Portsmouth, Hampshire, S. E. England, England
Up to £43073.00 per annum + including shift allowence
5 days ago
I have an exciting opportunity for an experienced Technical Lead based in Portsmouth working for a leading service delivery organisation. This is a customer facing position in a demanding and fast paced support organisation and is perfect for a self-motivated, forward thinking, innovative and intuitive individual with the ability to 'think outside of the box'. The role covers a number of aspects both technical and managerial encompassing and, in order to support projects more effectively, the Technical Leader team has introduced the concept of a Project Tech Lead and an Operational Tech Lead. These have been defined and incorporated within these R&R's.
The successful candidate will possess the following:
Strong communication skills
System architecture experience
Detailed infrastructure knowledge (UNIX, DB2, MQ, Intel)
Service Level Management (Change, Problem and Incident management)
Business Continuity and Availability
Project Tech Lead:
*Review project macros designs and solution documents and provide feedback as requested.
*Assist the Command Centre manager with project sizing estimates for workload that affects the staffing level of the Command Centre.
*Responsibility to highlight project issues to Service Management and Command Centre Manager.
*Support End-to-End project life cycle. From project start to Production cut over, including consistent updates and reviews of project status conducted with CC teams.
*Support projects from an operational architecture perspective i.e. plan review, meetings, challenge solution, measure service risks, support test plans and scheduling and problem recovery.
*Encourage and enhance the working relationship between the Project Management community and the Command Centre Tech Leads at the Global level.
Operational Tech Lead:
*Technical management of the live services.
*Management and coordination of both technical and non-technical personnel/support teams to drive speedy problem recovery
*Work closely with the Project Tech Lead to attend various project planning and implementation meetings.
*Work with team to recognise scope creep and action to minimise and/or reduce impact.
*Minimise risk by proactively identifying service improvements i.e. automation of tasks, document/procedural updates, and eliminate manual checks to help mitigate against long term problems.
*Work with support teams to develop, test and implement workarounds in an effort to quickly restore service.
*Own all infrastructure incidents until a workaround is identified and implemented.
*Mentor and become an active participant in the training of CC individuals.
Problem and incident management
*Serve as a senior technical interface to the customer.
*Technical Ownership of Severity 1 & Severity 2 problems and incidents including coordinating the technical resolution of the problem with appropriate support team(s)
*Attend Major Incident Reviews (MIR) to investigate effective remedial actions.
*Attend Daily Problem Call with the Customer.
*Confirm the technical viability of maintenance period plans
*Work closely with Change & Change Management to improve the Problem Process and audit readiness
Change review management
*Review/Approve all Changes considering risk and mitigation.
*Assume ownership of all Changes into the Command Centre with regards to ensuring suitability for acceptance into the live service.
*Effectively and efficiently manage the Change weekend, driving status and customer calls.
*Work closely with Change Management to improve the Change Process and audit readiness
*Maintain and review the Technical Lead Knowledge base/team room.
*Review procedures when required/assigned.
* Ensure key Problem Determination & resolution actions are added to the Technical Lead Problem Determination knowledge base.
*Maintain, support, and enforce the Active/Active model
* Encourage Support Teams to interface with the active Command Centre
* Required to work a 24x7 rotating shift pattern comprising of earlies, projects, nights and weekends.
* At the beginning and end of shift ensure an adequate handover is provided to the oncoming shift
* Maintain the Technical Lead Handover Database.
* Manage time on shift to ensure all Technical Lead tasks and responsibilities have been appropriately progressed.
* Provide cover when required i.e. to cover sickness, holiday, or training
* Manage the TL rota, modifying and adjusting when necessary.
* Attend (and Chair on a rolling basis) the TL conference call/team meeting
* Produce a TL conference call agenda, and document minutes
* Support/Work with Project Focal TL for Project implementations
*Provide advice, support, and guidance to other members of the Technical Lead team, and the wider team as a whole.
*Respond to queries from teams in and out of the Command Centre for day to day issues
*Provide technical information and education to other Command Centre teams if requested
*Ensure that ALL hours worked are recorded correctly on time recording application.
ECS Recruitment is acting as an Employment Agency in relation to this vacancy.