Join a business that embraces innovation, gives you the scope to seize every opportunity and help get you where you want to go. Life at Ensono begins in an unprecedented environment with a role that matters, taking you on a fast paced journey of discovery, however big that might be. In 2018, we nearly doubled our size in terms of revenue and associates. We expanded across Europe and India, scaling to meet the needs of our clients globally while still maintaining client intimacy as a top priority. In the last three years, we’ve grown to a global organization with more than 150 clients and $600M in revenue. We believe we are uniquely qualified to meet our client’s IT infrastructure needs from mainframe and private cloud, to public cloud and consultative services to advance them along their IT transformation journey. Our purpose remains the same: to be their relentless ally, disrupting the status quo and unleashing them to do great things. Our 2,000+ associates across the world are committed to this purpose.
 

As a Sr. Manager of Mainframe Operations, the successful candidate will be responsible for building and managing Mainframe Operations shared/dedicated teams across various technologies like JCL, DB2, VSAM, MVS, Endeavor ISPF, TSO, CICS, Control-M, TWS/IWS, CA-7, etc., basic IBM utilities and other Mainframe Operations technologies as well as IBMi/AS400 and some Distributed platform batch operations monitoring environments.  Growing and managing Mainframe Operations teams responsible for rethinking the assumptions behind how traditional services are built and thinking how to maintain, enhance and continuously improve Mainframe Operations services best suited for our Ensono Operations as well as its function and interaction within a Global team matrix.  You will draw from your deep and broad technical and management expertise to mentor Managers, provide leadership on complex technical issues as required, design aspects/tradeoffs, and prioritization.  As a Sr. Manager of Mainframe Operations, you will work with several levels of senior leaders to assist in developing business requirements, influence our technical strategy, help hire competent Mainframe Operations Managers and Associates, and perceive innovative new solutions for our customers.

Service Delivery Excellence

• Manage overall delivery & support process across multiple initiatives to ensure sustainable Mainframe Operations practice which includes automation, process documentation, production support, optimization & monitoring

• Reviews service delivery, technical solution and/or technical architecture for critical service requests/changes/projects to ensure that services & projects are delivered as promised

• Ensuring that the client’ infrastructure and its services are up and running meeting predefined SLA

• Provides technical inputs & guidance for any significant projects

• Assesses the various risks on delivery and plans to mitigate these risks

• Escalates issues where necessary provide suggestions/input mitigation for high risk situations

• Ensures supply demand fulfilment by understanding client or stakeholder commitments & context and hence the demand situation in terms of scale, skillsets etc.

• Assisting in building capabilities within the portfolio/span of control to meet demands as per the client or stakeholder context

• Assisting with adjusting the supply (skill and scale) as demand changes

• Creates an environment and culture of knowledge sharing and re-use

Client Focus and Relationship Management

• Takes feedback and builds and implements action plans on an ongoing basis to ensure high levels of client satisfaction

• Demonstrates understanding of client’/stakeholder’s business context, their products and services, partners and alliances, competitive landscape, future plans

• Can provide inputs to all pre-sales activities related to his/her portfolio/span of control.

People Management and Leadership

• Manage and lead a large team of service-oriented professionals across multiple disciplines, including planning and allocating of resources, developing, coaching and mentoring employees and managing performance to deliver service outcomes and continuous improvements

• Enables ongoing competency development of the portfolio/span of control

• Assist in identifying training needs and ensures that every member has training and certification plans and all trainings happen as per these plans

• Personally, spend adequate time on coaching and mentoring the next level of employees

• Communicates on organization policy or processes e.g. appraisal or promotion process

• Sets appropriate performance measures for managers and account level

• Counsels people where there are issues regarding appraisals, promotions etc.

• Focuses on career planning of all the next level in his/her portfolio/span of control by:

  • Implementing various listening mechanisms to capture aspirations of employees – these could be formal or informal mechanisms

  • Creating and providing opportunities for individuals to be able to show-case their talent and potential

  • Works with teams across functions to ensure hiring of the right resources

  • Attrition management and assisting in working on retention strategies

Operational Excellence

• Manages & provides governance for the day to day delivery operations of Ensono Mainframe Operations

• At a high level, responsible for Service Level Management, Incident Management, Service Request Management, Change Management and Problem Management for the entire portfolio/span of control

• Regularly reviews the attainment of service levels (SLAs) and drives the service owners/Managers and Team leads to deliver at the committed quality

• All portfolio/span of control activities are driven to achieve the portfolio/span of control level goals and scorecards w.r.t planning, monitoring and reviewing

• Has experience to work on service catalog, productivity benchmarking

• Creates a focus within the portfolio/span of control for continuous service improvement by setting higher goals on quality and productivity and then tracking them to ensure that these goals are met

• Aligns and implements various processes and reports to manage on-going operations

• Assist in driving accountability and continual service improvements through reviewing support practices and performing trend analysis on key operational metrics, ensuring a high focus on end to end client experience

• Ensures that data in all systems & dashboards is accurate at all given points in time

What are the required qualifications?

• 6+ years prior leadership experience managing a team that runs large scale Mainframe Operations teams

• A successful candidate is one who thrives in a fast-paced environment, has customer obsession, thinks big, and knows how to simplify. 

• The ideal candidate has strong leadership qualities coupled with strong technical background in managing various Mainframe Operations technologies, constant thrive for improving user experience, building self service capabilities, love to learn new technologies, passionate about speed of execution.

• Experience with global matrix reporting models

• Demonstrated success leading Mainframe Operations and iSeries support teams in a 24/7 mission critical environment

• Deep understanding and demonstrated ability to adapt to complex business environments and situations.

• Demonstrated experience defining, motivating and driving change at Sr. Management level and across stakeholders

• Excellent communication (verbal, written and technical translation) skills

• Experience in managing IT Infrastructure policy, programs, procedures, standards as well as adherence to existing Service Level Agreements (SLA’s)