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Job description / Role
Reporting to the Head of IT the team lead – infrastructure will be responsible for leading the development of infrastructure service design on small to medium programmes, projects or bids, ensuring the solution meets the system requirements, is affordable and supportable. Accountable for the architectural integrity of the infrastructure solution, managing design dependencies and impacts of change within the Serco Middle East division.
Provide advice to key business stakeholders to ensure alignment with strategic initiatives and report on the status of the infrastructure in Serco Middle East division and make recommendations, as appropriate, to improve efficiency and security.
Work closely with contracts to identify infrastructure challenges and assist in developing IT infrastructure strategy plans within the contractual framework and divisional business objectives.
As part of the IT Leadership team and in collaboration with its other members, provide input to IT management issues and strategy setting sessions. Participate in governance and ensure all IT solutions follow appropriate governance, policies and Serco management system (SMS).
Structure and reporting relationship
The team lead – infrastructurewill report directly to SME Head of information technology. The role will be a single point escalation for all IT infrastructure related services and issues within the business unit.
Based on the specific requirement of the role
Key accountabilities
• Accountable for all IT infrastructure (Server, Storage, Network etc.) that are owned and maintained by SME division.
• Works with SME contracts and partner organisations and is able to offer solution leadership, consultancy and assurance services across the server and network infrastructure
• Managing the level 3 engineers (Server and network) and act as a single point of contact for all infrastructure related activities.
• Hands-on experience in managing key server technologies and work as with team members (server and network) to resolve issues.
• Has a broad understanding of infrastructure technology solutions but maintains specialisms in one or two areas.
• Is always looking for ways to innovate and exploit new technologies notwithstanding the need to utilise known and proven technology solutions
• Applies and adheres to engineering processes and techniques to ensure implementable and cost effective designs are derived
• Is able to understand, explain and present infrastructure solutions to stakeholders in a persuasive and convincing manner
• Understands and adheres to technical strategy for infrastructure solutions during the design process
• Provide an oversight of program objectives, initiatives, and operations across the multi-sector and multi-sector environment Serco operates
• Developing, implementing and monitoring Serco’s infrastructure (Server, Storage, Network etc.) plans, policies, procedures and systems across the breadth of Serco’s activities
• Develop and implement infrastructure related procedures required for day-to-day activities
• Working with IT leadership team to develop an IT infrastructure strategy plan.
• Assess and provide guidance on a range of infrastructure related issues within a technology and business environment that is undergoing significant change.
• Ensuring effective implementation and maintenance of Serco Middle East information systems and networks by collaborating with cross-functional teams responsible for service delivery operational management of infrastructure technologies.
• Pro-actively advising IT leadership team and stakeholders on infrastructure related issues, including new technologies and process to manage the existing infrastructure efficiently.
• Facilitation, guidance or support for high severity security incidents.
• Evaluation of the proposed Disaster Recovery and Business Continuity plans for new systems implementations and major systems modifications.
• Responsible for all preventive and reactive maintenance across the infrastructure and timely reporting of the tasks carried out. Efforts to reduce reactive maintenance
• Random testing of control activities to check for possible gaps.
• Contribute and auditlocal change management processes to prevent security weaknesses being introduced into infrastructure and processes.
• Support other Serco divisions in specific areas of technical expertise where appropriate.
• Being awareness of the current policies and procedures and their responsibilities for protectingcorporate and contract assets from cyber security
• Work with both internal and external parties to perform security risk assessments across Serco Middle East and make recommendations to management on how to respond.
Requirements
• Bachelor’s degree in Computer Science or equivalent
• Has a professional security qualification (e.g. MCSE, CCNP, MCP)
• ITIL V 3.0, Service Management qualification.
• At least 5+ years (min) experience as infrastructure manager or team lead
• At least12+ years of relevant experience in managing and maintaining server, storage and network infrastructure
• Considerable implementation or management experience with commonly accepted industry standards and/or best practises including COBIT, ISO27000, and ITIL.
• Excellent knowledge of systems, software, technologies communication and suppliers to support business needs with particular emphasis on Microsoft based products
• Excellent knowledge of technologies like Windows 10, Server 2012, Exchange 2016, Azure cloud solutions and network systems
• Strong communication skills – Able to communicate effectively on technical and business issues with both, internal and external stakeholders
• People management and technical skills
• Innovative – able to convert stakeholder requirement into workable solutions
• Excellent time management skills
• Flexible but methodical and thorough approach – process oriented
• Skill to communicate ideas to technical staff, business users and the wider stakeholders with equal clarity
Essential technical, professional skills, knowledge and essential experiences
• Demonstrates a high level of management skill, with particular emphasis on interpersonal, communication, influencing and negotiating skills and the ability to motivate staff. Demonstrates the ability to delegate effectively to more technical staff, whilst maintaining full management control.
• Understanding of infrastructure best practices and framework that can be implemented for industrial systems like railway infrastructures
• Broad knowledge and understanding of relevant business functions and associated technologies.
• Demonstrates a thorough and current understanding of developments in infrastructure technologies security, and is able to assimilate and interpret advice from specialists, technical and otherwise.
• Experience of managing and negotiating with suppliers.
• Experience of leading teams to analyse, assess and resolve complex technology requirements, problems and issues.
• Has the ability to interface with, and gain the respect of, stakeholders at all levels and functions of the company.
• Has an approach to find possible solutions and alternative workarounds.
• Is an energetic self-starter and confident, with strong interpersonal skills.
• Has good judgment, a sense of urgency and demonstrated commitment to high standards of ethics, regulatory compliance, customer service and business integrity.
• Ensures that operational methods, procedures, facilities and tools are established, reviewed and maintained.
Additional dimensions, KPIs or special features of the role
• Experience working across multiple geographical and time zone boundaries would be an advantage.
• Broad expert knowledge of Information Security and Risk Management principles and practices.
• Broad knowledge of infrastructure systems, operating systems, databases and networking.
• High level knowledge or IT risk assessment programs.
• An understanding of various aspects of Disaster Recovery and Business Continuity.
• Applies and maintains specific security controls as required by organisational policy and local risk assessments to maintain confidentiality, integrity and availability of business information systems and to enhance resilience to unauthorised access.
• Contributes to vulnerability assessments. Recognises when an IT network/system has been attacked internally, by a remote host, or by malicious code, such as virus, worm or Trojan etc., or when a breach of security has occurred.
• Facilitates scoping and business priority-setting for change initiatives of medium size and complexity.
• Monitors benefits against what was predicted in the business case and ensures that all participants are informed and involved throughout the change programme and fully prepared to exploit the new operational business environment once it is in place.
• Ensure compliance with the Serco Management System and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards
• Ensure security and integrity of all data provided including reporting performance, finance and customer information; reference Serco non-disclosure policy
• To exercise personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions; reference SMS GSOP-HSE1-6 Serco organisational HSE responsibilities
• Report any accidents, incidents, breaches or potential breaches to appropriate management or the speak up process
Any other role specific leadership attributes
• Ability to manage multiple priorities, tasks and diverse teams
• Self-motivated
• Commercial awareness
• Willing to share knowledge
• Ability to grasp concepts and solve problems
• Attention to detail, focus on quality
About the Company
Serco is a FTSE 250 international service company which combines commercial know-how with a deep public service ethos.
Serco customers are looking for expertise in managing their people, processes, technology and assets more effectively. We advise economic decision makers, design innovative solutions, integrate systems and - most of all - deliver quality services directly to the public.
Serco supplies to governments, government enterprise, agencies and companies who seek a trusted outsourcing partner with a solid track-record of service excellence. Serco people offer operational, logistical and technical expertise in the Transport, Justice and Immigration, Defence, Education and Healthcare industries as well as in the commercial sectors of Facilities Management.
Serco Middle East have been in the Region since 1947, starting out delivering Air Traffic Control Services in Bahrain; a service we are proudly still running today and have expanded to include many other Airports in the region.
We have expanded significantly since that time across the UAE, Saudi Arabia and Qatar. We have been supporting the RTA to operate the Dubai Metro since 2009, are preparing to launch the flagship Saudi Arabia Passenger Rail service from Riyadh to Qassim in 2016. We deliver Facility Management services to both Cleveland Clinic and Healthpoint Hospitals in Abu Dhabi, large-scale medical facilities in Saudi Arabia and a range of educational and commercial properties in the UAE. We also deliver postgraduate education to Officers in the Qatar Armed Forces through the Joaan Bin Jassim Joint Command and Staff College in Doha.
Focusing on our core values, and creating a positive environment for employees to thrive, we look forward to a bright future as we continue to grow with the region.