Infrastructure Operations Team Leader - Core Services
This job is no longer available.
JOB DESCRIPTION
Location: Wanchai, Hong Kong
In this office-based position you'll experience a supportive approach to your wellbeing and continuous learning opportunities in our friendly and inclusive workplace. Find out more at computershare.com/flex.
We give you a world of potential
An exciting opportunity for an Infrastructure Operations Team Leader - Core Services to our Global Infrastructure Operations Team has risen. The Team is responsible for providing 2nd and 3rd line support to all of CTS customers and clients, as well as enhancing customer experience through investigating and resolving system faults, enabling our customers to run their operations effectively.
This team leader will be responsible for incident and request management and operational support of the Global infrastructure to provide proposals, guidance for business projects and direct interaction with key clients to present various Computershare technology solutions. We are looking for you to build great relationships within the team
A role you will love
As an Infrastructure Operations Team Leader - Core Services, you will be managing a team of infrastructure operational engineers, to be responsible for the overall direction, coordination, and evaluation of the team members. You will play a key role creating a high performing team by coaching, motivating talents, ensure succession for critical roles. Most importantly, we are looking for a people leader to champion, accommodate and personally take up approved and discretionary learning, and social contribution opportunities to drive your team's participation with robust action plans where attrition is beyond tolerance.
You will also supervise the operational aspects of our infrastructure services and communicate effectively with a variety of technical and non-technical audiences to share knowledge and provide updates, influence and take up challenges to build a pro-active and constructive professional relationships with other teams and departments globally.
Some of your key responsibilities will include:
• Manage all people management aspects including hiring, performance management, reporting, and resource capacity management
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• Engage teams across the globe and drive alignment of process, resources and services to ultimately work towards a Global Operational framework
• Support all controls for Root Cause Analysis and Problem Management across the E2E Service Design
• Drive Automation of operational processes and tasks
• Deliver IT Operations in line with Business Process KPIs, User Experience and CSAT Objectives
• Facilitate routine reviews for operational stability and performance across the E2E Service Design
• Governs the promotion of Infrastructure project deliveries and change to the live environment through Service Transition principles adhered to across the CTS team
• Provision effective Access Management controls for production system access
• Ensure compliance with legal and regulatory requirements (GDPR, ISO, PCI-DSS, SOC2) to identify and proactively manage risks
What will you bring to the role?
The role must have a deep understanding of Service Management operational frameworks such as ITIL, Capacity Planning, Service Level Agreements, Project Management, procurement, IT Support and integration. A good problem solver is needed to recognize problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, lead the team to address root cause of issues, makes timely decisions, uses consensus when possible, and communicates decisions to others.
You will be customer service focus, possessing a strong work ethic and excellent communication skills to provide new solutions to customers that can offer benefit while aligning to our core technologies.
Other key skills required for the role include:
• A bachelor's degree in computer science, information technology, or a related field is typically required. Advanced degrees or certifications (e.g., ITIL, PMP) are often preferred
• 5 year+ experience of operating in a Leadership role with significant experience of managing technical operational teams across multiple sites
• Proven experience in a technical leadership role, with expertise managing complex enterprise level infrastructure solutions in a global operational role
• Strong technical knowledge of all IT infrastructure components, including servers, networks, storage, and cloud services.
• Demonstrable experience of embedding organization and cultural change within a complex operational environment
• Knowledge of service governance processes and the ability to understand risk to services
• Ability to influence at peer level and above to drive through change and alignment to process with all other areas of Technology Services, often at a global level
• Excellent communication skills and good ability to coach and mentor direct reports and instil strategic objectives and direction
Rewards designed for you
Flexible work to help you find the best balance between work and lifestyle.
Health and wellbeing rewards that can be tailored to support you and your family.
Invest in our business by setting aside salary to purchase shares in our company, and you'll receive a company contribution as well.
Extra rewards ranging from recognition awards and team get togethers to helping you invest in your future.
And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our careers hub will help you find out more about our rewards and life at Computershare, visit computershare.com/careershub.
ABOUT US
A company to be proud of
We're a global leader in financial administration with over 12,000 employees across more than 22 different countries. At Computershare, it's more than just a job, our open and inclusive culture means that we will help you to grow, to move forward and make the most of our world of opportunities.
Fairness and culture
We're dedicated to providing you with the opportunity to succeed on your own merits, starting from the application process and continuing throughout your career with us. Our goal is to create an environment where everyone feels valued, to remove barriers and obstacles and ensure equal opportunities for all. For support with accommodations or adjustments during our recruitment process please visit computershare.com/access for further information.
Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion