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.
Operations and Service Delivery, Technology Infrastructure Engineering and Operations For more than a century, Northern Trust has worked hard building our legacy of outstanding service, expertise and integrity. From a Chicago-based bank founded in 1889, we now have more than 20 international locations and 18,500 employees globally. We serve the world's most-sophisticated clients - from sovereign wealth funds and the wealthiest individuals and families to the most-successful hedge funds and corporate brands.
We burnished our reputation as a global leader delivering innovative investment management, asset and fund administration, fiduciary and banking solutions enabled by sophisticated, leading technology. And through it all, we continually laid a solid, forward-looking foundation on which future generations can continue growing and achieving greater.
Northern Trust is looking for a Senior Technology Infrastructure Operations and Delivery Lead to help assess, advise, evaluate, and mature the process, and delivery quality operations services for the business surrounding the infrastructure platforms which collectively host our most critical applications and functions.
This diverse position will require the individual to work with infrastructure and business owners and their management, Northern Trust engineers, technical build teams, the ITSM teams, automation teams and managed service providers. This person in this role reports to the Practice Lead of Infrastructure Engineering and Operations. In addition, this role will be expected to entice the teams to desire to perform at a higher level and productivity rate while maintaining a sense of community and a maintaining a good culture. This role will be groomed in the position of indirect manager of the Operations Service Delivery and Change Managers of each tower, the Disaster Recovery Service Delivery Managers, the Patch and Vulnerability and Capacity Management leads across the Infrastructure towers.
JOB RESPONSIBILITIES - Serve as a central point of contact for Operations and Service Delivery for North America and EMEA, Patch Management, Capacity Management and Disaster Recovery across the Technology towers in the Infrastructure Engineering and Operations organization. The processes span a large organization of Data Centers, Colocation facilities, Global Networking, Compute Platforms including Hardware, Virtualization, Operating Systems, Databases and Middleware.
- Provide guidance to the embedded Operations and Service Delivery Managers and Leads, leadership of two DR Service Delivery Managers, the Patch and Vulnerability and Capacity Managers in a global team covering those towers.
- Represent the Infrastructure towers in Operations or ITSM meetings with IT Leadership and operational committees to discuss the status of all ticket types of the infrastructure organization.
- Peer with the leaders of six major infrastructure towers (network, storage, compute, database, middleware, and monitoring) to develop and optimize cross-functional, horizontal processes and procedures.
- Maintain an effective network of counterparts across the Operations community, Technology Infrastructure Project Management Office portfolio leads, the Vendor Management Office, technical SMEs and architects to prioritize and oversee strategic, high-visibility and mission-critical initiatives.
- Transform Infrastructure processes and reduce risk through rigorous lifecycle management, vulnerability and capacity management and adherence to control standards. Show leadership in ITSM processes and remit of organization-wide projects, interface with vendors and counterparts in other parts of the organization.
- Interpret/understand processes and changes in Operations/ITSM
- Understand the universe of Control Standards in general, and the Operations Processes owned by the Infrastructure Engineering and Operations organization in particular.
- Develop an in-depth understanding of the various moving parts and functions involved in the Operations and Service Delivery roles.
- Help to interpret the process gap findings (aka vulnerabilities and problems) as related to the infrastructures engineered and supported at Northern Trust.
- Operations Design
- Determine ownership and proper placement and assignment tower for improvement of overall tower SLAs
- Assist with solution design by helping to define objectives, create plans, assemble project teams, and create operations and ITSM structure input.
- Be clear and methodical when dividing and assigning work to individuals, setting aggressive deadlines and stretch goals and holding people accountable.
- Recommend patching and change automation approach to help ensure compliance with SLAs.
- Identify Operations Gaps
- Conduct risk and gap self-assessments.
- Coordinate external third-party assessments.
- Interface with other parts of the business in the interpretation of escalated gaps.
- Serve as key liaison and participant during projects for Infrastructure Engineering towers, as soon as a gap has been identified and facilitating communications between Northern Trust groups.
- Formalized SLA management
- SLA Management - Validate accuracy, ownership, audience of gaps to be uploaded to ServiceNow as PRG, VUL, INC tickets.
- Assist in devising improvement plans and implementation dates and the addition of them into ADO.
- Guide efforts with strong focus and precision by organizing staff, contractors, consulting partners and service providers around the implementation of those initiatives.
- Assist with task remediation by applying broad technical knowledge to solution guidance.
- Provide oversight, guidance and feedback and adjust direction when needed. Resolve conflict and build unity.
- Reporting
- Support ITSM team and other management in providing timely information on status to key stakeholders (CIO, CTO etc.) and obtain necessary approvals.
- Help to mentor the mitigation of change/release, problem, capacity and other operations gaps, communicating and validating on progress to ensure transparency on status and resolution.
- Manage solution to completion in ServiceNow
- Track status, timely and accurate updates
- Ingest and communicate Service Now metrics within the greater Infrastructure team and Executive Management to allow for data-driven risk management and process improvements.
- Monitor progress and completion to goals.
- Facilitate Problem and Vulnerability extension process with formal notification and approvals (where needed) to appropriate accountable owners.
- Make decisions and escalate to resolve obstacles quickly.
- Attending meetings with security oversight upon need of exception.
- Reviewing completed issue implementation, evidence and testing performed as adequately satisfying the finding and leading those issue ticket reviews.
- Share key insights and learnings from participation in Infrastructure meetings with management.
- Manage other key risk metrics
- Own / oversee the review, validation, tracking and timely closure of vulnerability and problem tickets
- Analyze high volumes of tickets of every kind across technology towers requiring special handling.
- Suggest automation and process improvements via trend analysis
- Participate and eventually lead hiring initiatives organization-wide
- Own / oversee the review, validation, tracking and timely closure of hiring posts
- Maintain an organizational view to assist in the infrastructure workforce strategy
REQUIRED OPERATIONS AND SERVICE DELIVERY SKILLS As a partner at Northern Trust, you must actively manage and mitigate risk and act with integrity. In accordance with our core values of service, integrity, and expertise, you are expected to:
- Adhere to all applicable risk management programs, policies, and procedures.
- Complete all mandatory training by the deadline.
- Understand how your behavior could expose Northern Trust, its clients, and financial markets to different types of risk.
- Ensure that Northern Trust or its clients are not exposed to inappropriate or excessive risk.
- Escalate any risk concerns, including those resulting from mistakes / errors to a manager or business unit risk officer.
- Exercise diligence regarding cyber-security
- Cooperate with internal control functions (including first-line Operations, Risk, Compliance, Audit, self-assigned, etc.) and applicable regulatory bodies.
- Avoid conflicts of interest or behaviors that might produce unfair outcomes for Northern Trust or its clients or damage the integrity of financial markets.
REQUIRED EXPERIENCE - 15+ years in a technology role as either an individual, senior contributor, or manager.
- 8+ years of experience in Operations and Service Delivery operating at enterprise scale.
- Experience in the financial industry or other highly, federally regulated field.
- Practical exposure to both technology infrastructure and application development architectures.
- Service-Now experience.
- Well-versed in security industry best practices and regulatory and compliance frameworks.
- Skills in translating broad strategic intent into tactical, deliverable plans and directions.
- Mastery of project execution and delivery with proven track record of successful large, complex, multi-team projects.
- Expertise in ITIL (Information Technology Infrastructure Library) principles, in-depth knowledge of change and vulnerability management procedures, incident management, and other disciplines related to service delivery
- This person will have hands-on exposure across multiple platforms including Control-M, database, ETL, mainframe, messaging, middleware, platforms, operating systems, networking, storage, and virtualization, and the related disaster recovery.
SUPPORTING SKILLS - Highly motivated, energetic self-starter who takes ownership of issues and drives them to resolution.
- Good organizational skills - manages and prioritizes multiple tasks across different time horizons within deadlines.
- Cooperative, and collegial manner to be able to flex to broad audience and in high-stakes situations.
- Able to explain complex ideas and tune the message for different audiences (engineers, senior leadership, business partners, regulators, clients).
- Flexible management style and able to build authentic relationships with a diverse set of personalities and skills.
- Exceptional verbal and written communication skills.
- Exceptional Excel skills
- Strong decision-making skills.
- Strong analytical, problem solving and process re-engineering skills.
- Applies broad industry knowledge and awareness.
- Power BI, ADO and Confluence skills desired.
EDUCATION - Bachelor's degree or equivalent experience in Information Technology, Management Information Systems, Computer Science, or a related discipline.
Applicants must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future. Northern Trust will not sponsor applicants for U.S. work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa)
Salary Range:
$108,965 - 185,155 USD
Salary range is a good faith estimate of base pay. Northern Trust provides a comprehensive benefits package including retirement benefits (401k and pension), health and welfare benefits (medical, dental, vision, spending accounts and disability), paid time off, parental and caregiver leave, life & accident insurance, and other voluntary and well-being benefits. Northern Trust also provides a discretionary bonus program that may include an equity component.
Working with Us: As a Northern Trust partner, greater achievements await. You will be part of a flexible and collaborative work culture in an organization where financial strength and stability is an asset that emboldens us to explore new ideas.
Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to assisting the communities we serve! Join a workplace with a greater purpose.
We'd love to learn more about how your interests and experience could be a fit with one of the world's most admired and sustainable companies! Build your career with us and apply today. #MadeForGreater
Reasonable accommodation Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at .
We hope you're excited about the role and the opportunity to work with us. We value an inclusive workplace and understand flexibility means different things to different people.
Apply today and talk to us about your flexible working requirements and together we can achieve greater.
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