Operational Support Team Leader – Wintel

IT & Change Management Services
HOR00141 Requisition #

Who we're looking for 
An experienced IT professional who understands and thrives on delivering first class customer service.  You will enjoy working as part of a team but also happy to work alone when required whilst being able to deal with the unexpected challenges that are often faced when being part of, and leading, an Operations team.  In addition to your ability to provide  our usual high level of support you will also be able to help with the ongoing improvement and innovation of the service that we deliver.   


 As a technical Team Leader you should expect your time to be split between approximately 20% team administration and 80% hands on operational support.   


 Although processes and procedures will be in place from the start, you will still have the opportunity to provide input to improve and refine the service that we offer moving forwards.


About Schroders 
We're a global investment manager. We help institutions, intermediaries and individuals around the world invest money to meet their goals, fulfil their ambitions, and prepare for the future.


 We have around 5,000 people on six continents. And we've been around for over 200 years, but keep adapting as society and technology changes. What doesn't change is our commitment to helping our clients, and society, prosper.


The base
You'll be based at our Broadlands Business Campus near Horsham in West Sussex - that's home to our  Global Technology Operations Centre.

It's a fairly new site, putting digital first. So we're looking for people who are excited about setting things up, shaking things up, and working across teams. It's a chance to shape how we work rather than slot into an established structure.

It'll have same high standards and international reputation as our HQ in the City of London, without being in the city: a big, countryside campus (and no commute on the Tube) means life will feel a little different. 


The team
As a member of the Global Hosting team working within the Technology Operations Centre you will be part of the wider Technology family, working alongside (sometimes physically, sometimes virtually) colleagues in all serviceline's around the world. 


Global Hosting are responsible for the Wintel, Unix / Solaris, Storage, Database, Backups, Cloud and Automation serviceline's, from an operational perspective through to design and delivery.  As such, you and other team members at all levels will have a huge amount of experience between you to help each other where needed.


What you'll do

•    Ensure that all team members are performing to expectation
•    Manage team administration, for example, overtime approval, objective tracking, personal development plans, Holiday, on-call rota's etc.
•    Ensure that continuous improvement plans are executed by the team
•    Build the teams skills sets by identifying knowledge gaps and feeding back to training programmes
•    Assist management with hiring processes and new team member training
•    Conduct team meetings to update members on best practices and continuing expectations
•    Ensure that the team a fully committed to delivery the best possible service to our business
•    Work as part of a Global multi-locational cross-matrix team in a dynamic and high pressured environment
•    Escalating to and working with vendors where necessary 
•    Adhere to the Serviceline's Global Policies and Standards
•    Attend training courses related to the Serviceline as well as taking ownership of your own career progression through continual learning
•    Highlight any cost saving, shift left or automation opportunities to Serviceline Manager
•    Form a professional working relationship with all Global Serviceline personnel to ensure cohesive incident ownership and resolution 
•    Form a professional working relationship with all levels of the Global Serviceline, including Service Desk, Operations and Engineering teams to share, assist and learn
•    Responsible for adhering to the Change, Incident and Problem Management processes in relation to the scope of the Serviceline
•    Proactively own incidents, problems or issues within the scope of the Global Serviceline whilst adhering to SLA's and OLA's where relevant
•    Ensure that incidents, problems or issues are effectively handed over to the next shift if required
•    Provide an excellent level of ticket management throughout the incident, change, problem or issue
•    Escalate any incidents, problems or issues within agreed guidelines and timelines 
•    Act as a technical resource for Change Requests within the scope of the Global Serviceline
•    Act as a technical resource for maintenance, firmware upgrades, and recurring patch cycles
•    Utilise documented Standard Operating Procedures and other documentation provided
•    Highlight gaps or possible improvements in the Standard Operating Procedure library,  other support documentation and general processes within the Serviceline as part of the Continual Service Improvement process
•    Adhere to Schroders Information Security policies and standards within the Global Serviceline
•    Adhere to Schroders Compliance policies and standards within the Global Serviceline
•    Provide the highest level of internal customer service during direct or indirect customer interaction
•    Awareness of the technology roadmap for existing technologies
•    Shift work, weekend work and being on-call will be required

The Knowledge, Experience and Qualifications That You Will Have
•    A love for technology, a desire to learn and an eagerness to progress 
•    Experience of working as part of a global team 
•    Experience of managing a ticket based workload
•    Experience providing support using documented operating procedures and processes
•    Ability to effectively and efficiently prioritise and execute tasks within a high pressured environment

You will have knowledge of the following…

Wintel Technologies
•    Microsoft Windows Operating Systems
•    IIS
•    File Systems
•    DNS / DHCP / DFS
•    Identity & Security
•    Anti-virus
•    Domain Controllers, Active Directory
•    Single Sign-On / ADFS / MFA
Security tools
•    Segregated environments (eg DMZ)
•    Patch Management
•    Certificate Management
Virtualisation & Automation
•    Citrix
•    Virtualisation / VMWare / VDI
•    Automation tools
•    Hyper converged technologies
•    PowerShell scripting skills


The Knowledge, Experience and Qualifications That Will Help
•    Experience of working in the financial sector
•    Experience, knowledge or a qualification in the ITIL Framework
•    Experience of ServiceNow and Splunk
•    Experience of UCS B class and C class servers
•    Knowledge of storage and backup solutions
•    Knowledge of Cloud computing
•    Working in an Agile environment
•    A degree-level qualification in a computing or technical discipline 


We're looking for the best, whoever they are

Schroders is an equal opportunities employer. You're welcome here whatever your background, race, sex, gender, sexual orientation, religious belief, age or disability.

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