ICT Infrastructure and Operations Team Lead

Location: London

Department: Delivery – Network Operations
London thames river aerial view at night

Role Purpose

Management of the Information and Communications Technology (ICT) Operations and Infrastructure and team under Delivery.

Provide tactical and operational leadership to the Information and Communication Technology team defining and implementing infrastructure standards and policies as well as designing and delivering infrastructure solutions and projects that meet business requirements.

Work with Head of Service Infrastructure and other members of this team to provide a resilient, secure environment and ensure great customer service and support to the Business as a whole. Collaborate effectively with other technology colleagues and departments globally.

Key Accountabilities

  • Management and operation of the ICT infrastructure including server, storage and backup services and all infrastructure hosted in data centres and server rooms. Also, provide technical 3rd line support for desktop environment;
  • Management and operation of all ICT related network services (local and wide area, remote sites);
  • Management and operation of company telephony services;
  • Support the establishment of recognised technology best practices and pro-actively drive operational improvement;
  • Management and operation of Videoconferencing;
  •  Maintain a secure environment, managing any risk to business information and infrastructure;
  • Ensure compliance with regulatory requirements;
  •  Manage periodic maintenance including patching and infrastructure refresh work to help achieve a reliable environment, reduce outages, and down time;
  • Ensure routine standard operation procedures are documented and followed;
  •  Manage operational, project work priorities, and use resources as effectively as possible;
  • Provide support where needed with cyber security and vulnerability management to ensure there is an understanding of what the ideal target state looks like and ensure a plan of actions is established and implemented to address gaps by priority;
  • Provide technical support for local IT in the event of major incidents such as a Cyber Security issue or a local Disaster;
  • Provide support for use of cloud-based solutions, assist with licensing leveraging the Enterprise offerings where economical and drive forward with our cloud first strategy;
  •  Report on infrastructure usage and security;
  • Manage contracts and vendor relationships procurement for the infrastructure team;
  • Manage the budget procedure and procurement for the ICT team;
  • Provide asset management;
  • Manage and direct the ICT service desk lead and assist in guidance for the team to ensure effective 1st and 2nd line support can be given to new and existing infrastructure;
  • Responsible for the operational management of the following systems and infrastructure;
    • Infrastructure (VMWare, AD on premise and Azure, HP and Dell Servers, EMC Storage, SQL)
    • Management (monitoring platforms, ManageEngine OpManagerPlus, Desktop Central and ADAuditPlus)
    • Messaging (Exchange, Active Sync, Mimecast, MobileIron, O365, 3CX)
    • Application delivery (RDS services, SAP Business One, iDocuments),
    • Virtualisation technology (VMWare and Azure)
    • Security (applications and devices )
    • Network (LAN, WAN, Wireless, VPN’s)
    • Data services (DFS file share services, SFTP, SharePoint infrastructure),
    • Printing services
    • Telephony (3CX, virtual PBX technology)
    • Backup and recovery (Arcserve, Zerto)
    • Web (Domains and certificate management)

Skills & Qualifications

  • Demonstrable experience of Windows Server, including DHCP, DNS, DFS, WSUS, WDS, AD, Group Policy and experience of working in a multi domain environment;
  • Working knowledge of Exchange 2016;
  • Excellent understanding of HP ad Dell Server Hardware;
  • Excellent knowledge of VMWare and Azure;
  • Expert knowledge of Windows OS and O365 technologies and supporting;
  • Expert knowledge of MDM services such as MobileIron and Intune;
  • Proven experience with Arcserve, Zerto and similar backup and DR technologies;
  • Demonstrable experience with Switch, Firewall and SSL VPN appliances, preferably Juniper and Fortinet;
  • Significant proven people management skills;
  • Ability to manage own workload and set team objectives and priorities, delegating as required;
  • Excellent written and verbal communications skills;
  • Excellent interpersonal skills and ability to coach and develop junior team members;
  • Excellent project management and organisational skills;
  • Ability to collaborate with colleagues at all levels up to C suite;
  • Ability to be flexible and adopt Agile working practices.

In addition to the above responsibilities, the jobholder is required to perform other reasonable duties as assigned by the line manager from time to time.

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