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Workplace Operations Technical Lead Americas oneit
3 months ago
MAIN RESPONSIBILITIES
Related to Workplace services and infrastructure:
- Acting as senior agent representing all operational activities.
- Mentoring and providing oversight, coaching, and training to technical support staff.
- Guiding team members with troubleshooting technical issues.
- Supporting the specialists to manage, monitor, and tune overall service performance, stability, and security.
- Contributing to all operational activities as needed.
- Oversight and support of all related service supplier and/or manufacturer activities.
- Be the point of contact when it comes to technical escalations.
- Onboard new technical support team members.
- Monitor service performance and report on metrics.
- Establish work specifications and technical direction.
- Actively work with the Build and Service Excellence teams to stay informed on service improvement opportunities, regulations, trends, emerging technologies, and best practices.
- Participate in a follow the sun model to ensure global support.
- Participate and collaborate in implementing redundant systems, policies, and procedures for business continuity.
- Participate and collaborate in implementing new requirements and/or new services.
- Participate and coordinate the work associated to preventive maintenance. Ability to provide oncall support and extended working hours when called on and willingness to accept periodic rotation.
ACADEMIC AND EXPERIENCE REQUIREMENTS
- Bachelor's degree in information technology, Computer Science, Engineering, or related field. Master's degree an asset.
- At least 8+ years relevant and practical experience in a Workplace operations role and technical leadership.
- Advanced indepth and broad knowledge of Workplace services and infrastructure.
- Vendor certifications not a requirement, proven practical experience preferred.
- Experience working in large/global enterprise IT with multiple distributed branch/campus sites.
- Experience of working within ITIL aligned Service Management organisation.
- Knowledge of the core Microsoft services:
- Active Directory
- Exchange and Exchange Online
- Teams and SharePoint
SKILLS/ COMPETENCIES/ OTHER REQUIREMENTS - Excellent written and spoken English is required.
- Competency in French or Spanish is an asset.
- Excellent interpersonal and communication skills, able to interact with all layers of management, across Hub and workstream boundaries.
- Able to serve as a strategic advisor and contribute to overall IT service performance.
- Can translate complex business and technical needs into objectives and deliverables.
- Ability to work independently across multiple areas with general business direction, as needed.
- Strong ability to lead, coach, and mentor employees at all levels.
- Strong organizational and project management skills, with excellent documentation abilities.
- Excellent analytical and diagnostic problemsolving skills with the ability of providing solutions to highly complex problems.
- Demonstrated experience in understanding and demonstrating compliance with information security requirements.
- Knowledge and experience in performing information security practices in the management and delivery of infrastructure and operations.