| Infrastructure Support Team Lead | |
|---|---|
| Location: | Newcastle Upon Tyne, Northumberland |
| Salary: | £35,000 Per Annum |
| Date Posted: | 26/01/2011 |
| Job Type: | Permanent |
| Company: | TBA |
| Main Duties/Responsibility: Provision of support activities via a team of Infrastructure specialists to support our on-going business operations to ensure continued business operations and minimise system downtime and operational impact of any outages. Operating in a proactive and customer focussed manner Lead the Infrastructure Support Team, including monitoring work queues to ensure timely issue resolution; monitoring and assessing work performance; identification of training and development needs; and implementing administrative and employment procedures relating to the recruitment, induction, disciplinary and grievance matters. Line Management of Infrastructure Support staff, including employee engagement/motivation; mentoring and performance management Co-operation with the Service Desk Manager relating to issue resolution of infrastructure elements. Liaison with Divisional Delivery Managers where issues require collaboration and/or escalation Contribute to the protection of eaga’s IT information assets via regular testing and diagnostic processes. Including, but not limited to, Penetration testing issue treatment; reviewing file and folder access requests; adherence to Information Security policy, procedures and best practices; identification and implementation of security improvements. Ensure that our mission critical systems are adequately backed up to allow business recovery, including regular testing and verification Co-ordination of Infrastructure aspects of our DR procedures Co-ordination of and participation in the BIS Infrastructure Support Team’s on-call rota Generation of Incident reports and RCA documentation Provision of accurate information contributing to monthly reports Work in an open and collaborative manner with other BIS teams, eaga support units and business units, particularly Shared Services departments (eg procurement) and our site in India. Any other reasonable duties as may be specified from time to time by the Operations Services Delivery Manager Technologies The successful candidate should have knowledge, preferably gained through hands on experience, in the following technologies: MS Windows Server Products Active Directory MS SQL Exchange CISCO networking, including firewalls and MARS security products IP Telephony (VOIP) technologies such as AVAYA and Nortel systems Virtualisation Systems: VMWare / vSphere Backup tools such as NetVault or NetBackup McAfee Antivirus or similar Encryption technologies such as PGP Mixed Hardware Environments: IBM Blade Centres, Dell Servers, HP Servers Experience in desktop technologies (Windows XP/ Windows 7 and MS Office product suites) WAN technologies such as MPLS and Internet Candidate Requirements: Essential Criteria A proven track record of supporting large volumes of users (1,000+) across multiple sites and focussing on multiple aspects (database, infrastructure, security, helpdesk) in a commercial environment Good communication skills since the role has a strong Customer Facing Focus Experience of multi-disciplinary (IT related) supervisory experience Strong analytical skills and attention to detail is required A general and broad knowledge of current issues and advances across all Infrastructure disciplines (e.g. Internet architectures, security, packaged applications) Excellent and proven written, numerical and presentational skills Mentoring and development of IT staff Possess and display a customer service ethos and attitude that will drive our service excellence commitment throughout the organisation Exposure to ITIL Desirable Data centre management background Experience of utilising off-shore resources in support delivery Experience in call-centre/customer focussed and financial environments Knowledge of mobile computing solutions Experience of managing suppliers Experience of working in ITIL environments |
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