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Infrastructure Operations Team Leader (Night Shift)

General Information

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Country

United Kingdom

Department

Technical Customer Services

Date

Monday, June 24, 2024

Working time

Full-time

Ref#

20033511

Job Level

Individual Contributor

Job Type

Experienced

Job Field

Technical Customer Services

Seniority Level

Associate

Description & Requirements

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About Xerox Holdings Corporation

For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore our commitment to diversity and inclusion. (https://www.xerox.com/en-us/jobs/diversity)

Job Summary:

The primary function of the role of Infrastructure Operations Team Leader (Night Shift)is to manage high priority and highly technical infrastructure and networking support to clients to 3 rd level, in addition to the supervision and guidance of 2 nd Line Engineers and the distribution of workloads to these engineers during shift.

The Night Shift is currently a 12 hour shift (7pm until 7am) and on a 4 on/4off basis. There is a possibility that the shift structure may change in the near future, including the possibility of working days in addition to nights.

From both a technical and supervisory perspective, the individual should be comfortable liaising with customers over the phone or email, provide technical guidance, perform IT infrastructure and networking service requests and escalations, approve IT change requests, and be responsible for pro-active management of IT infrastructure through effective maintenance and monitoring. The individual should also be comfortable with supervision of staff on their shift and working alongside the Head of Infrastructure and Infrastructure Operations Manager to drive continual improvement across the wider team.

The Infrastructure Operations Team Leader needs to have a high-level ability and proven track record to work on infrastructure and networking topology, the ability to work unsupervised across various capabilities including VMWare, Hyper V, Windows Server infrastructure, Routing and Switching, Veeam and other tools/applications.

• Perform the role equivalent to that of a 3 rd Infrastructure Engineer

• Respond to Client service requests and escalated service requests by providing remote server and infrastructure support within support agreement targets (SLAs)

• Provide monitoring and maintenance capability to clients, including patching

• To attend CAB meetings and approve change requests in line with organisational policy

• To act as a technical quality assurance gate

• Be a point of escalation technically for issues within your team or customer base

• To guide and mentor direct reports within your team/shift

• Proactively develop and identify areas of improvement in conjunction with the Head of Infrastructure and Infrastructure Operations Manager including efficiency and driving down ticket volumes.

• To perform in depth statistical analysis on KPI’s, in conjunction with the Head of Infrastructure Operations where required

Essential Skills:

Technical:

• A high-level understanding of IT and networking

• A high-level knowledge of server/infrastructure and networking hardware and their components

• Active Directory to an advanced level;

• DNS, DHCP

• VMWare ESXi and Hyper V Virtualisation

• Veeam Backup and Restore

• Exchange and Office 365

• Server Clusters and SAN topology/storage

• Ability to plan, organize and adapt to changing job tasks within own role

• Strong analytical, logical, and troubleshooting skills

• Strong efficiency skills, with the ability to multitask in a fast-paced environment

Supervisory:

• An understanding of leadership and management principles and how to apply them

• A positive attitude

• A clear communicator

Dimensions and Future Opportunities:

• Xerox IT Services in the UK is an ambitious and fast-growing division of the Xerox Corporation.

• We are growing in terms of breadth and depth of services, as well as in terms of geographical reach – with European expansion on the horizon.

• The competitiveness of our hardware and software offerings and our ability to form a close and effective partnership with our Vendors is key to maintaining strong sales engagement from our sales channels.

• This role will be crucial in informing the architectural team of the integrity and vision of the future development of the infrastructure operations team.

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#LI-REMOTE

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at www.xerox.com and explore our commitment to diversity and inclusion: https://www.xerox.com/en-us/jobs/diversity People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.