L2 IT Operations Team Lead

At our clients, they empower the financial world with innovative technology. As L2 IT Operations Team Lead, you will be part of a team of highly qualified professionals and get involved in IT operations and projects lifecycle for enterprise-class solutions. You will be responsible for effectively supervising and managing a team of med-senior and senior engineers from multiple IT technical areas that engages to projects and provides 2nd level operations and support services, internally and to the company’s customers. You will have to meet operational KPIs and targets that ultimately increase customer satisfaction and you will collaborate closely with L1 Operations and L3/Architecture teams as well as with customer’s IT departments.

This role requires a solid technical background, knowledge of ITIL and its implementation in an IT context, combined with problem-solving skills and the ability to motivate your team to achieve goals. The role will report to the Head of ITS Operations.

Responsibilities

• Supervision / Mentor / Coaching and continuous professional development of team members on project-based and day-to-day tasks;
• Plan, Prioritize and allocate workloads to meet business demand, KPIs and SLAs;
• Analyze technical issues and provide 2nd level support according to SLA in both internal/ customer IT Infrastructure;
• Ensure proactive service monitoring is in place to provide the best possible service to the business/customers and
• Liaise with vendors and other IT personnel for problem resolution;
• Maintain knowledge of various vertical areas of functionality and technology within IT engineering technologies;
• Ensure Request Classification and Correct identification of urgency and severity. Guide team members on incident resolution;
• Document and apply existing processes and contribute to the development of formal policies, procedures and best-practice processes to ensure consistency and sustained productivity;
• Ensure safe and seamless deployment of changes to internal and customer infrastructures. Strengthen change management procedures and policies;
• Analyzing and Reporting team workload and performance and making recommendations for increased organizational efficiency and effectiveness;
• Actively ensuring compliance with the Group’s Anti-Bribery and Corruption Policy and all applicable regulations, identifying and reporting potential risks related to bribery and corruption, and promoting ethical behavior by participating in and encouraging continuous training and awareness initiatives.
• Ensuring that all activities and duties are carried out in full compliance with regulatory requirements and supporting the continued implementation of the Group Anti-Bribery and Corruption Policy.

• BSc degree in Computer Science, Information Technology or relevant;
• Minimum of 3 years of a similar position managing team of engineers;
• Client oriented with client facing experience;
• Sound knowledge of supporting range of IT applications, platforms and technologies;
• Hands-on technical experience or a background managing technical teams;
• Problem-solving on variable/differing problems that may need qualitative and quantitative analysis, Root Cause analysis and resolution;
• Prioritization and decision-making skills;
• Workload sizing and planning on IT projects and IT daily operations;
• Attention to detail and strong communication skills;
• The ability to work under pressure and with cross-functional teams;
• Excellent written and verbal communication skills in English.

Technical Competencies

• Microsoft AD, Entra ID, MFA.
• Microsoft cloud services in Azure and Office 365 products like, Exchange Online, Teams, MdM, and Intune
• VMware Virtualization
• Security products for Antimalware solutions, endpoint security and encryption including Defender suite.
• Infrastructure Inventory, Monitoring and Backup solutions including cloud technologies for backup and replication
• IP Networking knowledge needed for problem analysis and identification (areas of switching, routing, Firewalling, VPN)
• Certified or in track in any of the following:
  • Microsoft on-premises related certifications
  • Azure related certifications
  • O365 certifications
  • VMware
  • Veeam

Your Life @ our client’s

As a #member, you will live out every day in a truly human-centred culture, based on mutual respect, trust, and cooperation. Your performance and commitment to their shared goals will be recognised, and there will be great opportunities to ensure your career growth.

Your benefits

Join the #team and enjoy:

• Competitive compensation, ticket restaurant card, and annual bonus programs
• Cutting-edge IT equipment, mobile, and data plan
• Modern facilities, free coffee and beverages, and indoor parking
• Private health insurance, onsite occupational doctor, and workplace counselor
• Flexible working model, hybrid/remote benefits & home equipment benefits
• Onsite gym, wellness facilities, and ping pong room
• Career and talent development tools
• Mentoring, coaching, personalized annual learning and development plan
• Employee referral bonus, regular wellbeing, ESG, and volunteering activities