Role purpose Responsible for managing teams and provide SME level expertise to the business for IT infrastructure, designs, implementations and ongoing support. Review global strategy, standards and templates for Travelex infrastructure and ensure local and global colleagues adhere to them. Role holder to provide: Strategic direction and oversight of IT and business change Design input and review of the transformation from legacy to new infrastructure solutions,
including “Cloud First” initiatives Vendor relationship management and maintenance contract management for the specific technologies for the role Managerial level escalated support for any IT incidents Define / review / agreed standards and time-scales detailed within SLAs Key accountabilities Technical Provide technical leadership on infrastructure services design and implementation in the network field Provide governance / guidance over current deployments ensuring they are to agreed standards and templates Provide 3rd Level technical support on infrastructure incidents Provide assistance to the wider global operational teams to leverage specialist knowledge Provide consultancy/mentoring to the operational team members on technical aspects of the role Identify and vendor manage strategic partnerships with technology partners and maintain an up to date expert knowledge of technology, services and products offered by suppliers Perform technical product evaluation and research to enhance operational services Identify and pursue automation opportunities Cloud computing skills relevant to the strategy and technical area Managerial assistance with priority incidents and ensure proper escalation procedures are followed and where required liaise with other support areas and third parties to ensure the problem is resolved within SLA Design of skills and career improvement training initiatives Exposure to Checkpoint, A10, Cisco Meraki. Experience and personal qualities Relationship management Excellent people management and team building skills Resource assignment to operations and project requirements Deputise for the Head of Infrastructure and Networks in their absence. acting as escalation point and attending meetings where senior management resource is required Provide regular updates to line management on workload and issues Provide performance review for the team and understand company HR principles Develop sound professional working relationships with IT colleagues, business staff and management, building their confidence and acquiring an understanding of the business Ensures the smooth management and resolution of IT Function service issues for existing and new business processes’Work closely with the Mumbai support teams to ensure the provision of support, testing and delivery of infrastructure services Management information Ensure all systems can be monitored centrally using managed standard reporting tools. Produce accurate, timely and relevant MI for the Head of Infrastructure and networks Analytical review of data to improve servers and reduce incidents or change Communication Responsible for pro-active and regular communication with team members Writes and speaks fluently on all aspects of work and communicates effectively with all levels of management Actively communicate and seek feedback from colleagues and customers Be supportive and encourage support for ‘people initiatives’ Key participant in team briefings Be proactive in the provision of feedback and the delivery of ideas to develop and improve Travelex IT services Provide feedback to line manager on general activities of role and ‘how we are doing’ General Undertakes any necessary training associated with the duties of the post and participates in training and development procedures Complies with all company health and safety policies and legislation in the performance of their duties and responsibilities Maintains confidentiality and observes Data Protection guidelines Manage expenses in accordance with company expense policy Carries out any other reasonable duties commensurate with their capability Essential Excellent knowledge and experience of technologies and vendor management in their technical area In depth knowledge of implementation and support in their technical area. Delivering projects and consultancy as a specialist Creating solution options and proposals for solutions, including setting the strategic direction of the platform. Ability to create and document standards Good experience of IT Security - deploying solutions in a secure manner, with a view to achieving PCI requirements Ability to approach technical problems in a thorough and logical manner Good communication and presentation skills Be a valued team player, trustworthy, self-motivated and able to work under own initiative Desirable Ability to forward plan own workload and project schedules Experience in ensuring system services designed and implemented to Travelex standards (or produce a new global standard to be followed) Experience in leading or supporting steps to ensure fully auditable controls are in place for all designs/solutions Experience in generation of Global IT Operations MI (ITSD DB, Costing Model) fully up to date and accurate
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