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Manager - Data Center Operations

Location: Franklin, Massachusetts, United States

Company: Marsh & McLennan Companies

Job ID R_048375-en

  • Manager – Data Center Operations Manager

    Location: Franklin Park, MA

    Shift: Monday to Friday 8:30 am to 5:30 pm

    Marsh & McLennan Companies (NYSE: MMC) is a global professional services firm offering clients advice and solutions in the areas of risk, strategy, and people. This role is part of Marsh & McLennan Companies Corporate which serves as an internal business function providing infrastructure and operational services to our family of companies. Through a shared vision and best practices, we provide efficient and sustainable solutions to meet internal customer business needs.

  • This Data Center Operations Shift Manager’s primary responsibility is to manage an operations team in a 7/24 data center, leveraging operations management tools such as CA Service Desk, Spectrum, BigFix, Alertsite, xMatters Netbackup and other misc. tools.  You will be expected to increase system stability and expand the group's services by offering a vastly improved level of service with respect to system hosting and provisioning services. Your role as a manager will include improving the team’s capabilities and maturity by analyzing and identifying trends using appropriate metric reporting.

    Responsibilities

  • Oversee all team activities, approving time & attendance for direct reports and make decisions for the shift/group as required
  • Develop, monitor, and identify opportunities to improve process, procedures, and controls which will enhance quality, service, and deliverables
  • Provide continuous and consistent management reporting on the status of issues, actions, and resolutions
  • Manage severity incident calls and reports to appropriate management and teams
  • Understand operations processes and be able to perform analysis to ensure proper metrics are met; integrate information to develop employees technical ability
  • Provide support for all systems and applications hosted in the Global Data Centers, ensuring all systems are managed and that all support services are meeting defined business service levels  
  • Review and report on incident trending and top 10 incidents for remediation 
  • Maintain compliance to avoid risks of system outages or compromised data
  • Communicate ideas and information effectively via oral and written communication to diverse audiences
  • Manager multiple operational and infrastructure related projects for related shift/team
  • Monitor assigned incidents and changes, track compliance with service management SLA’s and provisioning SLA’s
  • Monitor ticketing queues for regular up-dates on a daily basis
  • Review incidents, changes and requests, making recommendations on trends such as excessive aging or incomplete troubleshooting of tickets
  • Adapt and adjust to changing priorities both independently and in team
  • Manage review incident, change and request status daily to ensure we meet customer requirements and SLAs
  • Monitor strict compliance in accordance with MGTI standards, policies and procedures
  • Provide escalation of severity 1 issues to management timely and appropriately
  • Manage staff both local and remote
  • Understand the need for automation and identify area’s for automation

  • Qualifications

  • Bachelor's degree in computer science or related field from an accredited college/university or equivalent combination of education, training, and experience
  • 8-10+ years hands on experience in a technical infrastructure operations/data center environment
  • 5 - 7 years prior supervisory experience in a large data center operations environment
  • Understanding of ITIL and ISO operating guidelines; certification in ITIL preferred
  • Strong leadership abilities and team management skills
  • Strong process development and service delivery principles
  • Hands-on experience supporting multi-platform server environments
  • Must possess exceptional communication skills both verbal and written
  • In-depth knowledge of ticketing systems and monitoring
  • Knowledge of backup technologies
  • Experience with Change Control Ticketing
  • Experience with Incident Reporting and Ticketing
  • Demonstrated ability to manage in a large global company and or complex IT environment preferred

  • Key Challenges

  • Understanding varied and diverse platforms and technologies 
  • Hands on experience working in a high stress/fast pace data center environment 
  • Ability to understand server down impact and manage all issues to resolution
  • Understand and follow established processes and procedures
  • Ability to manage/run conference calls on technical severity issue with varying levels of personnel
  • Understanding of Incident Management and it process and serve as the technical and communications liaison between application, support and management teams
  • Strong process and service delivery principles
  • Understanding of ITIL and ISO operating principles
  • Ability to mentor and train Level 1 individuals
  • Ability to manage shifts teams in remote locations

  • Environment Overview

  • Approximately 15000 servers
  • Symantec NetBackup
  • CA Service Desk
  • CA Unicenter –CA Spectrum
  • BigFix
  • xMatters
  • UNIX/Linux
  • Windows
  • AS/400

  • Marsh & McLennan Companies is a global professional services firm providing advice and solutions in the areas of risk, strategy and human capital. It is the parent company of a number of the world’s leading risk experts and specialty consultants, including Marsh, the insurance broker and risk advisor; Guy Carpenter, the risk and reinsurance specialist; Mercer, the provider of HR and related financial advice and services; and Oliver Wyman, the management consultancy. With over 63,000 employees worldwide and annual revenue of over $13 billion, Marsh & McLennan Companies provides analysis, advice and transactional capabilities to clients in more than 130 countries. Its stock (ticker symbol: MMC) is listed on the New York, Chicago and London stock exchanges.

  • Marsh & McLennan Companies offers competitive salaries and comprehensive benefits and programs including: health and welfare, tuition assistance, 401K, employee assistance program, domestic partnership benefits, career mobility, employee network groups, volunteer opportunities, and other programs. For more information about our company, please visit us at: http://www.mmc.com/. We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. For more information, please visit us at: www.mmc.com/diversity.

    Marsh & McLennan Companies and its Affiliates are EOE Minority/Female/Disability/Vet/Sexual Orientation/Gender Identity employers.

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    Dan Glaser, President and CEO, has been named to Institutional Investor magazine’s 2017 All-America Executive Team ranked as the #3 Overall CEO in the insurance industry, #3 with buy-side analysts and #2 with sell-side analysts.

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