Manager of System Engineering - ACI Worldwide

Overview

As Manager of System Engineering - Technology Operations you will inspire a team of diverse technology professionals with your leadership and passion for providing efficient and effective incident/problem/change management across multiple level 2 operational and product support team. This role will also include responsibilities across Infrastructure, software, DevOps and automation/orchestration as a core discipline. The ideal candidate is interested in building scalable infrastructure and platforms, improving productivity, automating everything that can (and should) be automated, as well as being a thoughtful people leader. Your organization will play a critical role in how we deliver and improve all technology experiences for ACI and its customers.

Strategy & Vision

• Set the short-term mission and vision for the team and connect them back to overarching technology strategy.
• Partner with Product, Development(s) and Architecture to create, plan and deliver upon roadmaps and outcomes for foundational enterprise capabilities.
• Responsible for definition, socialization, and rollout of platform and operational roadmaps.
• Form and manage strategic partnerships both internal and external to support the business.
• Set team KPI and measures, driving visibility and accountability
• Drive the operations of the platform business critical services in a complex distributed ecosystem.

Coaching, Support & Enablement

• Plan, assign and supervise the work of others.
• Provide oversight, guidance, and direction in the career growth of team.
• Fields questions from other product teams or support teams
• Advocate, evangelize and implement modern Operational, DevOps and Agile best practices.
• Communicate the company's technology strategy to team members.
• Perform staff oversight and financial management for all aspects of functions described in this job description.
• Create, implement, and enhance the team that best supports these responsibilities, and delivers world class operations and support functions to ACI.
• Partner with leadership to plan and prepare a budget that leverages technology and automation to delivery seamless and reliable technology execution.
• As a technology leader - participate in technology strategy, goal setting, and future vision activities.

Delivery & Execution

• Responsible for the first response and incident management, escalation, and recovery.
• Responsible for delivery of the operations and product support model and teams (level 2) for 24/7 incident response and resolution.
• Responsible for change and problem management
• Foster collaboration between local and abroad development teams to drive consistency across all departments.
• Collaborate with the leadership team to help translate business requirements into technical needs and actions.
• Automate everything that can (and should) be automated.

Learning

• Work within the vertical to understand and assess development opportunities that align with our vision and deliver value to our clients.
• Consult with ACI vendor relationship managers to work with domestic and international providers while also holding the vendors accountable to availability, product requirements and quality specifications.
• Participate in the turnover of new product enhancements, fixes and releases.
• Drive Operational Readiness of releases for the organization and deliver to the production environment.
• Provide valuable feedback to Product and Development to improve and drive release cycles.
• Keep abreast of new technologies for the purpose of recommending changes in existing programs or new programs warranted by Product and Development

Qualifications

• Bachelor's Degree in Computer Science, MIS, or related industry experience
• 5 years of progressive Information Technology management experience
• IT Service Management (ITSM) experience
• Ability to effectively plan, organize, schedule and coordinate among competing priorities across multiple entities
• Ability to quickly translate an IT service interruption into an impact analysis and create a realistic corrective plan of action
• Experience in scaled delivery and operations
• An understanding of the software delivery lifecycle and CI/CD delivery model through Operations.
• Experience and influence in scaled delivery environments
• Experience with Agile Development and knowledge on Agile Deployment tools and Operational delivery
• Proven track record of managing to critical KPI (SLAs, SLOs, MTTR) in a customer centric product model
• Strong understanding of IT enterprise technologies
• Experience with Contract negotiations, vendor management, project management and financial management
• Experience with microservice, service discovery and service mesh.
• Experience with implementing Open Source Application frameworks
• Exposure to production systems design including High Availability, Disaster Recovery, Performance, Efficiency, and Security
• Experience with Cloud Architecture and Systems Support

#LI-KC1ACI Worldwide is a global leader in mission-critical, real-time payments software . Our proven, secure and scalable software solutions enable leading corporations, fintechs and financial disruptors to process and manage digital payments , power omni-commerce payments , present and process bill payments , and manage fraud and risk . We combine our global footprint with a local presence to drive the real-time digital transformation of payments and commerce.