Job Details

Head of Infrastructure Support - 21-01196

Infinity Consulting Solutions
New York, New York, United States
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

Send application

Mail this job to me so I can apply later

Apply With CV

You are not logged in. If you have an account, log in to your account. If you do not have an account, why not sign up? It only takes a minute!

latest videos

Upcoming Events