Principal, Infra Mainframe

6 months ago

Bengaluru, India Northern Trust Full time

**About Northern Trust**:
Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889.

Northern Trust is proud to provide innovative financial services and guidance to the world's most successful individuals, families and institutions by remaining true to our enduring principles of service, expertise and integrity. With more than 130 years of financial experience and over 22,000 partners, we serve the world's most sophisticated clients using leading technology and exceptional service.

**Responsibilities**
- **Management of Managed Service Providers**: liaising between Engineering and the Managed Service Providers (MSP) ensuring effective L1.5/L2/L3 escalation support, improving upon the current processes to precipitate better, faster, reliable support of virtualized platform services. The role will include ensuring that the MSP meets all established SLAs/KPIs, with use of effective cadence, reporting and research; help with onboarding new MSP members and monitoring MSP performance; capacity planning of shift coverage and staffing needs; independently quantify resources units (RU's) to monitor accuracy of billing. Monitor and encourage automation by MSPs.
- **Change & Release Management**:short and long range change calendar planning including impact analysis; approving quality infrastructure changes: changes that are formed correctly, completed without change violations and errors and causing no production outages. Where necessary, ensure coordination with software quality management (SQM) and drive operational readiness for change including updated manuals, contact lists, monitoring, communications; motivating the team toward automation creations and process improvements. When changes fail, take ownership to drive lessons learned and prevention.
- **IT Resiliency Planning & Readiness**: single point of contact for IT resiliency office, to prepare and execute effective disaster recovery tests, including coordination of managed service providers.
- In preparation, provide support, planning, education and leadership for Disaster Recovery events for supported platforms and technologies. Partner with Engineering organization to improve recovery times; assist in planning for High Availability and no single point of failure
- In execution, lead the team, ensuring effective and timely implementation of resiliency change tasks; monitor environment to confirm effective restoration of services; escalate effectively on delays or unplanned outcomes as needed.
- **Incident, Problem & Event Management**:driving SWAT issues independently e.g., taking charge, organizing sub-teams, focus on restore of critical services, driving decisions, timely escalation when needed. Following up with robust documentation; focus on root cause and issue prevention. Review and analyze Event data; coordinate with Monitoring teams for effective coverage and correlate to business activity and impacts.
- **Capacity **management and planning **to prevent issues and scale environments proactively to meet demand.
- **Asset management**:ensuring timely patches by MSPs; coordinate to ensure upgrades and fixes are applied to reduce vulnerabilities and to keep ahead of software and hardware lifecycle inflection points.
- **Security and Control-related Responsibilities**: completing and coordinating audit requests for teams as needed (including across MSPs); ensuring timely patches, upgrades and fixes are applied to reduce vulnerabilities and to keep ahead of software and hardware lifecycle inflection points; maintain process & procedure documentation; manage operational metrics & KPIs; execute self-testing; attestations and approvals where needed; access-management. Ensure CMDB is maintained with quality information. Execution of all of the above responsibilities will entail a significant degree of coordination across internal stakeholders and ensuring compliance and driving outcomes from external (third) parties in addition to the Managed Service Providers.
- **Managed Services Vendor Management**:Manage iSeries services with Managed Services partner. Service Governance, Service Management, Service Reporting from Managed Services Partner.
- 8+ years prior technical experience in a support operations environment working with iSeries
- Past experience in building and / or supporting large scale environments for iSeries
- Experience managing third party IT service providers / managed service providers
- Excellent analytical, organizational, time management, verbal, and written skills and be detail-oriented
- Experience in leading / driving SWAT calls to speed resolution
- Self-starter with ability to work independently under pressure and react quickly and in support of changing priorities
- Able to multi-task in a fast-paced organization
- Able to interact effectively and cooperatively with partners and consultants at all levels
- Able to engage, inspire, influen

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