This role is responsible for the stable operation and availability of Platform Services across our company and for our customers. This includes the management of incident and problem ticketing in line with SLA and OLAs, ownership of major incidents, staffing rotas and planned staff absences. You will lead a team of circa twenty technical staff supporting our customer base.
The role will cover all aspects of the delivery of platform support for Advanced and its customer’s infrastructure. Advanced’s platform Services include Problem determination and resolution, change and project planning, availability and performance monitoring, capacity management and utilization reporting for both infrastructure services and staffing, post Major Incident Reporting and Root Cause Analysis document creation, as well as day to day team management duties such as work load prioritization.
o Ownership – As Advanced continues to evolve its services around Service Management and Administration, we are looking for a manager proven in being reasonable and accountable for an infrastructure and technical group, to provide leadership for the core operational team. This will include adopting a continuous learning and improvement methodology for services, instilling good working practices and technical excellence, managing team priorities based on SLA and profile, working collaboratively with team leaders and Subject Matter Experts in defining tooling, monitoring, and the setting of standards.
o Leadership - Your team will provide 24x7x365 operational support of IT Infrastructure services. Responding to alerts in a prompt manner, ticket queue management, ensuring collaborative problem determination and resolution with other technology groups.
o Direction - You will provide direction to enable the team to deliver excellent proactive support to all internal and external clients. This includes implementing best practices and repeatable processes to improve stability and availability.
o Security – You will work with multiple client and support teams in ensuring adherence to company policy as well as contributing to the evolution of standards, enforcement techniques, platform security controls, identify potential threats and weakness. This includes providing automated processes for patch management and protecting the confidentiality, integrity, and availability of our clients’ data and infrastructure.
o Compliance – Ensure compliance to relevant standards (e.g. ISO 27001, 9001) and provision of systems to control, adequately measure, and handle the risks the business faces for the Managed Service.
o Development – You will manage and develop the platform team, define the training and development plans. This will include improving the overall knowledge of the systems, network, infrastructure, and processes. You will need to ensure that the team delivers outstanding service and meets or exceeds the agreed SLA’s with all customers.
o Team Management - Ensure the teams manage their respective ITSM queues and actively provide support and mentorship for the technicians, which includes effectively resolving P1 and P2 incidents on 24x7 basis and adhere to ITIL best practices including Problem Management. You will also proactively assign tasks and prioritize work to the team in occurrence with SLAs and delivery timescales.
o Collaboration - Work closely with our team in UK, Implementation resources to on-board new clients through the defined Service Take on process.
o Customer satisfaction – Customer satisfaction is critical for customer retention. You will work with Technical Service Leads and customer aligned Service Delivery Managers to ensure adherence to contractual commitments, delivery of services exceeding SLAs, and a positive customer experience.
o Be the complete Advocate for your technology group.
o Demonstrable previous experience of implementing and supporting large-scale IT Infrastructure within a Managed Service Provider environment or large business.
o Strong technical knowledge on Networking, Microsoft, VMware & Cloud technology, along with leadership and communication skills, to improve the delivery of services.
o A practical understanding of gathering business requirements & scoping relevant solutions.
o Ability to scope, define & provide solutions across a broad scope of diverse technologies.
o Display effective skills to communicate with the leadership community, third-party Suppliers, and internal / external technical teams.
o Strong consultancy skills and the capacity to be an excellent motivator to meet deadlines and handle change.
o Use resources to best advantage, by collaborative working with all Team Leaders.
o Setting the behavioural & performance standards. Energizing your team.
We are one the UK’s largest tech companies, and our products sit at the heart of some of the country's best-known businesses. We’ve grown phenomenally quickly with a £275m turnover and 2,800 employees supporting over 25,000 customers. We hire for potential. We want to make sure we have the best people for the job and provide genuinely equal opportunities for our people to thrive. Our recruitment process is designed with inclusion and equity at its core.
Find out more about the next steps once you’ve applied here - careers.oneadvanced.com/how-we-hire
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