Infrastructure Technical Support Manager
This is a hybrid role with our Dublin office, where you will be onsite 2-3 times a week and home-based the rest of the time.
Job Description:
As our Infrastructure Technical Support Manager, you will play a key role in helping to strengthen our team. Your primary responsibility will be the technical management of our third-party technical infrastructure engineers.
Key Responsibilities:
* Ensuring incidents and requests assigned to Level 2 and Level 3 teams are resolved according to agreed service levels.
* Coordinating activities between technical teams and third-party vendors in the resolution of such incidents.
* Ensuring timely and efficient implementation of approved changes.
* Maintaining the overall health of the managed service infrastructure.
* Building and maintaining collaborative relationships with technical delivery teams and external suppliers.
* Ownership of call response and resolution.
* Managing the availability of services.
* Working closely with Service Management & Lifecycle teams to provide support for customer issues, major incidents, escalations, and service improvement activities.
Requirements:
* Experience leading technical teams with a good understanding of infrastructure technologies (Windows, VMware, UNIX & on-prem cloud) in a service provider organisation.
* Experience building excellent working relationships with Board Level Executives (SMT) and Directors/Senior Management (customer and internal).
* Proven track record of managing an infrastructure-related ICT service.
* Experience supporting/managing technologies such as: Windows Server, infrastructure (SAN, Virtualization), Exchange, and content filtering technologies, enterprise-level backup solutions (Commvault), monitoring (SolarWinds), and Citrix application delivery.
* Experience managing call response and resolution.
* Experience of technical team management and work allocation.
* Experience of ITIL standards and procedures.
* Change, release, problem, incident, and capacity management experience.
* Ability to persuade and influence organisationally through various approaches and across all levels of the business.
* Excellent verbal and written communications, including presentation skills.
* Outstanding problem-solving skills.
About Capita Technology and Software Solutions (TSS):
Capita Technology and Software Solutions (TSS) is a global shared service responsible for delivering innovation and digital transformation for Capita's businesses and clients.
What's in it for you?
* Opportunity to progress your career.
* 23 days annual leave (rising to 27 days with time) with opportunity to buy more leave.
* The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice.
* Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform.
* Company-matched pension, a cycle-to-work scheme, 15 weeks' fully paid maternity, adoption, and shared parental leave, and plenty more.
What we hope you'll do next:
Choose 'Apply now' to fill out our short application, so that we can find out more about you.
Location:
Dublin, Ireland
Time Type:
Full time
Contract Type:
Permanent
We're an equal opportunity employer:
We consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status, or any other protected characteristic.