Job description
Description:
To lead the team of technical engineers for the support and management of the server environment, providing highly skilled and experienced systems software and hardware expertise, working largely autonomously from management on a range of tasks and projects notably ensuring governance of managed services. Organises a team of technical people included 3rd Party augmented engineers and manages ITIL processes within a tech
This role will include a level of supervision over team members in varying roles and may involve matrix management of team members from other teams. There will be an element of people management as part of the role notably around performance management and development of the team.
Responsibilities:
- People Management and leadership including team 1-2-1s, objective setting and associated performance management
- Being Primary contact for Contingent workers making sure all Experian standards are kept.
- Maintain Team roadmaps and workload management including task allocations
- Provide expert technical input and leadership during the resolution of intractable systems problems.
- Ensure that client queries are dealt with effectively by the team in a reliable and efficient manner, thus meeting or exceeding client expectations.
- Maintaining and enhancing monthly KPI reporting and ensuring all SLAs are maintained and improved.
- Continually identify improvements to processes and procedures and environment to reduce technical costs and/or enhance customer experiences and team motivation
- Proactive incident / problem management ensuring permanent resolutions are implemented where feasible.
- Managing Problem management process within the team and ensuring adherence to SLAs
- Responsibility for SLA compliance for Incidents, Problem Tasks and Work Requests and how these services can be improved.
- Approval and management of all Change management activities within the team. This includes creation of Standard change templates, approvals of changes and annual certification
- Initial point of contact for escalations and escalating upwards when required.
- Ensuring the Configuration management database is maintained to ensure data integrity.
- Reporting of team performance on a regular cadence.
- Ensure the environment conforms to industry and security best practices and internal TSBs
- Vulnerability management across areas the team are responsible for ensuring company policies are complied with
- Maintains the server's estate to a known, consistent standard whilst maintaining compatibility matrixes of appropriate versions and complying with TLMP policies
- Ensuring appropriate monitoring, with valid thresholds is in place across all systems whilst continuing reviewing thresholds for appropriateness
- Right sizes both virtual and physical systems, ensuring systems no longer required are retired.
- Provide leadership both technology and personal, to engineers within your team during the resolution of problems and/or the implementation of new solutions.
- Act as the key coordination point on problem and incident resolution and any delivery tasks
- Looks for continuous improvement and development of team process to continue to develop and improve team and performance
Technical Skills – Core – Knowledge of
- Windows and/or Linux familiarity
- Cloud Awareness
- HPE Servers
Technical Skills – Desirable
- Rapid 7 vulnerability management toolset
- Virtualisation technologies such as VMware
- Database products, such as SQL
- Dynatrace monitoring software.
- vRops
Knowledge/Skills:
- Team Management/Supervision
- Knowledge of Agile
- Knowledge of ITIL processes and experience with ticket tracking software, specifically Service Now
- Advanced troubleshooting skills
- Excellent English verbal and written communication skills
- Excellent interpersonal skills and the ability to interface with internal/external customers, vendors, management etc. in both formal and informal situations.
- Advanced organizational and project management skills
- Ability to identify and implement technology and/or cost/process improvements.
- Advanced customer service skills
- Strong written and verbal skills
- Ability to innovate.
- Ability to work without direction.
- Flexibility in working hours (on call, out-of-hour delivery)
- Ability to think creatively.
Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them save time and money.
We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.
We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.
Qualifications
- MCSE
Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.
Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
Experian Careers - Creating a better tomorrow together
