Staff Engineer, Messaging Services Delivery Lead

The Messaging Services Delivery Lead is responsible for overseeing the delivery of all messaging and messaging security products. The messaging SDL is responsible for Enterprise messaging, messaging components, messaging security, Exchange, Azure, Identity management, SSO, and related license management. The role maintains oversight and leads the support team to ensure critical services are maintained, predefined business SLAs are met, and service delivery expectations are maintained. The Messaging SDL delivers specialized capabilities and provides value to internal and external customers in the form of IT services embracing "Every day is Holiday" culture.

The position leads a cross-functional support team to ensure services delivered in the omni-channel environment are superior. Role strives to meet all operational SLAs, business KPI targets are met, and strives for maximum technical team performance.

The position requires collaboration and partnership with multiple cross-functional business (including and not limited to Stores, Warehouses, Data centers) and technology partners (both internal and external). Review, evaluate, and recommend modern technology solutions, scripting, and automation. Operational processes require continuous review to identify operational gaps and provide direction to reduce or eliminate support gaps and drive performance with cross-functional teams to improve efficiency.

Responsibilities

• Lead Messaging team tailoring Industry standards to effectively set expectations coaching, mentoring, and goal setting for growth encouraging professional development
• Effectively communicate high expectations to support team
• Improve opportunities to proactively monitor all messaging services and drive automation to update dashboards and alerts. Ensure all monitoring is maintained across critical infrastructure services to ensure seamless operations with minimal disruptions
• Manage change and participate in ITIL processes. Ensure ITIL processes are followed per defined standards
• Ensure system\service availability, performance and reliability of the systems
• Participate in the design of Cloud-based messaging and security solutions working alongside Cloud Architects and service domains (e.g., Web, Database, Storage, Networking, IAM) to ensure that initial and anticipated future business requirements are represented
• Ensure 24x7 availability for messaging systems; participate in the strategic planning; perform day-to-day administrative tasks, participate in 24x7 escalations for critical systems errors/issues/outages

• Work with Information Security (InfoSec) ensuring messaging services and proposed changes to solutions complies with infra and Cloud Security Guidelines
• Serve as a proxy between the different service domains and the support team when questions or issues surface
• Compile and publish messaging service dashboards
• Participate in operational updates including timelines, status, financial budget forecasting, and analysis
• Participate in recurring Service Management meetings to ensure procedural alignment with ITIL Industry standard framework(s) required for Incident, Problem, and Change Management
• Provide clear, concise communication to cross functional teams, peers, and leadership when required
• Govern deployments and changes to the messaging technology solutions ensuring compliance with operational support requirements before transitioning to operational support teams
• Effectively manage colloquial requests for services and evaluate, decision, prioritize, and assign resources to ensure approved requests are completed timely
• Utilize industry standards for problem solving and engage with incident response teams providing guidance and recommendations for issue resolution as per agreed business SLAs

• Participate in periodic reviews providing feedback on Service Provider performance identifying opportunities to improve Service Delivery
• Transition Service Delivery team to Dev-Ops model providing flexibility and tools to simplify provisioning and managing using modular messaging services that optimize and deliver fast, reliable user experiences

• Bachelor's Degree in Computer Science, Information Systems or equivalent
• 7+ years' managing medium to large size messaging platforms and leading technical teams in Large Retail or Fortune 500 Company
• 5+ years' as Technical Lead delivering or supporting highly available messaging solutions with in depth knowledge of messaging infrastructures, and cloud SaaS, PaaS. models
• 3+ years' experience in Information Technology supporting multi-dimensional hyperconverged Infrastructure
• 3+ Infrastructure experience and knowledge including a basic understanding of AWS Cloud infrastructure/services and delivery models, storage concepts, networking basics
• Effectively manage People, Processes, and Technology delivering product through others

• Must have strong background in some or all of the following disciplines
• Messaging security products, ProofPoint, Message Labs, MimeCast, OKTA, Microsoft MFA, SSO, Exterro, Ping Ident
• Full understanding of internal and external DNS, DLP, DKIM, SPF, DMARC
• Full understanding of mass email solutions Mailchimp, Sendgrid, Cheetah, Mailjet, Epsilon
• IT assessments, project management, service delivery, security compliance
• 7+ years' experience - Microsoft O365, Exchange, Azure, Active Directory, Microsoft Licensing,
• ITIL management, Dev Ops, and customer service

• Excellent time management skills with the ability to manage multiple projects and teams (NOT a PM role)
• Must have excellent communication skills (written, verbal and upward), soft skills, professional presentation, and work ethic
• Required < 5% travel
• Remote work opportunity

Competencies

· Excellent technical leadership skills with ability to influence effectively without direct authority

· Technical knowledge in the following: Messaging security products, ProofPoint, OKTA, Microsoft O365, MS Azure, Exchange and Exchange Online, O365 Applications, MFA, SSO, DLP, DKIM, SPF, DMARC

· 7+ years' experience - Microsoft O365, Exchange, Azure, Active Directory, Microsoft Licensing , data back-ups, disaster recovery

· Strong business acumen, operations, and problem-solving skills

· Detail-oriented with strong organizational skills

· Ability to prioritize initiatives, meet deadlines, and multi-task effectively

· Solid facilitation skills communicating effectively with teams and key business stakeholders

· Technologist with robust desktop computing skills fluent with software and O365 applications

Inclusive Benefits

• Medical, Dental, and Vision Benefits, including wellness and healthy lifestyle support, for associates, spouses, domestic partners, and children
• Flexible Spending Account for eligible medical and dependent (day care) expenses
• Disability Benefits, including Short-Term Disability providing income replacement up to 26 weeks
• 16 weeks Paid Parental Leave, 2 weeks of Paid Family Leave, and Adoption Support of $10,000
• Paid Time Off, including 6 paid holidays, flexible time off for vacations and personal time, 3 volunteer days, and 7 sick days
• Retirement Sav
• ings Plan (401K) with NMG matching and $20,000 Term Life Insurance paid by NMG with additional voluntary coverage available
• Financial Solutions, including Credit Union membership, pay advances via PayActiv, tuition reimbursement, and scholarship opportunities
• NMG Associate's Core Discount of 30% with multiple in-store opportunities for an additional 30% off across select brands
• NMG Matching Gift Program up to $2,000 to eligible non-profits, Hardship Assistance Grants up to $7,500 for Associates, and a volunteer opportunity hub through NMG's All Heart Program
• Personal and Professional Development Opportunities with 16,000+ online learning opportunities, including NMG's Fashion Your Future, LinkedIn Learning, MasterClass, BetterUp, Connected Leaders Academy, 9 Associate Community Networks, and additional personalized learning experiences
• NMG Discount Marketplace featuring 1,000s of products and services with over $5,000 in saving

About Us

As one of the largest multi-brand luxury retailers in the U.S., with 3,000+ of the world's most desirable brand partners, we're delivering exceptional products and intelligent services enabled by our investments in data and technology. Through the expertise of our associates, we deliver and scale a personalized luxury experience across our three channels of in-store, eCommerce, and remote selling. Our NMG|Way culture, powered by our people, combines individual talents into a collective strength to make life extraordinary. Our brands include Neiman Marcus and Bergdorf Goodman.

We are committed to equal employment opportunity regardless of race, color, religion, sex, pregnancy, sexual orientation, gender identity and/or expression, marital status, age, national origin, disability, genetic information, veteran status, or any other status protected by federal, state, or local law.

As a woman co-founded, majority women-led organization outpacing the U.S. population in racial and ethnic diversity and led by one of corporate America's few openly gay CEOs, Neiman Marcus Group is proud to celebrate associates from different backgrounds, experiences, and communities. We've made it a priority to cultivate a culture where everyone Belongs and where showing up as your full and authentic self is encouraged.

We are committed to providing reasonable accommodations during our Talent Attraction process. If you have a disability and need assistance or an accommodation, please email us at ApplicantSupport@NeimanMarcus.com .