Manager, Monitoring Operations

We are looking for an experienced and driven Manager, Monitoring Operations to join our Production Operations team. In this leadership position, you will be responsible for managing a team of 10-15 direct reports across multiple locations, overseeing 24x7 monitoring of critical OneMain applications, platforms, and services. You will work closely with our Technology partners to identify opportunities for enhancing monitoring processes and improving the overall reliability of business-critical services. The ideal candidate will have previous experience managing a monitoring center environment, strong leadership skills, and the ability to drive process improvements to align with business needs.

• This role is the first level of people management. This role works to acquire the knowledge and experience to become increasingly responsible for leading a team within a department and being accountable for that team's performance. This role interfaces with the business on topics related to delivery.

• Leads a small team and is accountable for decision-making of daily activities, ensuring team execution and removing blockers.

• Gains experience handling difficult conversations, managing through disagreement, and communicating effectively to the team.

• Can articulate technical concepts in a clear, concise manner that is easily understandable by technical and nontechnical stakeholders.

• Gains experience leading a team through unfamiliar situations. Serves as change champion for new initiatives

• Learns quickly when faced with new problems in own area of work; understands and synthesizes more complex, broader problems.

• Sometimes proactively experiments to find solutions; tolerates uncertainty.

• Usually views own and others’ successes and mistakes as learning opportunities.

• Aligns skill sets appropriately to the problem to enable better problem solving.

• Helps define problems in collaboration with other stakeholders before moving into solution-generation. Identifies possible pitfalls in various solutions.

• Gains experience working with a small team setting goals, managing workers and workload, and providing supervision.

• Mentors team members by providing feedback and seeks to remove blockers and often takes the lead on projects and initiatives.

• General Skills:

• 6 – 8 total years of engineering experience

• This is a first level people manager role requiring the ability to learn to develop and mentor a team.

• Up to three years’ experience of progressive responsibility as an engineer on development teams directly responsible for building and delivering software intensive systems.

• Exposure to technology and management principles involved in planning, organizational change management, resource allocation, human resource modeling, leadership techniques, and coordination of people.

• BS degree in a computer related field

• Excellent communications

Technology Required:

Team Leadership:

• Lead and manage a team of 10-15 monitoring personnel, including full-time employees and contractors.

• Foster team development by mentoring staff on skills and professional growth, creating opportunities for learning and applying new knowledge.

• Recognize and celebrate team members who consistently deliver value.

• Hire and onboard personnel to fill important roles, ensuring 24x7 coverage across shifts.

• Create and maintain metrics to monitor team performance, providing regular trending data to reflect team efficiency and impact.

Monitoring Operations:

• Oversee the team’s 24x7 monitoring efforts, including reviewing monitoring dashboards, responding to alerts, and addressing potential issues before they impact business operations.

• Correlate alerts and create tickets to ensure follow-up actions are taken on issues that could cause significant impact.

• Partner with cross-functional teams to reduce alert noise, improve alert content, and refine alert thresholds.

• Work closely with application development teams to understand their services and features, identifying areas for monitoring improvement.

• Document monitoring and alerting requirements and share them with the Tools & Engineering team for instrumentation.

• Assist with the configuration of dashboards, alerts, and other monitoring tools to ensure efficient system performance.

• Accurately report monitoring status and issues to senior management, ensuring transparency and timely escalation of critical problems.

• This manager will also provide oversight for additional productions operational responsibilities as needed.

Level 1 Support Function:

• Establish and maintain a Level 1 support function, ensuring the effective triage and escalation of incidents and anomalies.

• Work with the Helpdesk team to intake tickets that do not have a designated Technology owner and ensure proper ticket assignment.

• Escalate tickets that require urgency and coordinate with Level 2 and Level 3 support teams to develop effective engagement procedures during active incidents.

• Track and report on the performance of the Level 1 support function, using metrics and trending data to assess success and identify areas for improvement.

Day to Day Responsibilities:

• Proven experience managing a large and complex monitoring center environment.

• Strong leadership and facilitation skills, with a focus on motivating and developing team members.

• Excellent verbal and written communication skills, with the ability to communicate effectively with senior management and cross-functional teams.

• Hands-on experience with at least four of the following tools/technologies: OpenTelemetry, Elastic, Grafana, OpsRamp, BigPanda, AppDynamics, PowerShell, and Python scripting.

• Strong understanding of instrumenting and configuring monitoring dashboards and alerts.

• Strong aptitude for problem-solving, system analysis, and troubleshooting, especially in complex environments.

• Proven ability to manage multiple competing priorities, structure work effectively, and communicate progress through visual metrics and reports.

• Ability to work cross-functionally with teams across different departments.

• Demonstrated success in building and maintaining positive customer and team member relationships.

• Proven ability to lead and drive change within an organization.

Preferred Qualifications:

• IT certifications such as CompTIA A+, Network+, AWS Certified Cloud Practitioner, Microsoft Certified: Azure Fundamentals, or similar certifications are a plus.

• Experience with cloud platforms and services, particularly AWS and Azure.

• Familiarity with Data Center Operations and batch processing.

Location: Baltimore, MD or Evansville IN

Who we Are 

OneMain Financial (NYSE: OMF) is the leader in offering nonprime customers responsible access to credit and is dedicated to improving the financial well-being of hardworking Americans. Since 1912, we’ve looked beyond credit scores to help people get the money they need today and reach their goals for tomorrow. Our growing suite of personal loans, credit cards and other products help people borrow better and work toward a brighter future. 

Driven collaborators and innovators, our team thrives on transformative digital thinking, customer-first energy and flexible work arrangements that grow lives, careers and our company. At every level, we’re committed to an inclusive culture, career development and impacting the communities where we live and work. Getting people to a better place has made us a better company for over a century. There’s never been a better time to shine with OneMain. 

Because team members at their best means OneMain at our best, we provide opportunities and benefits that make their health and careers a priority. That’s why we’ve packed our comprehensive benefits package for full- and some part-timers with:  

• Health and wellbeing options for team members and their dependents 

• Up to 4% matching 401(k) 

• Employee Stock Purchase Plan (10% share discount) 

• Tuition reimbursement 

• Continuing education 

• Bonus eligible 

• Paid time off 

• Paid volunteer time  

• And more 

Target base salary range is $80K-$120K which is based on various factors including skills and work experience. In addition to base salary, this role is eligible for a competitive compensation program that is based on individual and company performance.  

OneMain Holdings, Inc. is an Equal Employment Opportunity (EEO) employer. Qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship status, color, creed, culture, disability, ethnicity, gender, gender identity or expression, genetic information or history, marital status, military status, national origin, nationality, pregnancy, race, religion, sex, sexual orientation, socioeconomic status, transgender or on any other basis protected by law.