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Manager, Corporate Infrastructure – London Stock Exchange Group (LSE.L)

  • 2 months ago
  • Colombo

Job Information

Job Description

Roleprofile

This role isto manage and lead all the Colombo Production Services staff who are supportingcollaboration and infrastructure for LSEG. This is a Technical Lead role withinCSS reporting into the Production Services Lead in London. The role entailsmonitoring staff performance with oversight and leadership to ensure excellenceand the delivery of a world-class customer experience and service. The rolerequires that the agreed services are delivered to the required predefined andagreed quality standards, with focus on a high quality and cost-effectiveservice.

Responsibilities

  • Drive the team to deliver service excellence and industry best practice
  • Provide technical leadership and a technical escalation point for the team in maintaining and supporting the Production Services environment
  • Monitor performance of team via continual PMR process
  • Evaluate standards and processes that the support team is involved with and highlight any areas of improvement
  • Ensure that co-ordination and communication between the service owners, Global support teams and Management are being maintained in critical development situations
  • Review, implement and maintain SLA’s with internal and external stakeholders and implement and update escalation procedures where relevant
  • Create & review statistics to support client feedback and identify improvement opportunities
  • Ensure that all documentation is maintained by relevant staff within the team
  • Implement and maintain out-of-hours support in the team as appropriate
  • Monitor the ongoing workload and performance of the support team to ensure that the team provide the highest standards of service
  • Provide regular management reports
  • Ensure that timely and appropriate system and business training is provided to all team staff
  • Support recruitment activity to build skill groups as requested
  • Look for opportunities for team members to grow in role or take on wider positions supporting multiple client groups
  • Implement Continuous improvement programs to automate repetitive tasks, remove underlying issues to reduce incidents and to increase availability
  • Comply with the appropriate Governance and standards
  • Exercise Budget/Cost control
  • Management of a shift rota to ensure 24×5 onsite cover and 24×7 cover with on-call support
  • Ensure that all processes and documentation are adequate and effective to meet support and audit requirements
  • To ensure effective, pro-active monitoring and management is in place for systems
  • Participate in regular disaster recovery tests
  • Liaise with 3rd party organisations to resolve incident and problem investigations – understanding all 3rd party escalation processes
  • Undertake any other duties as may be required on an ad-hoc basis
  • Seeks opportunities to improve efficiency
  • Responsible for overseeing budget.

RequiredSkills and Experience

  • Experience of leading and managing a team within an Operations/ Production environment
  • Ability to communicate at all levels throughout the LSEG organization
  • Understanding of Operational Acceptance Testing (OAT), Disaster Recovery, High Availability (HA) in a Production environment
  • Understanding of Change Management, Incident Management and Release and Configuration management processes
  • Working within a matrix management organization structure and with diverse project delivery team(s)
  • Project delivery using offshore capabilities; an understanding of the complexities of working with offshore teams 
  • Demonstrated ability to successfully deliver medium-sized and large-sized projects of technical complexity
  • Good working relationships with 3rd party suppliers and vendors
  • Strong knowledge in Windows 10 and other Windows builds and Windows Server 2008 and above
  • Strong knowledge of Active Directory and migration experience
  • Good understanding of all Citrix technologies and User Experience Monitoring Technologies – Citrix Director, Lakeside Systrack
  • Strong knowledge in ESX & XenServer

 

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