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Infrastructure Support Manager ( Wintel and Citrix technol

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Job details
Infrastructure Support Manager ( Wintel and Citrix technol
WEB460745NM
To c£60,000 + Benefits
City


Company:


Global Insurance firm


Role:


Primary responsibility to maintain and oversee the 3rd Line support incidents to the desired level of service to the Business. Part of the Infrastructure Management Team with responsibility to ensure the continued delivery of a stable production environment with particular focus on Applications supporting the Business. ie, exchange, citrix, xp, SQL Server 2000, LAN/WAN etc. The role will be managing a team of 4-6 technical specialists and you will be required to lead and motivate this team whilst still being very in touch with the technologies


Duties:


Assist the IT Infrastructure Operations Manager in maintaining a secure, sustainable, resilient and efficient operation of a globally distributed IT Infrastructure production environment. Contributing to the development of IT Infrastructure strategy that takes advantage of technological developments where appropriate in order to support the corporate business needs.
Monitor ticket queues on a daily basis, assigning, intervening and providing guidance to the Infrastructure Support Engineers as required. Working with the Service Delivery Manager to ensure Support incidents are dealt with by the appropriate Teams and within Service Level Agreements. Analysis of ticket trends and identification & implementation of means to reduce number of tickets or improve response.
Responsibility for the operation of Infrastructure applications e.g. Exchange, Citrix, Active Directory (working alongside two other teams supporting the Data Centres and Corporate Network).
Participation in the planning and delivery of the Infrastructure project programme ensuring that tasks are delivered in line with the delivery dates.
Participation in change control process – reviewing and approving changes raised by Infrastructure Engineers.
Line Management of Technical Resources including Contract Resource.
Keep up to date with IT technological developments. Required to have high-level technical competence in a wide range of IT technologies and with that ability to task Engineers as appropriate. To undertake appropriate professional, technical and career development training (delivered internally and externally) to include attainment of associated qualifications where required.
Participate in all aspects of business continuity from an IT perspective, including disaster recovery to ensure minimum disruption during any business continuity disasters/issues.
Contribute to the development and implementation of appropriate IT control procedures, processes and methodologies to ensure compliance, integrity of data, processes and security including external and internal regulatory and statutory policies. Maintain and producing relevant documentation where required.
Responsible for coaching, developing and motivating direct reports through inspirational leadership and effective people management practices in order to achieve the optimal performance contribution from each team member. This will likely include managing activities (in respect of direct reports) including but not limited to, recruitment and selection; training and development; manpower planning; reviewing and appraising staff performance; proactively addressing staff grievance and performance issues; reward and remuneration. It is important these duties are carried out in accordance with group policies and practices and in conjunction with HR.
 
Contact details
Neil McCreadie
020 7481 8111
neil.mccreadie@ipsgroup.co.uk