<p>Locations: Columbia, MD (preference) or Canton, MA</p> <p>In this position, you'll be based in one of the above noted offices for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at computershare.com/flex</p> <p>We give you a world of potential</p> <p>Computershare have a very exciting opportunity for an Infrastructure Operations Team Leader to join our Technology Services team.</p> <p>There are a few things that make this brand-new, exciting role stand out:</p> <ul> <li>Our leadership team are entirely invested in continually developing and training our staff, so you will have the opportunity to continue learning and progressing. </li><li>We're on a journey to refresh the way we do things in the business to improve best practices within modern management, giving you a great opportunity to get involved in beginning phases. </li><li>We encourage a flexible working environment to allow you to work the way that suits you best. </li></ul> <p>A role you will love</p> <p>The Infrastructure Operations Team Leader is responsible for leading and managing the global Infrastructure Operations team within their region ensuring the maintenance and health of the organization's global infrastructure services and ensuring the needs of our clients are met and we are performing to our agreed KPIs & Service Level Agreements. During the assigned time zone, this team leader will be responsible for incident and request management and operational support of the Global infrastructure.</p> <p>The Team is responsible for providing 2nd and 3rd line support to all of CTS (Computershare Technology Services) customers and clients, as well as enhancing customer experience through investigating and resolving system faults, enabling our customers to run their operations effectively. The role requires working very closely with the business to align the technology to the business needs.</p> <p>This involves providing proposals, guidance for business projects and some direct interaction with key clients may also be required to present various Computershare technology solutions and adapt communications to the audience. We are looking for you to build great relationships within the team, and to support your teams career development. You will hold engaging and relevant 1:1s with your team to discuss career goals, training needs and provide support with what they need.</p> <p>Other Key Responsibilities include:</p> <p>Team Leadership: Manage a team of infrastructure operational engineers, to be responsible for the overall direction, coordination, and evaluation of the team members:</p> <ul> <li>Manage all people management aspects including hiring, performance management, reporting, and resource capacity management </li><li>Create a high performing team by coaching, motivating, and supporting the people you lead </li><li>Identify and support talent, ensure succession for critical roles </li><li>Responsible for managing and reviewing attrition rates for the team and developing robust action plans where attrition is beyond tolerance </li><li>Champion, accommodate and personally take up approved and discretionary learning, development, and social contribution opportunities to measurably drive your team's participation </li></ul> <p>Supervise the operational aspects of our infrastructure services:</p> <ul> <li>Responsible for the maintenance and health of the organization's equipment related to the IT infrastructure </li><li>Ensure all the ServiceNow queues and ADO tasks are monitored globally, and tickets/tasks are promptly worked following agreed priorities </li><li>Incident response and service requests fulfilment </li><li>Deliver a reputable operations framework - ensuring global equality and 24/7 support in Infrastructure services. </li><li>Engage teams across the globe and drive alignment of process, resources and services to ultimately work towards a Global Operational framework </li><li>Support all controls for Root Cause Analysis and Problem Management across the E2E Service Design </li><li>Deliver IT Operations in line with Business Process KPIs, User Experience and CSAT Objectives </li><li>Facilitate routine reviews for operational stability and performance across the E2E Service Design (including technical reviews with IT Stakeholders on the robustness of Infra/security/data - and User reviews with business stakeholders) </li><li>Governs the promotion of Infrastructure project deliveries and change to the live environment through Service Transition principles adhered to across the CTS team </li><li>Provision effective Access Management controls for production system access </li><li>Foster a culture across IT and strategic partners through a meticulous focus on incident prevention </li><li>Work closely with support teams to optimise services </li><li>Risk Management - identify and proactively manage risks. </li><li>Ensure compliance with legal and regulatory requirements (GDPR, ISO, PCI-DSS, SOC2) </li><li>Drive Automation of operational processes and tasks. </li></ul> <p>Communicate effectively with a variety of technical and non-technical audiences to share knowledge and complex ideas; provide updates; influence; challenge; and take on feedback:</p> <ul> <li>Building pro-active and constructive professional relationships with other teams and departments globally </li><li>Clearly translate complex business and technical problems to stakeholders </li><li>Establish strong working relationships with market stakeholders, vendors and regional directors </li></ul> <p>What will you bring to the role?</p> <ul> <li>Minimum of 5 years of experience in a Leadership role with significant experience in managing technical operational teams. </li><li>Preference will be given to candidates with global experience. </li><li>Strong technical knowledge of all IT infrastructure components, including servers, networks, storage, and cloud services. </li><li>Experience in infrastructure services, for example Active Directory, Windows, Linux, DNS, etc. </li><li>Demonstrable experience of embedding organization changes and cultural change within a complex operational environment </li><li>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 </li><li>Experience with managing 3rd party vendors through services agreements, oversight and governance. </li><li>Excellent communication skills both written and verbal, with the ability to keep the team updated on strategic initiatives by means of written updates, stand up Town Halls and presentations </li><li>Knowledge of service governance processes and the ability to understand risk to services </li><li>Ability to coach and mentor direct reports and instill strategic objectives and direction </li><li>Business Planning experience and the ability to forecast cost for budget cycles </li><li>Experience in delivering technical projects and change into production environments </li></ul> <p>Rewards designed for you</p> <p>Paid parental leave, flexible working and a caring and inclusive culture.</p> <p>Health and wellbeing rewards that can be tailored to support you and your family, including medical, dental and vision.</p> <p>Invest in your future with 401k matching and tax-advantaged flexible spending plans, including healthcare, dependent care and commuter.</p> <p>Income protection. Our package includes short and long-term disability benefits, life insurance and supplemental life insurance.</p> <p>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.</p> <p>Compensation. The typical base pay range for this role is $130,000 - $152,000 per year USD.</p> <p>#LI-Hybrid</p>