Marsh & McLennan Backup Production Support Manager in Hoboken, New Jersey

Backup Production Support Manager

Location: Hoboken, NJ; Franklin, MA; Dallas, Tx; Charlotte, NC

Are you a Leader who can mobilize people to perform their best? Do you excel at working autonomously in a collaborative environment bringing best-in-class management to Backup Production Support in a centralized operations function at an enterprise level?
Showcase your skills in this very visible role where you will be responsible for protecting the company’s data which includes the first level troubleshooting of backup failures, data recoveries, provisioning of backup jobs and monitoring the health of the backup environment.

Apply your leadership skills in the management of the global staff that supports this backup environment. We are looking for your expertise to review the existing infrastructure, policies, and operational usages patterns of the backup environment, provide improvements to SLAs, perform Root Cause Analysis studies as a part of our Problem Management processes, monitor backup activity, provide operational reports, manage backup capacity, assist with operational documentation and the on-boarding of backup clients.

If you are interested in taking your career to a new level where exceptional performance is recognized by career progression, we would like to hear from you.

In this role, you will:

Have complete ownership and level 1 support of the Global Backup environment Provide support and execution of backups, recoveries and provisioning of clients/backup jobs Have technical leadership for the Backup Production Support team

Collaborate with other colleagues and teams to identify problems in the environment and develop plans to remediate

Maintain stability and recoverability of the backup environment by ensuring all clients have a successful backup in 3 days of less.

Develop L1 team to be able to take on more tasks and projects

Ensure sufficient tape backup capacity by streamlining processes to rotate media in libraries

Drive down backup failures by analyzing data and finding trends that can be remediated by implementing or enhancing processes Provide escalation of severity 1 issues to management timely and appropriately

Maintain compliance to avoid risks of system outages or compromised data Support multiple operational and infrastructure related backup projects Oversee backup staff management activities, including hiring, performance management, approving time & attendance for direct reports and make decisions for the shift/group as required

Mentor, coach and develop staff Work to understand, analyze and integrate information to troubleshoot issues and develop solutions for resolution

Monitor assigned incidents and changes, track compliance with service management SLA’s and provisioning SLA’s

Assist managers in reviewing incidents, changes and requests, making recommendations on trends such as excessive aging or incomplete troubleshooting of tickets

Communicate ideas and information effectively via oral and written communication to a diverse audience

Be available 24/7 as the escalation manager for Backup Production Support Team

Able to work in a fast paced environment and remain calm under pressure

Qualifications Education

Bachelor's degree in computer science or related field from an accredited college/university or equivalent combination of education, training, and experience


5+ years hands on experience in enterprise backup administration and disaster recovery.

2+ years prior supervisory experience in a large data center operations environment

Knowledge and skills:

Knowledge of Netbackup, OpsCenter, Tape Libraries and Linux

Strong leadership abilities and team management skills

Strong process development and service delivery principles

Must possess exceptional communication skills both verbal and written

Hands-on experience supporting multi-platform server environments

Experience in protecting NAS, VM and Databases

Windows, UNIX (any flavor), networking, storage, scripting (Shell, Perl)

Understanding of ITIL and ISO operating guidelines; certification in ITIL desired

Experience with Change Control Ticketing

Experience with Incident Reporting and Ticketing

Marsh & McLennan Companies is a global professional services firm providing advice and solutions in the areas of risk, strategy and human capital. It is the parent company of a number of the world’s leading risk experts and specialty consultants, including Marsh, the insurance broker and risk advisor; Guy Carpenter, the risk and reinsurance specialist; Mercer, the provider of HR and related financial advice and services; and Oliver Wyman, the management consultancy. With over 63,000 employees worldwide and annual revenue of over $13 billion, Marsh & McLennan Companies provides analysis, advice and transactional capabilities to clients in more than 130 countries. Its stock (ticker symbol: MMC) is listed on the New York, Chicago and London stock exchanges.

Marsh & McLennan Companies Corporate serves as an internal business function providing infrastructure and operational services to our family of companies. Through a shared vision and best practices, we provide efficient and sustainable solutions to meet internal customer business needs

Marsh & McLennan Companies offers competitive salaries and comprehensive benefits and programs including: health and welfare, tuition assistance, 401K, employee assistance program, domestic partnership benefits, career mobility, employee network groups, volunteer opportunities, and other programs. For more information about our company, please visit us at: We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. For more information, please visit us at:

Marsh & McLennan Companies and its Affiliates are EOE Minority/Female/Disability/Vet/Sexual Orientation/Gender Identity employers.

QualificationsBachelor of Science R_008954-en