Infrastructure Technical Support Manager
Great opportunity to join our team as our Infrastructure Technical Support Manager to be responsible for the technical management of our 3rd party technical infrastructure engineers.
What You’ll Be Doing:
* Ensuring incidents and requests assigned to Level 2 and Level 3 teams are resolved according to agreed service levels
* Co-ordinate the activities between the Technical Teams and third-party vendors in the resolution of such incidents
* Ensuring the timely and efficient implementation of approved changes
* Responsible for maintaining the overall health of the managed service infrastructure
* To build and maintain collaborative relationships with technical delivery teams and external suppliers
* Ownership of call response and resolution
* Responsible for managing the availability of the services
* Working closely with the Service Management & Lifecycle teams to provide support for customer issues, major incidents, escalations and service improvement activities.
What we’re looking for:
* Experience leading technical teams with a good understanding of infrastructure technologies (Windows, VMware, UNIX & on-prem cloud) in a service provider organisation.
* Experience of 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 in 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 of 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 a variety of approaches and across all levels of the business.
* Excellent verbal and written communications including presentation 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. We work collaboratively with Capita’s divisions to shape the right digital technology solutions to help clients work differently, engage differently, sell differently and to be resilient to whatever next comes their way. We create innovative technology and software solutions for Capita’s clients and businesses while ensuring secure, resilient and predictable service delivery. TSS brings together colleagues from across Capita into a single function to deliver world-class technology and software solutions for Capita’s businesses and clients.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
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