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Never Down Automation and Tooling SME

Charlotte, North Carolina;

Job Description:

Reporting directly to the Service Reliability Enablement Executive within the Service Reliability Executive Organization, a part of the Technology Infrastructure Services Organization. The SME will be responsible for identifying and documenting business and technology requirements for Automation and Tooling for reliability of current, and future technology-enabled services. This role will work closely with Service Reliability Architecture, Engineering and Service Reliability Operations leads and key Engineering leads across GT&O as well as business leaders across the bank.

The goal for this SME is to drive Service Reliability tooling best practices for an Enterprise prioritized list of services in order to successfully deliver “Never Down” or fully resilient Services with agreed SLAs to our customers. The Leader must be able to assess business requirements, in order to define and influence architectural blueprints for Reliability Tooling and Instrumentation within blended service towers, leveraging the tower, as well bring traditional lifecycle aligned organizations together to meet the service reliability requirements. Automation is a key characteristic for implementation the SME will be expected to assure integration and functional design leads with automation in mind. 

Key Responsibilities:

  • Define, develop and implement the strategy for embedding service reliability in Tooling as a key construct within technology architecture. 

  • As Neverdown Stakeholder to lead, drive and define Automation and Tooling into architectural and engineering blueprints to enable application and infrastructure teams' ability to reliably and consistently deliver resilient applications.

  • Encourage and enforce modular, micro-services based component development, with reliability tenets built into every component, and design and selection of standard technology components to meet the service level reliability objectives.

  • Drive the development and adoption of standardized blueprints to apply to the full stack in order to deliver managed services that can be operated resiliently.

  • Leverage and influence engineering and operations teams to evaluate resilience, and establish a strong and effective feedback loop to enable thematic analysis of failures, and near misses to prioritize the definition and adaptation of architectural components that will address those. Recommend and establish easily adoptable tool chains, to enable a common continuous deployment pipeline for application development teams. 

  • Define and implement a governance structure for resilient services based technology architecture and institute measurement, monitoring, reporting, and controls to drive adoption. Ensure Governance structure is aligned with and influences   downstream Engineering and Operations Governance, and conducive to effective services development and operations federation. 

  • Contribute to and influence a DevOps and Service Reliability Engineering culture within GT&O

  • Service Reliability Enablement team has a specific focus on managing the interactions across the enterprise between Automation & Tooling, Testing, Analytics & Forensics, and Certification & Remediation. Developing and owning the approach, strategy, alignment, standards and execution.

  • This will require, among other things, leveraging and influencing the priority and features within SDM, Tooling and automation teams, Enterprise Architecture blueprints, and engineering design and development/operations (DevOps) methodologies. It will also involve driving the development of standards, guidelines and controls to drive improvements in the architectural blueprints design and implementation of resilient services.  Automation of application provisioning and management of the underlying infrastructure as a service (all layers, from compute to storage, including network) will be a key component of the strategy.

  • Understanding of various Process Management activities, controls, and practices will be required – such as capacity planning, change management, event management, problem management, incident management, release management. Familiarity of horizontal and enterprise wide Operational Excellence initiatives for continuous performance improvement, and automation/tool development will be a plus.

  • The role requires that the lead be able to operate leveraging the Bank’s risk framework, Program and Portfolio Management, Process Management and Operational Excellence work streams.

Required Skills:

  • BS degree or higher in IT or related field

  • 6-8 years delivering and operations or development teams in various technologies

  • Solid understanding of tooling and automation for different parts of the service lifecycle – application development and Infrastructure services

  • HAnds on experience with two or more tools supporting service lifecycle, and experience with automating workflows, dashboarding, and other aspects of service delivery

  • Operations and Engineering Experience a plus.

  • Working experience in a global organization and regulated banking industry

  • Knowledge of infrastructure technologies including networking, operating systems, database, monitoring systems, and storage solutions

  • A customer first mind-set and simple, modular architectural goal mindset

  • Solid understanding of industry practices such as ITIL and Agile desired

  • Strong leadership, management experiences and interpersonal skills

  • Complex problem solving, debate facilitation, and technology solution consensus building skills

  • Leadership presence, and executive communication skills

  • Relationship building, and high influence skills

  • Execution excellence and committed to high quality standards

  • Project and Program Management Experience

  • Passion for Reliability, Availability, Resiliency, and Customer Success 

Desired Skills:

  • Curiosity: To clearly understand the “why” of what is being delivered, how it is constructed, and who the customer is.  A clear underlying understanding of the full stack, as well as the business motivation must be developed.  

  • Creativity: The ability to think through ideas and come up with novel ways to tackle a problem is highly valued.  Leveraging non-organic engineering assets requires new perspectives and solutions.

  • Perseverance: This role addresses a collection of interrelated projects and work streams in an ever-evolving pursuit and an iterative process of moving closer to the goals on each attempt.  Does not frustrate easily and is not afraid of failure.

  • Rapid Learning: Must demonstrate the ability to learn quickly, share lessons learned in a collaborative manner to form a more synergistic method of trial and error and adaptive corrections.  Leveraging market research, including the latest published literature will be key. 

Core Technology Infrastructure Organization:

  • Believes diversity makes us stronger so we can reflect, connect and meet the diverse needs of our clients and employees around the world

  • Is committed to building a workplace where every employee is welcomed and given the support and resources to perform their jobs successfully

  • Wants to be a great place for people to work and strives to create an environment where all employees have the opportunity to achieve their goals.

  • Provides continuous training and development opportunities to help employees achieve their career goals, whatever their background or experience.

  • Is committed to advancing our tools, technology, and ways of working to better serve our clients and their evolving business needs.

  • Believes in responsible growth and is dedicated to supporting our communities by connecting them to the lending, investing and giving them what they need to remain vibrant and vital.

Provides comprehensive solutions to complex problems or needs. Leads major projects, programs or processes with significant business impact involving cross-functional teams. Influences strategic direction and develops tactical plans. Associates in the Service Delivery function are responsible for Relationship Management / Account Management of a client / business area in all information technology activities. The role requires one to be a proactive and strategic business partner in an IT environment striving to meet current and anticipated business objectives. The relationship manager serves as a single point of contact for the client and must be capable of managing initiative-based portfolios in a multi-matrixed environment. They are also the escalation point for unresolved problems, complaints and complex service requests. Key skill sets include the ability to execute a portfolio using consulting skills and conflict resolution, proactively drive innovative business solutions, and use technical, enterprise, and business knowledge to work across structures to meet customer needs. Associates in this job code do not manage people.

Job Band:

H4

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Reporting directly to the Service Reliability Enablement Executive within the Service Reliability Executive Organization, a part of the Technology Infrastructure Services Organization. The SME will be responsible for identifying and documenting business and technology requirements for Automation and Tooling for reliability of current, and future technology-enabled services. This role will work closely with Service Reliability Architecture, Engineering and Service Reliability Operations leads and key Engineering leads across GT&O as well as business leaders across the bank.

The goal for this SME is to drive Service Reliability tooling best practices for an Enterprise prioritized list of services in order to successfully deliver “Never Down” or fully resilient Services with agreed SLAs to our customers. The Leader must be able to assess business requirements, in order to define and influence architectural blueprints for Reliability Tooling and Instrumentation within blended service towers, leveraging the tower, as well bring traditional lifecycle aligned organizations together to meet the service reliability requirements. Automation is a key characteristic for implementation the SME will be expected to assure integration and functional design leads with automation in mind. 

Key Responsibilities:

  • Define, develop and implement the strategy for embedding service reliability in Tooling as a key construct within technology architecture. 

  • As Neverdown Stakeholder to lead, drive and define Automation and Tooling into architectural and engineering blueprints to enable application and infrastructure teams' ability to reliably and consistently deliver resilient applications.

  • Encourage and enforce modular, micro-services based component development, with reliability tenets built into every component, and design and selection of standard technology components to meet the service level reliability objectives.

  • Drive the development and adoption of standardized blueprints to apply to the full stack in order to deliver managed services that can be operated resiliently.

  • Leverage and influence engineering and operations teams to evaluate resilience, and establish a strong and effective feedback loop to enable thematic analysis of failures, and near misses to prioritize the definition and adaptation of architectural components that will address those. Recommend and establish easily adoptable tool chains, to enable a common continuous deployment pipeline for application development teams. 

  • Define and implement a governance structure for resilient services based technology architecture and institute measurement, monitoring, reporting, and controls to drive adoption. Ensure Governance structure is aligned with and influences   downstream Engineering and Operations Governance, and conducive to effective services development and operations federation. 

  • Contribute to and influence a DevOps and Service Reliability Engineering culture within GT&O

  • Service Reliability Enablement team has a specific focus on managing the interactions across the enterprise between Automation & Tooling, Testing, Analytics & Forensics, and Certification & Remediation. Developing and owning the approach, strategy, alignment, standards and execution.

  • This will require, among other things, leveraging and influencing the priority and features within SDM, Tooling and automation teams, Enterprise Architecture blueprints, and engineering design and development/operations (DevOps) methodologies. It will also involve driving the development of standards, guidelines and controls to drive improvements in the architectural blueprints design and implementation of resilient services.  Automation of application provisioning and management of the underlying infrastructure as a service (all layers, from compute to storage, including network) will be a key component of the strategy.

  • Understanding of various Process Management activities, controls, and practices will be required – such as capacity planning, change management, event management, problem management, incident management, release management. Familiarity of horizontal and enterprise wide Operational Excellence initiatives for continuous performance improvement, and automation/tool development will be a plus.

  • The role requires that the lead be able to operate leveraging the Bank’s risk framework, Program and Portfolio Management, Process Management and Operational Excellence work streams.

Required Skills:

  • BS degree or higher in IT or related field

  • 6-8 years delivering and operations or development teams in various technologies

  • Solid understanding of tooling and automation for different parts of the service lifecycle – application development and Infrastructure services

  • HAnds on experience with two or more tools supporting service lifecycle, and experience with automating workflows, dashboarding, and other aspects of service delivery

  • Operations and Engineering Experience a plus.

  • Working experience in a global organization and regulated banking industry

  • Knowledge of infrastructure technologies including networking, operating systems, database, monitoring systems, and storage solutions

  • A customer first mind-set and simple, modular architectural goal mindset

  • Solid understanding of industry practices such as ITIL and Agile desired

  • Strong leadership, management experiences and interpersonal skills

  • Complex problem solving, debate facilitation, and technology solution consensus building skills

  • Leadership presence, and executive communication skills

  • Relationship building, and high influence skills

  • Execution excellence and committed to high quality standards

  • Project and Program Management Experience

  • Passion for Reliability, Availability, Resiliency, and Customer Success 

Desired Skills:

  • Curiosity: To clearly understand the “why” of what is being delivered, how it is constructed, and who the customer is.  A clear underlying understanding of the full stack, as well as the business motivation must be developed.  

  • Creativity: The ability to think through ideas and come up with novel ways to tackle a problem is highly valued.  Leveraging non-organic engineering assets requires new perspectives and solutions.

  • Perseverance: This role addresses a collection of interrelated projects and work streams in an ever-evolving pursuit and an iterative process of moving closer to the goals on each attempt.  Does not frustrate easily and is not afraid of failure.

  • Rapid Learning: Must demonstrate the ability to learn quickly, share lessons learned in a collaborative manner to form a more synergistic method of trial and error and adaptive corrections.  Leveraging market research, including the latest published literature will be key. 

Core Technology Infrastructure Organization:

  • Believes diversity makes us stronger so we can reflect, connect and meet the diverse needs of our clients and employees around the world

  • Is committed to building a workplace where every employee is welcomed and given the support and resources to perform their jobs successfully

  • Wants to be a great place for people to work and strives to create an environment where all employees have the opportunity to achieve their goals.

  • Provides continuous training and development opportunities to help employees achieve their career goals, whatever their background or experience.

  • Is committed to advancing our tools, technology, and ways of working to better serve our clients and their evolving business needs.

  • Believes in responsible growth and is dedicated to supporting our communities by connecting them to the lending, investing and giving them what they need to remain vibrant and vital.

Provides comprehensive solutions to complex problems or needs. Leads major projects, programs or processes with significant business impact involving cross-functional teams. Influences strategic direction and develops tactical plans. Associates in the Service Delivery function are responsible for Relationship Management / Account Management of a client / business area in all information technology activities. The role requires one to be a proactive and strategic business partner in an IT environment striving to meet current and anticipated business objectives. The relationship manager serves as a single point of contact for the client and must be capable of managing initiative-based portfolios in a multi-matrixed environment. They are also the escalation point for unresolved problems, complaints and complex service requests. Key skill sets include the ability to execute a portfolio using consulting skills and conflict resolution, proactively drive innovative business solutions, and use technical, enterprise, and business knowledge to work across structures to meet customer needs. Associates in this job code do not manage people.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21015495

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Referral Bonus: