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Arcadis
Remote (Asia Time Zone Permitted)

Global Infrastructure Operations – Shift Team Lead

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Global Infrastructure Operations – Shift Team Lead

Arcadis
Salary : Login to view salary Apply from Source
Job Type : Full-Time
Education Requirement : Bachelor Degree
Skills :
Experience : 3 to 5 years
Work Days : Monday To Friday
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Job Detail

Job Purpose

Responsible for managing a team within Infrastructure Operation Center professionals to ensure best practice methodology is practiced, technical experienced leveraged and customer outcomes are delivered driving high levels of customer satisfaction, this team will support and will encompass the following technologies: -Windows, Cloud Services, Virtual Infrastructure & On-Premise, Networks and Remote Office technologies.

Individual accountabilities

Strategic Goals

• Accountable for the support function as a whole and in defining the SLA’s and the time for response on incidents pertaining to the service line, people management goals and resourcing is key

Partner and Business Management

• Responsible for managing the relationship with the BRMs and the business as an escalation point for IOC matters. Also, the role of managing our partners support team to deliver on the required time to response. Improvement of support culture and services for client satisfaction.

Contract Management

• Understand and align the support to the contract for each service line and business unit

Incident Management

• Responsible for managing the team, partners, and vendors accountable to the SLAs/KPI and internal processes. Delivering on these metrics is key to the role.

Problem Management

• Responsible for managing the team, partners and vendors in order to provide root cause analysis, workarounds and/or permanent solutions necessary complete problem management process.

Change Management

• Responsible for managing the team, partners, and vendors accountable to the SLAs/KPI and internal processes. Also, responsible for ensuring that the change is successful, and UAT/Testing is completed.

Release Management

• In tight collaboration with internal teams, partners, and vendors, making sure each revisions/change that will be introduced into the live environment have been tested vigorously and will have minimal effect to live service.

Configuration Management

• Responsible for version control. Ensures full use of CMDB to track, control and archive metadata, password encryption keys and other config details.

Service Level Management

• Owns the definition of the service levels internally and negotiated (through governance and framework) with our partners and vendors and is responsible for delivering these metrics and working with SDMs for adherence

Monitoring, Availability and Capacity

• Delivering on the required SLA/KPI’s on each of the service lines regarding monitoring (reacting to alerts, reactive and proactive) and ensuring that the systems availability is crucial. Review of capacity regarding links and compute and storage values is also a key requirement.

Key shared accountabilities

• Take ownership of all aspects of support for within the connectivity, server and storage domain. Ensure management metrics for incidents, change and problem management and incident restoration are within the provided SLA.

• Serve as an escalation point for the domain's related incidents ensuring customer satisfaction, quick and sound resolution. All RCA's are reviewed, and problem management are to Arcadis standards.

• Liaise with the domain Connectivity, Server and storage, Architect leads on a regular basis to keep the partners/vendors in-line with the service level and metrics agreed to, regular service checks (weekly, monthly) and feedback.

• Ensure service governance (regarding Support) and framework is deployed to an ITIL standard as part of the service module, whereby accountability and recognition of success is highlighted.

• Be responsible for the SLA/KPI of our external partners and working with the service delivery function and monitor the processes through reporting.

• Assist with service improvements and feedback to ensure issues are resolved.

• Primary escalation within the organization for service level breaches and working with the business to understand any outstanding items that result from poor support levels and or performance.

• Own the responsibility of identifying gaps, bottlenecks, and opportunities within the support process lifecycle to provide a more efficient workflow.

• Identify domain support improvements, define, prioritize, budget, and plan them in accordance with domain team.

• Monitor and ensure the KPI's and SLA's are abiding by through regular reviews with the team and vendors and hold accountable discussions on result driven data.

• Be responsible for the forecasting of support numbers and issues through data analysis.

• Ensuring that the support provided meets market grading and metrics.

• Managing the team and resources with extra project allocations on a part time basis as resources are shuffled.

• Provide the team with a clear career progression path and provide some planning on development.

• Assist the business with external and internal audit requests.

Decision rights

Owns:

• Infrastructure Operation Center Support Process

• Monitoring Process

• Infrastructure Support Metrics & KPI

Profile requirements

• Minimum 6+ years’ work experience with at least 2 year experience in a similar role.

• Experience in leading a team

• Deep Experience in Server Operations

• Has experienced knowledge of relevant systems & tooling, such as: Support Improvement and operation

• ITIL, standards and process frameworks (Support)

• Problem management, Triaging methodology, Governance, principles and policies

• Devops Experience and an agile understanding

• Knowledge and understanding of Industry best practice within ICT

• Support framework and governance knowledge

• Experience in server/network infrastructure design and project implementation

• In depth understanding of Server Operating Systems

• Advance Network knowledge

• Expert knowledge of SSO, Active Directory, DNS, DHCP, File/Print Services, Application Presentation and Virtualization

• Enterprise level experience with server deployment and support

• Experience with Hypervisors (VMware, MS Hyper-V) cluster and data center architecture

• Cloud and hosted environment experience (Azure, AWS)

• Devops Experience and an agile understanding

• Experience with Ping, Citrix, FTP, and IIS

• Registrations/Certifications preferred: MCSE, MCSA, VCP, CCA, CCNA/CCNP

• Advanced networking knowledge

• Understanding of TCP/IP IPv4 & IPv6

• Understanding of Cisco IOSExperience with Hypervisors (VMware, MS Hyper-V) cluster and data center architecture

• Cloud and hosted environment experience such as Azure, AWS and other cloud hosted environment

• Registrations/Certifications preferred: MCSE, MCSA, VCP, CCA, CCNA/CCNP

• Understanding of TCP/IP IPv4 & IPv6

• Understanding of Cisco IOS

• Knowledge of routing protocols especially BGP, EIGRP, OSPF, PfR (Performance routing)

• SD-WAN solutions

• Cisco DMVPN and MPLS WAN deployment and support

• Cisco ACE and/or F5 hardware load balancing (with SSL offload)

• Cisco VSS (Virtual Switching System) and data center architecture

• Check Point, Fortinet, and/or Cisco firewalls

• Cloud and hosted environment experience (Azure, AWS)

•  Amenable working in a mid shift or night shift

For this role Arcadis values professional experience across the following priority areas:

• Breadth of experience: Working internationally, across different industries and business lines and/or functions, managing projects impacting people/issues/solutions across organizational boundaries.

• Leading transformation: Ability to bring people on a journey to the unknown, creating a sense of stability and security in uncertain times, avoiding change fatigue.

• Data and technology: Adopting data-driven decision making, leveraging data to create and demonstrate value. Tech savvy and comfortable and curious about technologies.

Aligned to the Arcadis Leadership model we seek leaders with a strong fit to our leadership success profile, to build and drive our culture of inclusion, accountability, human-centricity, and sustainability. Successful leaders at Arcadis will possess strong learning agility, combined with a balanced mix of being curious, driving success and igniting passion.

Be curious:

• Demonstrate and develop curiosity in oneself and others; bringing clients and Arcadians on a journey of discovery and co-creation.

• Have a global, strategic, and future thinking mindset.

• Are digitally-savvy, entrepreneurial and innovative.

• Build organizational networks that are value-adding, engaging and purposeful.

• Incorporate a human-centric, experimentation and continuous learning mindset to lead innovation and transformation.

• Actively engage diverse points of view and manage healthy issues-based conflict.

Drive success:

• Create a sense of shared ownership and accountability balancing this with decisiveness and holding others to account for delivery.

• Take ownership for own responsibility, creating clarity and motivating and aligning others.

• Internalize organizational goals, making them one’s own personal stretch goals.

• Are outcomes focused and tackle challenges head-on.

• Demonstrate commercial acumen in general, and specifically with regards to sustainable solutions.

• Actively shape the future of the organization.

Ignite passion: 

• Personally role model own commitment to improving quality of life and putting sustainability at the core.

• Apply an adaptive style to engagement that is culturally sensitive and appeals to the personal needs of others.

• Bring clarity and manage anxiety in others, through clear communication and inspiring storytelling.

• Integrate their work, helping others make the connection between their work and the bigger picture.

• Maintain personal resilience and rebound from setbacks and help others to do the same.

• Build trust through authenticity, demonstrating integrity and courage regarding own convictions.

Main working contacts

• Global Connectivity Team

• Global Server & Storage Team

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