Head of Global NOC

JOB DESCRIPTION

Location: Edinburgh

This is a hybrid position primarily based in our Edinburgh office. We're committed to your flexibility and wellbeing and our hybrid strategy currently requires three days a week in the office, giving you the option to work remotely for some of your working week. Find out more about our culture of flexible working.

We give you a world of potential

Computershare has an exciting opportunity for a brand new, permanent full-time Head of Global NOC to join our Global Technology Services department. This role will lead the Network Operations Centre (NOC) in Edinburgh that support our global teams. The NOC team monitors our critical applications and infrastructure 24/7 to ensure continued availability of services and the timely execution of critical business processes.

• Strategic Leadership - Vision and Strategy: Develop and communicate a clear vision for the NOC, Drive and challenge Engineering Pod Leadership to deliver a cutting edge Network Operations Centre.
• Risk Management - Identify and mitigate risks related to network availability, batch processing, security, and performance.
• Infrastructure / Application Monitoring and Incident Response- Oversee 24/7 monitoring of infrastructure / application health, performance, and 1st line security.
• Innovation and Technology Adoption - Swiftly pinpoint underlying gaps in monitoring, which cause network failures and reduce resolution times, through root cause analysis.
• Stakeholder Management- Collaborate with internal stakeholders (IT, engineering, business units) to align network operations with business goals. Communicate effectively with senior management and other departments.

• Development of Staff - All direct reports and their team members will have a career pathway adhering to the spirit and strategies of Technology Services
• Leadership - you're able to motivate direct reports to meet the common objectives of Technology Services
• People Skills - you're able to: create a motivational environment; delegate task's when required; inspire team members; coach and promote their personal development; and oversee tasks being completed successfully
• Influencing skills - you will be confident to motivate a team working unsociable hours and often in different locations (including home working), whilst successfully supporting team members that will be of varying degrees of skills andexperience.
• Resource Management - ensure your teams are skilled in the relevant areas and resource is allocated as needed. You will be able to manage probation/performance improvement plans and ensure processes are in place to ensure tasks are prioritised and completed within the required SLAs. Handovers are conducted in a timely manner and documentation remains accurate.
• Establish and mature working relationships with the engineering pods: Network, Storage, Databasing, End User Compute and Operational Support Systems
• Engage with support teams globally and drive shift left and continual service improvement opportunities.
• Identify candidates for automation to improve efficiency and quality.
• Implement new and revised processes aligned to an ITIL framework ensuring NOC work within these processes.
• Promote a culture of delivering excellent customer service to our Business Units and clients
• Globally align processes where possible in order to simplify NOC ways of working.
• Adapt to changing and conflicting business priorities and demonstrate the ability to deliver priority projects and initiatives to NOC
• Provide service assurance by working with Global Information Security (GIS) and Risk teams to ensure IT Security compliance, effective risk management and audit standards are met

• Experience Leading / Building an enterprise level Global NOC
• Broad technical knowledge especially with IT Infrastructure
• Experience driving continual service improvement initiatives
• Experience developing and maintaining business relationships aligned to operating agreements and KPI
• Strong business partnership skills - able to build and maintain relationships across the organisation
• Excellent communication skills both written and verbal, with the ability to keep the team updated on strategic initiatives by means of written updates and presentations
• Very Strong leadership skills with the ability to train / Coach and instil strategic objectives and direction
• Experience driving collaboration
• ITIL knowledge and experience of working within ITIL aligned organisations
• Passionate about good customer outcomes and service excellence
• Ability to deliver consistent performance in a high-pressure environment
• Understanding of industry direction and best practices
• Willing to work irregular hours to meet needs of global operating model

• Experience with working in large Telecommunications companies and maintaining relationships
• Experience with: SCOM, Solarwinds, ServiceNow ITSM
• Experience with ITOM systems and platforms
• Understanding of current NOC processes and ways of working
• Experience working in an Agile environment