Infrastructure Operations Team Leader

Locations: Columbia, MD (preference) or Canton, MA

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

We give you a world of potential

Computershare have a very exciting opportunity for an Infrastructure Operations Team Leader to join our Technology Services team. 
There are a few things that make this brand-new, exciting role stand out:  
•    Our leadership team are entirely invested in continually developing and training our staff, so you will have the opportunity to continue learning and progressing.   
•    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.  
•    We encourage a flexible working environment to allow you to work the way that suits you best.  

A role you will love

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.
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.

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.

Other Key Responsibilities include:

Team Leadership: Manage a team of infrastructure operational engineers, to be responsible for the overall direction, coordination, and evaluation of the team members:
•    Manage all people management aspects including hiring, performance management, reporting, and resource capacity management
•    Create a high performing team by coaching, motivating, and supporting the people you lead
•    Identify and support talent, ensure succession for critical roles
•    Responsible for managing and reviewing attrition rates for the team and developing robust action plans where attrition is beyond tolerance
•    Champion, accommodate and personally take up approved and discretionary learning, development, and social contribution opportunities to measurably drive your team’s participation

Supervise the operational aspects of our infrastructure services:
•    Responsible for the maintenance and health of the organization's equipment related to the IT infrastructure
•    Ensure all the ServiceNow queues and ADO tasks are monitored globally, and tickets/tasks are promptly worked following agreed priorities
•    Incident response and service requests fulfilment
•    Deliver a reputable operations framework – ensuring global equality and 24/7 support in Infrastructure services.
•    Engage teams across the globe and drive alignment of process, resources and services to ultimately work towards a Global Operational framework
•    Support all controls for Root Cause Analysis and Problem Management across the E2E Service Design
•    Deliver IT Operations in line with Business Process KPIs, User Experience and CSAT Objectives
•    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)
•    Governs the promotion of Infrastructure project deliveries and change to the live environment through Service Transition principles adhered to across the CTS team
•    Provision effective Access Management controls for production system access
•    Foster a culture across IT and strategic partners through a meticulous focus on incident p