positions. Accountable for the escalation and resolution of Service Management
incidents and problems to assure systems are operating and meeting published service
levels as defined by the ITIL Service Management methodology. Must interact with IT
and business areas to lead and resolve unique or complex service management issues
and serve as a liaison to the business. Accountable for creation of and adherence to
operational best practices and an understanding of business needs to improve
infrastructure-based support, resiliency, and recoverability. Accountable for motivating
team members and influencing them to take positive action and accountability for their
assigned work. Accountable for identifying and resolving issues and conflicts as they
relate to operational support. Ensure regular and clear communication to align priorities
of various team members and partners at local and global levels. Review the
performance of operations and identify opportunities for service improvements,
optimization, resiliency, security, and automation opportunities. Lead, support, and coach
team members, in multicultural global (and remote) environments. Demonstrate ability
to understand business processes, key performance indicators, performance trends and
how they bring value to our clients Ability to develop standard operating plans and
procedures, and coach others in their use.
Core Functions of the position: • Managing the day-to-day incidents • Service requests • Problem management
Bring your best! What the role needs: • Bachelor's Degree in Computer Science, Information Systems or related field, or
an equivalent combination of education and work experience • Experience managing network engineering or operations functions with
exposure to a wide breadth of technologies • Enterprise experience in key technologies such as routing/switching, WAN,
DC networks, Applications LBs, DNS, Network Security • Ability to handle and drive escalations with our partner organizations and
other internal teams • Experience should include demonstrated expertise in Engineering and
Operational Support standards and best practices • Proven ability to influence, negotiate and persuade vendors, team members,
other technology areas and business clients. • Proven ability to lead teams through complex technical decisions and build
consensus around technical direction. • Ability to set priorities for scope, risk and quality of technology solutions to meet
business needs • Proven ability to effectively communicate issues and solutions across all levels of
the organization • Experience working in Agile & Scrum models with a focus on CI/CD
#LI-post
This job is not covered by the existing Collective Bargaining Agreement.
Required Certifications:
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We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.
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