Senior Manager, Production Support - PULSE Network

Discover Financial
Houston, Richmond, Plano
Full timeUSD 149,000 - 187,100 annuallyFunction: Manufacturing & Production OperationsEducation: bachelorsSkills: ["Leadership","Process improvement","Root cause analysis","Incident response","Data analysis"]

Lead a global 24x7x365 production support command center for the PULSE network, serving as a direct technical business liaison to Tech organizations. Own real-time operational monitoring, incident response, business impact analysis, and regulatory incident notifications while enforcing SLA adherence and driving MTTD/MTTR improvements through root cause analysis. Oversee operational playbooks, master customer change management coordination, trigger inventory, and audit/governance compliance, while managing and developing a high-performing team.

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Discover Financial
Discover Financial
12 hours ago

Senior Manager, Production Support - PULSE Network

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Lead a global 24x7x365 production support command center for the PULSE network, serving as a direct technical business liaison to Tech organizations. Own real-time operational monitoring, incident response, business impact analysis, and regulatory incident notifications while enforcing SLA adherence and driving MTTD/MTTR improvements through root cause analysis. Oversee operational playbooks, master customer change management coordination, trigger inventory, and audit/governance compliance, while managing and developing a high-performing team.
Location: Houston, Richmond, Plano
Employment Type: Full time
Job Function: Manufacturing & Production Operations
Seniority: Sr. Manager level

Key Responsibilities

  • •Lead a global 24x7x365 team of managers, associates, and offshore contractors delivering operational excellence and proactive client servicing.
  • •Oversee business activity monitoring including real-time operational stoplights and transaction health metrics.
  • •Manage SLA adherence and drive MTTD/MTTR targets and root cause analysis for incidents.
  • •Maintain inventory of real-time operational and customer interaction triggers and govern the master customer change management calendar.
  • •Develop operational playbooks and ensure audit/governance compliance across production support processes while providing subject matter expertise in projects and meetings.

Pay and Benefits

Salary: USD 149,000 - 187,100 annually

Key Requirements

  • •Bachelor’s Degree or Military Experience
  • •At least 2 years of experience in process management
  • •At least 2 years of experience in project management
  • •At least 2 years of experience in people management
  • •At least 2 years of experience in relationship management
Experience:Production supportOperations
Education:Bachelor's
Skills:LeadershipProcess improvementRoot cause analysisIncident responseData analysis

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Discover Financial
Provides consumer banking products, credit cards, personal loans, and payment services through the Discover brand. It operates a major U.S. financial network and serves individuals and merchants with lending and digital payment solutions.
Industry: Retail Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 10M to 25M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Riverwoods, United States
Founded: 1985
WebsiteLinkedIn