Manager, Operations Command Center

Manager, Operations Command Center

Job Overview: Manage and coordinate the daily Operations Support functions for the Kansas City Operations Command Center. Supervision, coaching and development of staff. Shift work required. Shifts are 12 hours, 3-days one week, 4 days the following week (partial weekends) 6am to 6pm.

Major Accountabilities: •Establish and manage departmental procedures and standards to ensure prompt resolution of network problems and provide the maximum network availability. •Direct and coordinate the actions taken by department personnel and external technical support groups required to resolve problems in a timely and efficient manner. •Provide leadership, direction, development, and supervision to staff. Ensure staff has appropriate skills and behaviors. Effectively communicate objectives/expectations and performance results as necessary. Provide technical and advisory support to the staff to insure the development and implementation of performance metrics. •Provide key data and guidance to senior management for fiscal planning, evaluating financial requirements and meeting financial objectives.

• Assist in identifying needs and the development/implementation of procedures to fulfill departmental responsibilities and participate in financial planning and administration of department. Manage workload within approved manpower and budget guidelines. •Design and develop reports using Excel, PowerPoint, Word, and Access. •Provide business knowledge and process enhancements across the entire development/technical lifecycle relative to products and services including, Service Delivery, Customer Implementation, and Service Management. •Ensure timely and accurate performance communications and process compliance; documenting problem areas and coordinating resolutions, reporting to management as necessary. •Work closely with development staff and requesters to identify data requirements in the design of new or enhanced performance monitoring systems. •Responsible for Business Continuity Planning for assigned departments.

Education

• Bachelor’s degree in a technical field or equivalent combination of training experience.

Knowledge / Experience:

• Advanced business knowledge with in a data center environment.
• Advanced knowledge of telecommunications technology and processes.
• Experience managing technical staff in a 24x7 environment

Skills/ Abilities:

• Strong analytical skills with extended experience in database analysis.

• Ability to communicate facts and ideas clearly both orally and in writing.

• Strong PC skills that include Word, PowerPoint, Excel, and Access.

• Mastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role.

• Corporate Security Responsibility All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

• Abide by Mastercard’s security policies and practices;

• Ensure the confidentiality and integrity of the information being accessed;

• Report any suspected information security violation or breach, and

• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.

• In line with Mastercard’s total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary and may be eligible for an annual bonus or commissions depending on the role. The base salary offered may vary depending on multiple factors, including but not limited to location, job-related knowledge, skills, and experience.

• Kansas City, Missouri: $122,000 - $207,000 USD