Department Leader- Enterprise Monitoring and Operations - Full-time / Part-time

Edward Jones is seeking an Enterprise Monitoring department lead to drive real-time monitoring of enterprise technology environments. This includes providing end-to-end monitoring of applications, infrastructure, network, compute, storage, branch network, Mainframe, and batches ensuring their availability and reliability, and contributing to business objectives.

The operational arm of this organization is responsible for managing, mitigating, actioning, and documenting technology outage incidents, each incident having the potential to impact customers, enterprise availability, the reputation of the enterprise, and/or significant technology. This team is responsible for oversight and L1 support of public cloud, SaaS, and PaaS-hosted services in support of business-critical applications. This intense environment requires tightly managed, efficient processes to monitor and rapidly mitigate issues impacting critical business processes while adhering to Risk, Audit, and Regulatory requirements.

 The engineering arm of this organization is responsible for delivering an enterprise event management pipeline ensuring all events across technology platforms, infra, and applications are enriched and escalated via ServiceNow incidents and relevant notification mechanisms.

The Enterprise Batch Management arm of this organization is responsible for CA7 and Autosys scheduling and batch along with futuristic scheduling solutions for cloud platforms.

Roles and Responsibilities:

• Managing the department's strategic vision & plan, financial planning, and vendor management.

• Leading teams of L1 & L2 operations, Engineers, and Architects to establish a brand for the teams along with technology guidelines, roadmaps, OKRs, standards, and best practices and implement appropriate governance processes to measure them.

• Excellence in people leadership across all levels of the firm, exemplifying our focus on responsibility-based management, continuous learning, diversity, and inclusion.

• Demonstrate leadership versatility using effective written and verbal communication, engagement, and conflict resolution strategies to achieve desired outcomes.

• Drive collaborative work culture: working closely with enterprise incident management, security, app, and product SRE teams to optimize performance, monitoring, and operational processes

• Collaborate with Sr. Leadership to formulate and deploy long-term strategic plans for acquiring and enabling efficient, cost-effective, and impactful solutions that advance key organizational objectives.

• Lead succession planning by identifying, acquiring, developing, and promoting high-potential talent.

• Direct day-to-day technology operations including all aspects of systems monitoring and command center operations, providing support 24x7 to enable the Always On vision.

• Monthly / Weekly presentation of operational stability metrics to Digital Leadership.

• Establish Service Level Expectations (SLEs) and SLOs, along with automated governance to keep them current.

• Enhance proactive monitoring, event management, and alerting capabilities to identify and resolve technical issues in a highly effective manner across on-premises, public cloud, and SaaS solutions.

• Oversee incident response time and L1 resolution time to minimize MTTD and MTTR; in turn, reducing business impact.

• Guide the team to implement architectural design patterns for a robust enterprise event management pipeline with self-healing and event correlation / de-duplication features, reducing noise for support teams

• Drive build Vs buy decisions for solutions, in partnership with Enterprise Architects with well-defined critical NFRs.

• Where necessary, re-engineer processes and plan for automated self-service capabilities.

• Strong knowledge of industry standards around scheduling and Batching for traditional and cloud platforms to drive an effective Enterprise Batch Management service.