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Technology Infrastructure Support- Team Lead
il y a 2 semaines
Role Description:
The GTI EMEA Luxembourg Team Lead is an Associate/Vice President level role in the Technology Operations family and is responsible for key functions within the GTI EMEA regional management & wider Global Technology DRIVE.
This role is intended to provide functions that deliver across a number of areas, including:
- Adhere to GTI Service Delivery and Technology Policies, Standards and Procedures
- Focus on meeting SLA across Incident, Problem, Change & Request Management processes
- Ensure key processes such as Asset and Media Management are thoroughly followed
- Ensure DC/MER/TR/Storeroom and in general all GTI spaces in the locations are always in good conditions, secured, cable managed and nothing is left out of place
- Provide Data Center support for maintenance, building, racking, unracking, connecting and decommissioning activities
- Provide Data Center access supervision
- Perform Database management and support activities
- Execution of infrastructure engineering activities such as design, implementation, monitoring, capacity planning
- Ensure escalating issues to the Technology Lead and to the relevant service owners, always let the management know about existing identified risks
- Partners with all peers in GTI EMEA locations for troubleshooting and also for delivering cross location initiatives
- Execution of the Global GTI Vulnerability Management lifecycle, including identification, reporting and remediation of vulnerability management issues
- Assist the Technology Lead in improving productivity resulting in increased cost effectiveness and value
- Ensure information controls, backup and recovery strategies are in place across all environments
- Provide problem management support to problematic recurring incidents ensuring root cause analysis is conducted and corrective action plans are in place
- Ensure high quality support to the clients with professionalism and good communication, own the problems and educate the clients promoting self service tools
- Provide support coverage for the required timeframe in the location, ensuring on call support on a Rota basis if required
- Complete a high quality Control Self Assessments on a timely manner according to the CSA calendar using the given template
- Ensure all inventories are always up to date and reconciled
- Coach and mentor team members
- Maintain a comfortable and conducive working environment
- Coordinate workload, Human resources, review assignments
- Delegate responsibilities
- Review and coordinate approval of supervision like changes, service requests, control reviews...
- Execute the GTI vision principles
- Assist the Luxembourg site technology leader
- Participate and lead to GTI EMEA workstreams
Adherence to all processes, policies and procedures is fundamental to the role providing success to the business and production environment.
Key Skills / Attributes / Work Experience:
- Verbal and written English communication skills
- Strong leadership skills (supervision, team building, problem solving, coaching, performance management,...)
- Strong client focus ability to operate at prime customer contact level typically at operational level
- Strong development focus train and improve skills
- Ability to work in a multitask environment, managing interruptions and prioritization
- Ability to successfully promote technology self service culture and tools to the clients
- Demonstrate to have a riskoriented mindset, to always check and verify and challenge the status quo
- Analytical Thinking: identifying problems and proposing ways to mitigate the risk
- Proven experience working with culturally diverse and geographically distributed teams
Additional responsibilities will include:
- Travel within region
QUALIFICATIONS REQUIRED:
- Bachelor's degree in technology related area preferred
OR: - 10+ years of related technology experience working with multiple technologies and complex, large scale, cross-functional project / production / service delivery and client support, preferably in the financial services industry and in large organizations
- Good knowledge of Hardware, Hypervisors, Operating Systems, Os Agents, Storage, Backup and Software architecture
- Strong technical capability
- Knowledge of MicroSoft Exchange server, Skype, Teams and SharePoint
- Knowledge of scripting (mainly Powershell, Python)
- Knowledge of cloud compute technology
- Knowledge of Agile (Jira/Kanban & Confluence)
- Experience in the product space, within key technology areas such as storage, standard voice, preferably trader voice too, voice recording, network, rack & stack and cabling management
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