Assistant Vice President, Windows Platform Operations

Operational

• Maintain and provide SME level infrastructure and content support for the CLS internal and external solutions.
• Ensure that the BAU service is prioritized, and all incidents, problems and service requests are responded to in an efficient manner without negatively impacting SLA’s and reporting metrics in place.
• Maintain and support the enterprise Microsoft Windows server environment.
• Maintain and support the VMware Virtual Infrastructure environment.
• Maintain and support the datacentre hardware infrastructure.
• Participate with the Infrastructure Support team in scheduled Disaster Recovery testing activities and provide SME level support for various technologies.
• Create, maintain, and review operational process and support documentation.
• Perform daily/weekly/quarterly system checks. Ensure any issues identified are tracked and addressed or escalated as needed.
• Participate in the On-Call rota and planned weekend work as required.
• As required, provide representation for Infrastructure Support changes at the weekly CAB meeting. Ensure other team’s changes do not have an impact on the delivery of the infrastructure services.
• Create, maintain, and review operational process for Risk Management. Be able to understand Risk v Impact in a Production Environment. Able to call out Risks identified in the environment to be able to document and resolve.

Strategic

• Ensure CLS internal systems are managed to the highest standard by following industry best practice.
• Demonstrate good problem management ownership and prevention of SLA breach under Incident/Problem Management processes.
• Actively contribute to the development of existing and new IT process and procedures to enhance service transition and service operation lifecycle stages.
• Demonstrate self-starter capabilities to be able to identify areas of improvement and take action in order to address.

Leadership

• Support to the team lead and act as a point of escalation for the junior members of the team.
• Through example and behavior, strive to provide peer leadership to other team members ensuring a level of excellence is achieved in delivering the service.
• Lead and oversee the successful release and transition of new IT services into support, meeting the team’s service acceptance criteria.
• Undertake the role of Technical Lead on internal RTB projects applying both significant communication, organizational and technical skills to achieve successful outcomes.