The Role:
As Group Head of Infrastructure & Support, you will lead a team of 4, comprising an Infrastructure Engineer, a Cloud Platform Lead, a Network Engineer and a Service Engineer. Managing all Group led IT infrastructure projects, systems and escalations of infrastructure support tickets from the businesses.
You will report directly to the CITO in Head Office as part of IT Senior Leadership team.
The Head of Infrastructure & Support will oversee day-to-day activities of the Infrastructure & Service Team and will be responsible for and be proactive in ensuring that the Global group businesses infrastructure including Data Centres, Azure, Servers, Networks, Storage, Microsoft 365 and related systems are robust, resilient and high performing to meet the evolving needs of the group. You will work in partnership with Group Security, ERP and IT teams in the business divisions to ensure the underlying infrastructure works reliably and securely.
Responsibilities:
Provide strategic roadmaps for Global Infrastructure services including Active Directory, Azure Cloud, On premise infrastructure, Networks (WAN & LAN) and Microsoft 365.
Lead the development of a new zero trust WAN solution to support the business, improve security and to simplify the on boarding of acquired entities, working in close collaboration with our Group Security team
Continue the on-going approach of migrating server infrastructure in line with Cloud Strategy
Support the migration of standalone O365 tenants to the Group O365 tenant.
Develop and implement a strategy to revitalise our Freshservice Support platform with focus on driving automation and operational efficiencies to deliver an excellent customer service
Deliver Infrastructure projects in line with Group and IT Strategy.
Line management responsibilities for the team providing support, training, personal development plans and undertaking 1-2-1 reviews.
Manage the team to ensure that robust Change and Incident management processes are followed.
Monitoring infrastructure tickets escalated to the infrastructure team ensuring prompt resolution of all tickets.
Applying a security first approach to all systems, working closely and in a collaborative way with the Group Security function to ensure that all systems and changes have security at the forefront.
Working with the IT teams to ensure the BAU (Business As Usual) change handover process is followed for any new systems delivered or changed by the project delivery teams for production/services when they go live.
Work with Infrastructure team to create, manage and ensure all KPI’s are met including but not limited to system availability uptime, regular maintenance scheduling and resolution of support tickets.
Work with the ERP and Infrastructure teams to create, manage and maintain SLA’s including response times for incidents or problems, availability of servers supporting applications.
Define all the services and systems the teams are responsible for in a Service Catalogue.
Ensure a robust and secure backup process is maintained and actively tested for both On-Prem and Cloud based systems.
Manage a maintenance and patching schedule working towards an automated zero down-time maintenance model wherever possible.
Ownership of the Group Infrastructure & Support budget including yearly budgeting and quarterly forecasting.
Manage relationships with external partners including contract negotiations.
Manage key internal stakeholders and ensure appropriate communication and updates on progress of key projects.
About You - Key Skills and Experience:
Essential Experience and skills
· 5+ years’ experience in a similar Infrastructure management role.
· Strategic experience in mapping out vision for Group wide Infrastructure combined with strong technical knowledge and a hands-on approach
· Experience in deploying an SD WAN solution an advantage
· Strong Active Directory experience is required.
· Experience managing NOC/SOC and security and network monitoring tools
· Experience in project management to successfully deliver on key infrastructure projects
· Experience with cyber security tools deployment and configuration and experience in cross functional collaboration during cyber security incidents.
· Contract negotiation skills and ability to hold partners to SLA's and to deliver against internal KPI’s
· Proven ability to create strategic roadmaps and deliver projects on time and within budget.
· Disaster Recovery experience an advantage
Key Competencies
· Strong communication, interpersonal skills
· Ability to lead, motivate and develop a high performing team
· Strategic vision matched with strong technical skills
· Ability to work well under minimal supervision and with a high degree of responsibility
· Ability to prioritise workloads and to deliver results
· Dedicated to providing high quality customer service and managing relationships both internal and external· An ability to work under pressure and to tight deadlines· Enthusiastic team player who engages with peers and management teams