Technical Services Manager at Tower Group

Purpose of the role

• Overall responsibility for the day-to-day management of the global infrastructure and the deployment of network, security, cloud and voice services over that infrastructure. Manage the engineering team, supervising their work to ensure that it is of highest standard and that they meet the agreed KPIs and objectives that have been set for them.

Key Responsibilities

• Responsible for provision of new network, security, voice and other technical services.   –
• Ensure that new service solutions are subjected to technical review within agreed timeframes, and where appropriate, are authorised.
• Manage team resources to ensure approved new services are provisioned in a timely, secure and consistent manner
• Engage with the broader technical services / solutions team on the development of new products, as required
•  Ensuring that appropriate tools, documentation and resources are in place to resolve any problems and outages
• Delivery of support and escalation services complies to agreed, documented processes
• Provide ongoing proactive recommendations to improve support processes and delivery
• Manage and provide reporting on all key metrics related to support deliverables.
• Provide management escalation point for resolution of operational issues
• Management of engineering and support teams including selecting, training, assigning and evaluating work, reviewing performance and corrective action
• Overseeing effective monitoring and response to hardware, software, and service faults.
• Ensure alignment of risk management processes, procedures and tools to group policy and regulatory requirements
•  Responsible for the day-to-day management of the underlying technical infrastructure ensuring consistent, secure and resilient delivery of services
• Planning, organisation, and direction for the engineering and support teams to ensure the stable operation of technical infrastructure.
• Manage and provide reporting on all key metrics related to engineering deliverables.
• Coordinate with 3rd party and internal stakeholders to ensure the success of critical network deployments  
• Ensure that changes to the infrastructure are completed in compliance with relevant procedures to assure the security and reliability of the network
• Participate in network planning meetings relating to capacity, design and development of network - Ensure that there all infrastructure deployed integrates into the company’s standard monitoring, management and backup services aligned to industry standards  
• Monitor infrastructure resource utilisation, trending, and capacity planning

Minimum Requirements

• 10+ years of hands-on engineering experience in a service provider environment
• Relevant industry degree and/or certifications preferred i.e. CCIE
• Good technical understanding of security, cloud and network infrastructure.
• Hands-on experience with monitoring, network diagnostic and network analytics tools
• Drive effective change with fast moving and leading global solutions