The Team Leader is primarily focused on infrastructure operational support and deployment processes. The TL will play a lead role in operational infrastructure escalations representing the Global operations team. The activities are focused on the maintaining applications and services provided to the Business and improvement of new and existing infrastructure components. The TL will be responsible for a team of technical staff and ensure they are directed and motivated on a daily basis. The operational team will work on Planned operational work, unplanned operational tasks, (Escalations), Changes/Incidents and Projects.
Operations work closely with the Delivery team and the product lines during deployments and for operational hand over activities in the development of new product, service and standards.
The Team Leader is responsible for maintaining and improving operational steady state of the infrastructure.
The core functions are:
Installation, administration and support of infrastructure technologies within ITS Global
Creating documents, processes and run books for infrastructure technologies
Operational Infrastructure service reviews
Key operational technical support specialist for hosting and network technologies
Managing operational incidents and problems to closure
Role and Responsibilities
Lead a team of technical staff. Prioritize and assign work tasks to team members and ensure all the work assignment are being delivered with acceptable quality and meet SLA.
Manage infrastructure incidents by actively participating in incident troubleshooting and triaging
Report and communicate on all issues within your responsibility area to senior KPMG management.
Liaise with other technical teams in the provisioning of information for developing proactive operational strategies and new service to ensure that services continue to meet business needs
Maintain and improve operational steady state and ensure high quality continuously available managed services
Identify monitoring requirements and service parameters including the appropriate response to alert events
Coach peers and team members, facilitate knowledge transfer within the Global Infrastructure group
Primary operational contact for Hosting and network technologies
Skills & Qualifications
Bachelor or university degree in Computer Science or Engineering.
At least 3 years of experience in working large international organizations
Five to seven years IT experience
Microsoft certification in Windows: Windows server 2008 Enterprise Administrator or Windows Server 2012 MCSE and/or Cisco to at least CCNA, CCNP/CCDP is preferred
Experience in working with external third party outsourcing suppliers
Excellent understanding and experience with datacenter operations
In-depth experience with Microsoft Server Operating Systems (Windows 2003, 2008, 2012, IIS, SQL Server) and cluster technologies- with related certifications
Knowledge of top tier SAN Technologies such as 3Par, EMC or NetApp and concepts such as Thin Provisioning, SAN Replication, Snapshots and LUN and Raid Implementation
Experience in networking, firewall and load balancing technologies
Experience in at least two or more of the following Proxy Technologies such as UAG, F5, TMG, Bluecoat, Cisco Proxy Technologies
Understanding of Authentication technologies such as LDAP, Certificates, ADFS, Kerberos, Virtual Directories and Active Directory user and policy management
Good knowledge of Microsoft office tools such as Word, PowerPoint and Excel
Good understanding and experience of the ITIL processes and SLAs and KPIs. Industry recognized qualifications are an advantage
Understanding of project management skill such as PMP or Prince 2 is an advantages
Well developed people management and relationship building and leadership skills
Excellent communication skills verbally and in writing to all levels of the organization. Confidence in dealing with staff, managers and partners across the firm.
Excellent communication skills in the English language, other language skills are an asset.
Excellent co-ordination and organizing skills
Reliable for upward reporting and a team player.
Ability to make rational decisions regarding the escalation of problems.
Attention to detail and pride in well-presented and accurate work.
Driven and enthusiastic with a can-do attitude to get the job done in a practical and pragmatic fashion
Experience of working in a multi cultural and multi vendor environment in a multi-discipline team in multiple country locations with sound knowledge in building effective working relationships.