Senior Manager Services Management

Discover. A brighter future.
With us, you'll do meaningful work from Day 1. Our collaborative culture is built on three core behaviors: We Play to Win, We Get Better Every Day & We Succeed Together. And we mean it - we want you to grow and make a difference at one of the world's leading digital banking and payments companies. We value what makes you unique so that you have an opportunity to shine.
Come build your future, while being the reason millions of people find a brighter financial future with Discover.
Job Description:
What You'll Do
Responsible for managing a team that leads technology development or support processes. Defines and assess processes in line with appropriate controls, standards, and policies. Defines performance metrics and tracks the performance of processes. Manages escalated technology issues. Provides oversight and direction in the resolution of critical incidents impacting production systems.
How You'll Do It:

• Coaches, mentors, and manages the performance of a team. Develops and maintains individual development plans for career progression and employee engagement. Addresses performance and behavior issues on the team.
• Manages a team that leads technology development or support processes. Develops service level agreements, an metrics to assess process performance. Handles issues escalations. Ensures processes are adhering to defined controls, procedures, and policies.
• Provides oversight and direction in resolving critical incidents impacting production systems. Ensures the timely resolution of restoring service during outages. Communicates status of major incidents to technology management.
• Manages and reviews team budgets. Monitors vendor contracts and ensures they are delivering on defined service level agreements. Reports vendor performance to management.

Qualifications You'll Need
The Basics:

• H.S. Diploma or GED
• 6+ years Computer Science, Engineering or related
• 2+ years People Management

Physical and Cognitive Requirements:
The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable a qualified individual with disabilities to perform the essential functions of the position as required by federal, state, and local laws:

• Primarily remain in a stationary position.
• No required movement about the work environment to complete the major responsibilities of the job.
• Primarily performed indoors in an office setting.
• Ability to operate office equipment such as but not limited to computer, telephone, printer, and calculator.

Bonus Points If You Have:

• Bachelors Information Technology
• Bachelors Engineering
• 8+ years Computer Science, Engineering or related
• 8+ years Computer Science, Engineering or related
• 4+ years People Management
• Strong understanding of distributed systems, cloud architecture and modern application development with experience in troubleshooting production issues.
• Proven ability to lead major incident bridges, drive root cause analysis and coordinate cross functional teams to quickly restore service.
• Hands on experience with monitoring, observability tools used in high availability production environments.
• Expertise in 24x7 production support and ability to own uptime & performance SLA's for large scale distributed systems
• Ability to assess complex technical issues, identify risks, and implement effective solutions under pressure.
• Ability to identify issues, drive post incident learnings and lead initiatives that enhance system reliability and streamline operations.
• Expertise in one or more general purpose programming languages: Python, Go, shell scripting (Unix/Linux), Java
• Expertise in container technology (OpenShift, Kubernetes), hybrid cloud and AWS.
• Experience in monitoring tools and log analysis tools to manage operations

Discover will not sponsor or transfer employment work visas for this position. Applicants must be currently authorized to work in the United States on a full-time basis.
Application Deadline:
The application window for this position is anticipated to close on Feb-16-2025. We encourage you to apply as soon as possible. The posting may be available past this date, but it is not guaranteed.
Compensation:
The base pay for this position generally ranges between $106,000.00 to $178,800.00. Additional incentives may be provided as part of a market competitive total compensation package. Factors, such as but not limited to, geographical location, relevant experience, education, and skill level may impact the pay for this position.
Benefits:
We also offer a range of benefits and programs based on eligibility. These benefits include:

• Paid Parental Leave
• Paid Time Off
• 401(k) Plan
• Medical, Dental, Vision, & Health Savings Account
• Short and Long Term Disability, Life, and Accidental Death & Dismemberment insurances
• Recognition Program
• Education Assistance
• Commuter Benefits
• Family Support Programs
• Employee Stock Purchase Plan

Learn more at mydiscoverbenefits.com .
What are you waiting for? Apply today!
All Discover employees place our customers at the very center of our work. To deliver on our promises to our customers, each of us contribute every day to a culture that values compliance and risk management.
Discover is committed to a diverse and inclusive workplace. Discover is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or other legally protected status. (Know Your Rights & Pay Transparency Nondiscrimination Provision)
Discover complies with federal, state, and local laws applicable to qualified individuals with disabilities and is committed to providing reasonable accommodations. If you require a reasonable accommodation to search for a position, to complete an application, and/or to participate in an interview, please email [email protected] . Any information you provide regarding your accommodation needs will be kept confidential and will only be used to determine and provide necessary accommodation.
At Discover, we are committed to creating an inclusive and equitable workplace through our Fair Chance Hiring practices. Fair Chance Hiring means that we base our hiring decisions on an applicant's qualifications rather than their criminal record. All our positions are subject to Section 19 of the Federal Deposit Insurance Act. Our applicants go through a background check, and we follow all applicable local laws, including the Los Angeles County Fair Chance Hiring Ordinance ( LA County Fair Chance ).
Applicants must be 18 or older at the time of hire.