Job description

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3rd Line Team Manager (0319)

  • Location:
    Preston
  • Closing Date:
    23 November 2020

dnata Travel, part of the Emirates Group, includes the brands of Gold Medal, Travel 2, Netflights, Travelbag, Travel Republic and Sunmaster. These brands are based at offices across the UK including London, Kingston-upon-Thames, Chester, Preston, Halifax and Glasgow.

We are now recruiting for a 3rd Line Team Manager, based in our flagship Leyland office, who will be responsible for our IT Infrastructure & Networks operations, performance & delivery. In this role you will be responsible for Capacity Management, DR Recovery, Incident/Problem/Change Management and driving continuous improvements aligning to dnata Travel Technology strategy.

You will be an expert trouble-shooter for major and critical service incidents, and serve as an advisor to the Head of Travel IT on Infrastructure & Network related matters. You will be responsible for leading the 3rd line Infrastructure & Network team, while being the interface between other IT verticals, L1/L2 teams & external suppliers.

Accountabilities

  • Ownership and leadership of technical resolution for high severity production incidents
  • Ensuring the full estate of infrastructure & network is proactively monitored with appropriate alerting levels setup to quickly react & resolve incidents
  • Adherence to company standards for change control, network security and network patterns
  • Leading the technical team during disaster recovery and business continuity operations
  • Defining & maintaining operational procedures and documentation (high & low level) of infrastructure/network diagrams & architecture
  • Working closely with Service Desk L1, L2 teams & Service Delivery Managers on incidents to ensure minimal / nil disruption to Service
  • Proactively identifying & proposing areas of consolidation within infrastructure & network, where feasible, to create efficiencies, reduced cost of maintenance & ownership, etc.
  • Being reachable out-of-hours & providing support as operationally required specifically in cases of major incidents & team management
  • Lead and support network delivery requirements for Service Improvement initiatives
  • Support the architecture teams in developing the infrastructure & network road-map
  • Identify new technologies and services to transform the infrastructure & network service
  • Technical development and mentoring for team members
  • Review workforce/team capacity on a regular basis to plan & prioritize deliverables. Proactively ensure Line Management is made aware of delays
  • Providing weekly & monthly reports on KPI’s

Qualifications & Experience:

  • Degree or Honours (12+3 or equivalent) in Information Technology
  • Experience with using tools such as SolarWinds, Splunk, Cloudflare is preferential
  • Experience in Change Management, CAB & RFC processes
  • Proven track record of managing a technology team
  • Experience of managing Major Incidents and writing/publishing Root Cause Analysis reports post high severity incidents
  • 5+ years IT implementation and support experience in a 3rd line support or technical lead environment for the following:
    • Data Center Management
    • Networks such as LAN/WAN/VLAN
    • Microsoft Windows Server environments, Active Directory, Exchange
    • Microsoft IIS / COM+ / Application Pools
    • Microsoft DNS / DHCP
    • Experience and knowledge of .NET Web Applications / Web Services
    • Experience and knowledge of Storage Systems and RAID configurations
    • Experience and knowledge of SNMP & WMI
    • Experience and knowledge of TCP/IP in a Cisco Network environment
    • MCSE
    • CCNA, CCNP
    • VMWare Infrastructure
    • Cloud technologies such as AWS & Azure

Training & Knowledge:

  • Strong knowledge or training on Infrastructure & Networking technologies
  • Certifications on Server, Networking, Convergent technologies including and not limited to Cisco, Microsoft, IBM, HP, Cloud, CheckPoint, etc.
  • Good knowledge of ITIL practices
  • Excellent written and verbal communication skills

 

There will be a requirement to participate in on-call support process, including 24*7 coverage as required.  This role will require a flexible approach to working hours and will involve an element of UK travel, with the possibility of overseas as required.

For more information, please click on the attached job description.

Our newly renovated, state of the art office is based in Leyland, only 10 minutes’ drive from junction 29 of the M6.

Our employees enjoy many benefits including life assurance, pension scheme, travel discounts and industry/social events, on-site free car parking, on-site restaurant and break-out area with free wifi.


 
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Location
Preston
Lancaster House, Centurion Way, Leyland, Lancashire, UK, PR26 6TX
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