Computershare U.S.
Infrastructure Operations Team Leader
Computershare U.S., Columbia, Maryland, United States, 21046
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Job Description
Locations: Columbia, MD (preference) or Canton, MA
In this position, you’ll be based in one of the above noted offices for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at computershare.com/flex Job Description
Locations: Columbia, MD (preference) or Canton, MA
In this position, you’ll be based in one of the above noted offices for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at computershare.com/flex
We give you a world of potential
Computershare have a very exciting opportunity for an Infrastructure Operations Team Leader to join our Technology Services team.
There are a few things that make this brand-new, exciting role stand out:
Our leadership team are entirely invested in continually developing and training our staff, so you will have the opportunity to continue learning and progressing. We’re on a journey to refresh the way we do things in the business to improve best practices within modern management, giving you a great opportunity to get involved in beginning phases. We encourage a flexible working environment to allow you to work the way that suits you best.
A role you will love
The Infrastructure Operations Team Leader is responsible for leading and managing the global Infrastructure Operations team within their region ensuring the maintenance and health of the organization’s global infrastructure services and ensuring the needs of our clients are met and we are performing to our agreed KPIs & Service Level Agreements. During the assigned time zone, this team leader will be responsible for incident and request management and operational support of the Global infrastructure.
The Team is responsible for providing 2nd and 3rd line support to all of CTS (Computershare Technology Services) customers and clients, as well as enhancing customer experience through investigating and resolving system faults, enabling our customers to run their operations effectively. The role requires working very closely with the business to align the technology to the business needs.
This involves providing proposals, guidance for business projects and some direct interaction with key clients may also be required to present various Computershare technology solutions and adapt communications to the audience. We are looking for you to build great relationships within the team, and to support your teams career development. You will hold engaging and relevant 1:1s with your team to discuss career goals, training needs and provide support with what they need.
Other Key Responsibilities Include
Team Leadership: Manage a team of infrastructure operational engineers, to be responsible for the overall direction, coordination, and evaluation of the team members:
Manage all people management aspects including hiring, performance management, reporting, and resource capacity management Create a high performing team by coaching, motivating, and supporting the people you lead Identify and support talent, ensure succession for critical roles Responsible for managing and reviewing attrition rates for the team and developing robust action plans where attrition is beyond tolerance Champion, accommodate and personally take up approved and discretionary learning, development, and social contribution opportunities to measurably drive your team’s participation
Supervise The Operational Aspects Of Our Infrastructure Services
Responsible for the maintenance and health of the organization's equipment related to the IT infrastructure Ensure all the ServiceNow queues and ADO tasks are monitored globally, and tickets/tasks are promptly worked following agreed priorities Incident response and service requests fulfilment Deliver a reputable operations framework – ensuring global equality and 24/7 support in Infrastructure services. Engage teams across the globe and drive alignment of process, resources and services to ultimately work towards a Global Operational framework Support all controls for Root Cause Analysis and Problem Management across the E2E Service Design Deliver IT Operations in line with Business Process KPIs, User Experience and CSAT Objectives Facilitate routine reviews for operational stability and performance across the E2E Service Design (including technical reviews with IT Stakeholders on the robustness of Infra/security/data – and User reviews with business stakeholders) Governs the promotion of Infrastructure project deliveries and change to the live environment through Service Transition principles adhered to across the CTS team Provision effective Access Management controls for production system access Foster a culture across IT and strategic partners through a meticulous focus on incident prevention Work closely with support teams to optimise services Risk Management – identify and proactively manage risks. Ensure compliance with legal and regulatory requirements (GDPR, ISO, PCI-DSS, SOC2) Drive Automation of operational processes and tasks.
Communicate Effectively With a Variety Of Technical And Non-technical Audiences To Share Knowledge And Complex Ideas; Provide Updates; Influence; Challenge; And Take On Feedback
Building pro-active and constructive professional relationships with other teams and departments globally Clearly translate complex business and technical problems to stakeholders Establish strong working relationships with market stakeholders, vendors and regional directors
What will you bring to the role?
Minimum of 5 years of experience in a Leadership role with significant experience in managing technical operational teams. Preference will be given to candidates with global experience. Strong technical knowledge of all IT infrastructure components, including servers, networks, storage, and cloud services. Experience in infrastructure services, for example Active Directory, Windows, Linux, DNS, etc. Demonstrable experience of embedding organization changes and cultural change within a complex operational environment Ability to influence at peer level and above to drive through change and alignment to process with all other areas of Technology Services, often at a global level Experience with managing 3rd party vendors through services agreements, oversight and governance. Excellent communication skills both written and verbal, with the ability to keep the team updated on strategic initiatives by means of written updates, stand up Town Halls and presentations Knowledge of service governance processes and the ability to understand risk to services Ability to coach and mentor direct reports and instill strategic objectives and direction Business Planning experience and the ability to forecast cost for budget cycles Experience in delivering technical projects and change into production environments
Rewards designed for you
Paid parental leave , flexible working and a caring and inclusive culture.
Health and wellbeing rewards
that can be tailored to support you and your family, including medical, dental and vision.
Invest in your future
with 401k matching and tax-advantaged flexible spending plans, including healthcare, dependent care and commuter.
Income protection . Our package includes short and long-term disability benefits, life insurance and supplemental life insurance.
And more.
Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our careers hub will help you find out more about our rewards and life at Computershare, visit computershare.com/careershub .
Compensation.
The typical base pay range for this role is $130,000 - $152,000 per year USD.
About Us
A company to be proud of
We're a global leader in financial administration with over 12,000 employees across more than 22 different countries. At Computershare, it’s more than just a job, our open and inclusive culture means that we will help you to grow, to move forward and make the most of our world of opportunities.
Fairness and culture
We're dedicated to providing you with the opportunity to succeed on your own merits, starting from the application process and continuing throughout your career with us. Our goal is to create an environment where everyone feels valued, to remove barriers and obstacles and ensure equal opportunities for all. For support with accommodations or adjustments during our recruitment process please visit computershare.com/access for further information.
About The Team
Our Technology Services team is a place where new ideas and approaches are welcomed, and every individual is equipped and empowered to create change. We're a rapidly evolving and diverse global business and there is always something to learn, opportunities to explore and a broad range of career paths to progress along.
Seniority level
Seniority level Mid-Senior level Employment type
Employment type Full-time Job function
Job function Management and Manufacturing Referrals increase your chances of interviewing at Computershare U.S. by 2x Sign in to set job alerts for “Operations Team Lead” roles.
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Locations: Columbia, MD (preference) or Canton, MA
In this position, you’ll be based in one of the above noted offices for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at computershare.com/flex Job Description
Locations: Columbia, MD (preference) or Canton, MA
In this position, you’ll be based in one of the above noted offices for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at computershare.com/flex
We give you a world of potential
Computershare have a very exciting opportunity for an Infrastructure Operations Team Leader to join our Technology Services team.
There are a few things that make this brand-new, exciting role stand out:
Our leadership team are entirely invested in continually developing and training our staff, so you will have the opportunity to continue learning and progressing. We’re on a journey to refresh the way we do things in the business to improve best practices within modern management, giving you a great opportunity to get involved in beginning phases. We encourage a flexible working environment to allow you to work the way that suits you best.
A role you will love
The Infrastructure Operations Team Leader is responsible for leading and managing the global Infrastructure Operations team within their region ensuring the maintenance and health of the organization’s global infrastructure services and ensuring the needs of our clients are met and we are performing to our agreed KPIs & Service Level Agreements. During the assigned time zone, this team leader will be responsible for incident and request management and operational support of the Global infrastructure.
The Team is responsible for providing 2nd and 3rd line support to all of CTS (Computershare Technology Services) customers and clients, as well as enhancing customer experience through investigating and resolving system faults, enabling our customers to run their operations effectively. The role requires working very closely with the business to align the technology to the business needs.
This involves providing proposals, guidance for business projects and some direct interaction with key clients may also be required to present various Computershare technology solutions and adapt communications to the audience. We are looking for you to build great relationships within the team, and to support your teams career development. You will hold engaging and relevant 1:1s with your team to discuss career goals, training needs and provide support with what they need.
Other Key Responsibilities Include
Team Leadership: Manage a team of infrastructure operational engineers, to be responsible for the overall direction, coordination, and evaluation of the team members:
Manage all people management aspects including hiring, performance management, reporting, and resource capacity management Create a high performing team by coaching, motivating, and supporting the people you lead Identify and support talent, ensure succession for critical roles Responsible for managing and reviewing attrition rates for the team and developing robust action plans where attrition is beyond tolerance Champion, accommodate and personally take up approved and discretionary learning, development, and social contribution opportunities to measurably drive your team’s participation
Supervise The Operational Aspects Of Our Infrastructure Services
Responsible for the maintenance and health of the organization's equipment related to the IT infrastructure Ensure all the ServiceNow queues and ADO tasks are monitored globally, and tickets/tasks are promptly worked following agreed priorities Incident response and service requests fulfilment Deliver a reputable operations framework – ensuring global equality and 24/7 support in Infrastructure services. Engage teams across the globe and drive alignment of process, resources and services to ultimately work towards a Global Operational framework Support all controls for Root Cause Analysis and Problem Management across the E2E Service Design Deliver IT Operations in line with Business Process KPIs, User Experience and CSAT Objectives Facilitate routine reviews for operational stability and performance across the E2E Service Design (including technical reviews with IT Stakeholders on the robustness of Infra/security/data – and User reviews with business stakeholders) Governs the promotion of Infrastructure project deliveries and change to the live environment through Service Transition principles adhered to across the CTS team Provision effective Access Management controls for production system access Foster a culture across IT and strategic partners through a meticulous focus on incident prevention Work closely with support teams to optimise services Risk Management – identify and proactively manage risks. Ensure compliance with legal and regulatory requirements (GDPR, ISO, PCI-DSS, SOC2) Drive Automation of operational processes and tasks.
Communicate Effectively With a Variety Of Technical And Non-technical Audiences To Share Knowledge And Complex Ideas; Provide Updates; Influence; Challenge; And Take On Feedback
Building pro-active and constructive professional relationships with other teams and departments globally Clearly translate complex business and technical problems to stakeholders Establish strong working relationships with market stakeholders, vendors and regional directors
What will you bring to the role?
Minimum of 5 years of experience in a Leadership role with significant experience in managing technical operational teams. Preference will be given to candidates with global experience. Strong technical knowledge of all IT infrastructure components, including servers, networks, storage, and cloud services. Experience in infrastructure services, for example Active Directory, Windows, Linux, DNS, etc. Demonstrable experience of embedding organization changes and cultural change within a complex operational environment Ability to influence at peer level and above to drive through change and alignment to process with all other areas of Technology Services, often at a global level Experience with managing 3rd party vendors through services agreements, oversight and governance. Excellent communication skills both written and verbal, with the ability to keep the team updated on strategic initiatives by means of written updates, stand up Town Halls and presentations Knowledge of service governance processes and the ability to understand risk to services Ability to coach and mentor direct reports and instill strategic objectives and direction Business Planning experience and the ability to forecast cost for budget cycles Experience in delivering technical projects and change into production environments
Rewards designed for you
Paid parental leave , flexible working and a caring and inclusive culture.
Health and wellbeing rewards
that can be tailored to support you and your family, including medical, dental and vision.
Invest in your future
with 401k matching and tax-advantaged flexible spending plans, including healthcare, dependent care and commuter.
Income protection . Our package includes short and long-term disability benefits, life insurance and supplemental life insurance.
And more.
Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our careers hub will help you find out more about our rewards and life at Computershare, visit computershare.com/careershub .
Compensation.
The typical base pay range for this role is $130,000 - $152,000 per year USD.
About Us
A company to be proud of
We're a global leader in financial administration with over 12,000 employees across more than 22 different countries. At Computershare, it’s more than just a job, our open and inclusive culture means that we will help you to grow, to move forward and make the most of our world of opportunities.
Fairness and culture
We're dedicated to providing you with the opportunity to succeed on your own merits, starting from the application process and continuing throughout your career with us. Our goal is to create an environment where everyone feels valued, to remove barriers and obstacles and ensure equal opportunities for all. For support with accommodations or adjustments during our recruitment process please visit computershare.com/access for further information.
About The Team
Our Technology Services team is a place where new ideas and approaches are welcomed, and every individual is equipped and empowered to create change. We're a rapidly evolving and diverse global business and there is always something to learn, opportunities to explore and a broad range of career paths to progress along.
Seniority level
Seniority level Mid-Senior level Employment type
Employment type Full-time Job function
Job function Management and Manufacturing Referrals increase your chances of interviewing at Computershare U.S. by 2x Sign in to set job alerts for “Operations Team Lead” roles.
270011 - Baltimore Regional Operations - Operations Manager
Washington, DC $325,000.00-$375,000.00 1 month ago Washington DC-Baltimore Area $37.00-$45.00 2 weeks ago Senior Business Operations Manager, Delivery Services
Washington, DC $107,500.00-$174,900.00 1 week ago Baltimore, MD $90,000.00-$100,000.00 2 weeks ago Arlington, VA $147,000.00-$221,000.00 22 hours ago Washington, DC $66,094.00-$66,094.00 1 day ago Nottingham, MD $60,000.00-$65,000.00 4 weeks ago Washington, DC $99,200.00-$178,600.00 1 week ago Operational Excellence Supervisor, Logistics & Production - Northeast Region
Washington DC-Baltimore Area $63,000.00-$70,000.00 4 days ago Washington DC-Baltimore Area $204,000.00-$235,000.00 1 week ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr