Service Delivery Manager

Service Delivery Manager (Western Union, LLC, Denver, CO) Establish production runs, ensuring appropriate job control language, run documentation, and data files are available. Create job set-ups and provide software configuration management for host and off host platforms in the realm of change deployment, change execution, job scheduling, release management, and release implementation. Perform problem identification, escalation and resolution. Design, code, benchmark test, and debug and document programs. Perform impact analysis to output data processing based on user and client requirements. Analyze documentation supporting changes in a complex production environment. Communicate status of operations to allow for immediate response to service disruptions. Facilitate preventive maintenance initiatives and Identify opportunities for resource optimization. Conduct and drive Yearly DR drill for all the risk and compliance applications. Maintain compliance applications availability which are important in money transfer flow to assess risk and compliance of various countries and to stop any fraudulent and money laundry transactions based on customer information. Validate all the application related production changes considering the functionality, urgency, prerequisite (lower environment signoff/transition) and impact provide approval to push the same in production environment, dealing with 300+ changes on monthly basis which include monthly release, manual stuck payment processing, and certificate update. Ensure Production Incidents are managed and resolved within Service Level Agreements (SLA), closely watch monthly SLA by considering all required facts and closely work on reoccurring incidents and work towards permanent fixes dealing with 3000+ incidents/month so there is better categorization and making sure those will be closed. Contribute to the continuous readiness initiative by assessing the component/application-wise current load and working towards stability whether its technology, Infra or process to be ready for upcoming volume without any disruptions. Assist cross-functional team for any areas of concern and develop strong communication within team/organization to achieve our individual/group/organizational goals. Review, approve application requests, and validate with leads they are equally skilled. Review CDP (Competency Development Plan) for AMS Teams and suggest and provide feedback on their score and level of expertise in company system. Collaborate with employees/vendors resources by coaching, setting the bar high, communicating job expectations, and appraising performance periodically. Establish, recommend, and implement policies to ensure quality, timely and efficient design of customer service application. Up to 25% domestic and international travel to company Technology Engineering Center (TEC) in Pune/Hyderabad, India and also to vendor offices both in US and India. Telecommuting may be permitted up to 2 days per week. When not telecommuting, must report to Western Union, LLC at 7001 E Belleview Ave., Denver, CO 80237. Salary: $164,112 - $183,300 per year. MINIMUM REQUIREMENTS: Bachelor's degree or U.S. equivalent in Electronic Engineering, Computer Science, Information Technology, or a related field, plus 5 years of professional experience as an Information Analyst, Systems Administrator, or any occupation, job title, position performing system administration and software development from design to deployment and maintenance. Must also have experience in the following: 5 years of professional experience utilizing SQL databases, MySQL, Postgres SQL, HTML, REST APIs, and IDEs; 5 years of professional experience working in Kanban environments; 5 years of professional experience utilizing Java for coding, debugging, and testing; 3 years of professional experience utilizing software configuration management tools including Ansible; 3 years of professional experience utilizing Git and platforms (including Git Hub or Git Lab) and utilizing arrays, lists, stacks, queues, trees, sorting, and searching algorithms; 2 years of professional experience defining IT policies; 2 years of professional experience assessing changes and the effects on data processing and system functionality and performing root cause analysis and trend analysis for incident management and permanent fixes; 2 years of professional experience utilizing job control language and mainframe systems for establishing production runs (utilizing Python, Java Script, Java, or C#); 2 years of professional experience working with Software Development Fundamentals including classes, objects, inheritance, and encapsulation utilizing Object-Oriented Programming (OOP); 1 year of professional experience working with product managers, designers, and quality assurance teams; and 1 year of professional experience tackling complex bugs and performance issues. CONTACT: Apply online at https://careers.westernunion.com

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