Manager, Service and Support

Your opportunity

At Schwab, you’re empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us “challenge the status quo” and transform the finance industry together. 

The Network Administrator (Sr. Specialist – Service Support) for Information Technology Operations (ITO) is the primary point of contact for technology teams and vendors.  This position participates in the technical administration of network systems, monitoring, acknowledging enterprise-wide alerts and performing Incident management.  The role provides Incident triages and facilitation of technical recovery call conference with various engineering teams to ensure production system environment operate reliably and efficiently. 

This is a 24/7/365 mission-critical operation and this role will operate the Monday to Friday shift during US trading pre-market to market hours.

 In this role you will:

• Manage day to day Data Center IT Operations for the network environment.
• Monitor MoogSoft Alerts/Situations per alert handling procedures ensuring Service Level event acknowledgement is met.
• Manage escalation workflow on Incident & Problem tickets per incident handling procedures while ensuring Service Levels are met.
• Facilitation of Technical recovery call with various engineers and support teams
• Review and approval of Emergency, Latent, and Standard changes ensuring impact is properly assessed.
• Continually maintain technology change awareness that may occur during market hours.
• Closely monitor availability dashboards and Techline events
• Identify and create operational procedures to improve IT operational readiness.
• Develop and document process workflows to align support with business operations and Incident, Problem and Change Management process.
• Efficient allocation of resources for immediate response to crisis event.
• Make tactical decisions based on strategic goals and objectives
• Coordinate training and onboarding of new staff, continuous training for junior and peer team members
• Interface on behalf of ITO operations with technology support partners.
• Facilitate Tech conference calls involving several technology and business teams leading to service restoration. 
• Ensure staff is available to provide technology support.
• Advocate for business client facing teams on issues requiring support team awareness.
• Collaborate with technology partners professionally while ensuring services offered
• Identify continuous service delivery opportunities to improve IT service readiness.
• Identify and contribute improvement opportunities that align with services enabling business success.

What you have

To ensure that we fulfill our promise of “challenging the status quo,” this role has specific qualifications that successful candidates should have.

Required Qualifications:

• Bachelor’s degree in Computer Science, or related discipline with an information technology focus or equivalent experience.
• 5 years of experience in a large scale 24x7 high availability data center environment (1000+ servers)
• Hold specialized knowledge and understanding of Distributed/Server Operating Systems obtained through formal technical training.
• Experience with load balancers, to add/remove servers and/or service ports
• Familiarity with Remedy/SmartIT service management tools.
• Web server IIS administration and basic LAN/WAN experience is a plus
• Strong problem solving and decision-making skills focusing on efficient service restoration.
• Ability to pay close attention to details while performing technically detailed tasks.
• IT management experience with process development and improvement.
• Experience in implementing key IT standardized process and methodologies (ITIL, Event Management, Incident, Problem and Knowledge Management)
• A change agent and forward thinking, ability to influence team with continuous operational and technology changes.

In addition to the salary range, this role is also eligible for bonus or incentive opportunities.