Job Details

Head of Infrastructure Support - 21-01196

Advertiser
Infinity Consulting Solutions
Location
New York, New York, United States
Rate
-
Job Description

What You'll Do:
  • Lead infrastructure production operations teams supporting a wide range of business services such as Equities & Macro Trading, Risk, Market Intelligence, Middle & Back Office and Corporate Systems.
  • Hire and train a global team of level 1&2 support resources. Core disciplines will include compute, storage, database, networking and our emerging DevOps toolchain and multiple cloud runtime environments.
  • Leverage technologies to deliver the highest levels of accessibility and durability
  • Use metrics to identify and develop plans for improvement
  • Drive continued collaboration between Support, Engineering, Partner Control Functions, and our Development teams to better support our customers need.
  • Responsible for team development, hiring, training, and mentoring
  • Leverage third-party managed services resources and ensure maximum value.
  • Deliver excellent communications both within technology and across the broader firm (verbal and written)
  • Build and sustain effective relationships with technology and business colleagues
  • Provide command presence and effective incident management

What's required:You will be responsible for providing and leading a world class support organization, leveraging data to make decisions, and build synergies between Support, QA, and Development.
  • Lead end user technology support - including desktop, voice, mobile, messaging and collaboration
  • Lead data center technology support across a portfolio of services which are migrating to the cloud - compute, storage, networking and database.
  • Lead support functions for emerging set of service layers crucial to our success - job scheduling, enterprise messaging, CI/CD toolchain and Infrastructure-as-code delivery tools.
  • Extensive experience in incident and change management processes, tools, and frameworks
  • Coordination of all infrastructure communications for clear messaging to our user base
  • Codify a Permit to Operate (PTO) governance function for on-boarding new services, major features, or vendor integrations
  • Establish firm incident management tools, policies and governance.
  • Develop a problem management tracking process for prioritizing known errors and driving them to resolution.
  • Communicate supportability and stability pain points to key stakeholders, including management, development teams, end users, and unit leaders
  • Establish workflow for support escalation from base L1 teams up into SRE/L2 functions and L3 engineering/development teams.
  • Manage a transition of increased automation and training on repetitive tasks into the lower tiers.
  • Utilize metrics to make data decisions
  • Monitor and measure incident counts for trend analysis, escalation, and root cause analysis
  • Responsibility for change and governance of production environments
  • Create a plan to continually improve desktop and user experiences
  • Responsible for collaboration and conferencing support, in person and virtual
  • Vendor and service provider management

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