Infrastructure Operations Team Leader

Job Purpose  
Infrastructure Operations Team leader, you will drive operational excellence across all facets of all IT systems and operations, ensuring robust, scalable infrastructure and services whilst fostering a culture of continuous improvement. You and your team will lead technical diagnosis and resolution of incidents, as well as maintaining and innovating the infrastructure and services we provide to the business.

You will manage a team responsible for the installation, configuration, and maintenance of software and hardware both on-premise and in cloud-based environments - as well as remotely supporting staff as needed and work with group entities globally as needed.

Key Accountabilities & Responsibilities 
•    Lead and manage a team if highly skilled infrastructure engineers. 
•    Vulnerability and patch management 
•    Application management including support and upgrades. 
•    Responsible Service availability across the group that is factored into solution scoping and day to day operations.
•    Responsible for making decisions on behalf of the business/IT Ops on incoming work
•    Review and vet any project related work that requires Infrastructure/software/services 
•    Responsible for engaging technical resources to assist with project deliverables – internal and external. 
•    Maintain a good working knowledge of current infrastructure and future trends
•    Involved and contribute to Governess Across IT – Tech/Services/Processes/info sec
•    Delivering new functionality required by the business while protecting the integrity of existing services
•    Responsible for managing and maintaining Risks to the business that could cause outages/loss of revenue – Risk management 
•    Responsible for delivery of annual DR testing utilising best in breed technology
•    Work within the ITIL process- Change, problem, incident etc. – support the process and adhere to CCM principles
•    Support the Audits and Sarbanes Oxley ensuring systems are compliant and follow documented IT Controls 
•    Forward thinking/planning 
•    Maintaining relationships with technology, software, and security vendors 
•    Information within the business. Support, guide, influences where necessary 
•    Ensuring that Information Security is factored into the evaluation, selection, installation and configuration of hardware, applications and software.
•    Assist with management, maintenance, infrastructure and service 
•    Escalation support for out of hours incidents/issues
•    Assist IT ops in service-related issues where required, be a point of contact and escalation
•    To support the technical services team on 2nd and 3rd line incidents, and planned work, managing them through to resolution
•    Troubleshoot and monitor the technical infrastructure and perform preventative maintenance work, to ensure operational effectiveness and stability of the technical environment
•    Supporting and coaching Infrastructure team members
•    Supporting infrastructure design planning
•    Documenting infrastructure processes, procedures, and standards and to maintain or prepare system documentation as required
•    Liaising with other departments in identifying and resolving technical business issues 
•    When required support the operations team in resolving high impact, or technically challenging problems. 
•    To be available for "out-of-hours" work to resolve support calls or planned activities.
•    Put security at the heart of the solutions created and supporting the Infosec teams as required.
•    Works with the wider senior team to ensure that all activities and operations are performed in compliance with regulations and laws governing business operations.

Person specification: 

Knowledge & Experience 
•    Team and man management 
•    Strong expertise across Windows Server platforms
•    VMWare virtualisation technologies
•    Be able to contribute to the 3rd level technical expertise across a Microsoft, Dell, and Citrix infrastructure.
•    Exchange 2016/2019 Hybrid, Office 365 and Azure AD
•    PowerShell, including knowledge of scripting
•    Understanding and expertise in security products and services 
•    Dell and Netapp hardware, including traditional 3-tier and HCI (VxRail/VSAN/NSX). 
•    Storage and Backup Management using SAN/NAS based technologies 
•    Web based technologies, e.g. IIS, .Net. and Microservices
•    Administration of Active Directory, Group Policy, DNS/DFS/DHCP/WINS, Windows File & Print services
•    Pro-active problem solving and diagnosis skills - able to communicate to internal/external clients and must demonstrate documentation skills.
•    Load balancing technology
•    Windows Clustering 
•    Team player, with the ability lead by example generating energy within IT operations and the team they manage.  

Desirable

•    Knowledge of one or more specific skill in the following areas:
o    Exchange
o    Citrix XenDesktop
o    Commvault backup, or Veeam
o    Ivanti Patch management
o    Rapid 7
•    Experience of architecture/design principles
•    An understanding of ITIL processes, including change and incident management
•    Troubleshooting and analysis skills
•    An understanding of networking essentials
•    O365 configuration and support, including Exchange and Teams
•    Experience in a technical support role within financial services sector
•    Systems operations monitoring using PRTG or equivalent.

Any of the following accreditations with be beneficial: MCSE/VCP/Cisco qualifications

Personal Attributes: 

•    Ability to cope in a technically complex and fast-changing environment, and to respond calmly and rationally to changing aspirations in a deadline-driven situation.
•    Strong planning and organising skills including the ability to manage several work streams simultaneously.
•    Strong tenacity, sense of urgency and problem-solving skills.
•    Able to quantify and articulate business options, risks, issues and benefits, clearly and succinctly, supporting effective decision-making and resolution.
•    Demonstrate professionalism to support a culture of integrity within the team.
•    Credible and persuasive at all levels within the organisation and externally
•    Ability to innovate and to challenge entrenched thinking coupled with sensitivity to the current culture of teams 
•    Able to work at pace whilst maintaining very high standard in a busy Infrastructure team
•    Able to operate effectively in a matrix management structure and is comfortable being accountable for services they may not directly own
•    Ability to communicate clearly internally and externally and develop relationships with a variety of stakeholders
•    Able to organise, manage and prioritise own workload and teams.
•    Results orientated with good communication and interpersonal skills.
•    Excellent communication skills – able to communicate effectively at all levels.
•    Demonstrates strong leadership behaviours, providing direction to IT and business leaders alike on all aspects of testing. 
•    Able to multitask and manage multiple complex initiatives in parallel.
•    Results focussed, with a pragmatic approach to delivery without sacrificing quality.
•    Can operate effectively under pressure in an environment with dynamic objectives and deadlines.

Values

Everyone in the Company is expected to live our values in all that we do. Put simply they are our promise to each other and form a critical element of the business’s ongoing success. 
Our values underpin our actions and they guide our decision making. Our values are: 

•    We care - we put people first and engage  with honesty, empathy, and respect 
•    We find a better way - we deliver our best in everything  we do, find ways to make a positive difference, and achieve impactful results
•    We are inclusive and collaborative - we embrace our differences  and work together to ensure  every individual can thrive