The incumbent is accountable for the teams delivery of business KPI s, SLA s and OLA s.

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Dustin Hamilton
7 years ago
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1 Role Profile Job Title: Department: Reporting to: Team Manager Date: October 2015 Role Purpose The Messaging Team is primarily responsible for day to day management of Cobweb s Messaging Team of circa 3 members, taking a technical lead and ensuring the management, support and administration of the Exchange and Lync server environments and its associated services to maintain security and availability. It is essential to provide continuous improvements to the Messaging platform/environment and the incumbent will always work to improve efficiencies and maximise performance while remaining conscious of current and future business requirements. The incumbent is accountable for the teams delivery of business KPI s, SLA s and OLA s. You will also support and resource technical team projects as required, recommending and supporting the technical roadmap to deliver an improved service. This is a full time position and shift working, on-call and extra duties on an out-of-hours basis are often required and are considered part of the role. The role will require direct customer contact and some project management. Role Dimensions Financial No budgetary control but budgetary awareness. Identify and act upon sales opportunities Process Management Adhere to ISO9001 and ISO27001 compliance guidelines. Identify areas of breach, for example reaction to incidents or threats and assist in improvement of and coaching in department processes. Operational working practices as instructed.

2 Direct Reports MCITP: Enterprise Messaging Administrator (2007/2010) MCSE: Messaging MCSE communication Advanced knowledge of Microsoft Exchange client and server technologies ideally in a hosted or other high-availability environment Advanced knowledge of BlackBerry Enterprise Server to include large scale deployments and High Availability A good working knowledge of Microsoft Lync 2010 and Lync 2013 Good knowledge of Microsoft Windows server technologies including Active Directory High general technical grounding in other MS Business technologies, for example, IIS, SQL, SCOM, WSUS and CRM A good working knowledge Powershell and scripting Exchange team members Working Relationships Internal: All departments with primary focus on supporting customer facing/delivery departments External: Current customers, suppliers and partners Primary Accountabilities 1. Accountable for effective people management to ensure team morale and high levels of service availability across the technical platform are maintained and improved with consistent achievement of operational metrics and targets including KPI s, SLA s and OLA s. 2. Responsible for coaching individuals on their performance to exceed targets through regular 1:1 s as per the process, identifying training needs, performance improvements and ensuring all training is completed (including both behavioural and technical skill development). 3. Accountable for maintenance of all direct reports personnel records on SAGE, training matrices, objective creation/management and appraisal information in line with the company process, with support from the Manager. 4. Accountable for the development and management of Department KPI, SLA and OLA reports, critiquing the output and implementing corrective actions to ensure consistent achievement of the targets and continuous improvement. 5. Responsible for delivering and managing the department s tools, functionality and processes to achieve best performance, gain time efficiencies in the processes and meet targets set. 6. Responsible for Incident management on Messaging issues to include root cause analysis, and the output reported to the Manager, with corrective actions taken/recommended as required to drive continuous improvement. 7. Proactively and effectively support internal and external customers (where allocated) through the user request system to ensure minimal downtime to include: a. Exchange and Outlook Client/Server configuration, support and administration including

3 support of hardware and web services working to process and standard as required b. Exchange account and queue administration 8. Advise and assist the NOC with the administration of the Parallels Automation system to ensure Exchange tasks are completing successfully. 9. Support the Windows Admin Team in the administration of backups through standard tools to ensure recoverability of customer data and escalate any failures as required. 10. Proactively maintain platform stability through effective response to System Center Operations Manager (OpsMgr), HP Systems Insight Manager (HPSIM) and other tools in order to minimise downtime and identify performance improvement opportunities. 11. Security management to include anti-virus, patch and update management (to process and standard as required) to help mitigate risks to service quality. 12. Capacity management for servers and applications measure and assess platform capacity in order to meet future scalability of Cobweb s systems to ensure minimal downtime through predictable action. 13. Accurately migrate client data to timescales as defined by SLA to appropriate ISO processes with minimal downtime for customers. 14. Involvement in Problem and Change management processes including working with the Development and Innovations Teams to facilitate successful testing and introduction of new products to the platform. To make certain that system modifications and services changes are identified, documented and supported before action. 15. Support of business Configuration Management functions and administration including documentation to maintain accurate and appropriate records of all services and resources. 16. Represent the Department at required business meetings. 17. Adhere to the practices and procedures of the ISO9001 and ISO27001 standards. Additionally, coordinate the creation and enforcement of any additional technical standards and processes for the team. 18. To undertake ad hoc tasks from time to time as directed. Secondary Accountabilities 1. To take ownership and responsibility for the project management tasks as directed by the Manager. Personal Attributes (required role behaviours) 1. Demonstrates a high level of technical and business analytical awareness 2. Sets a positive professional example to colleagues and others 3. A positive influencer who readily motivates and inspires others and acts as a mentor 4. Willingness to train and coach direct reports and support both your peer group and management group 5. Takes ownership of issues through to resolution 6. Using gained knowledge as a mechanism to progression and continuous improvement 7. Contributes and encourages others to contribute to new ideas. 8. Actively engages internal and external customers through effective communication (at all levels). 9. Organises own time effectively and creates own work schedules. Prioritises and prepares in advance. Sets realistic time-scales to succeed in own role and consistently meet KPI s/ola s/sla. 10. Self-starter; willing to change self and encourage change to improve service, processes and customer experience. 11. Shows expert Microsoft product or service knowledge and has a desire to develop further. 12. Actively utilises company knowledge to meet individual targets and objectives.

4 13. Develops effective and supportive relationships with colleagues, providing support and training as needed. 14. Remains calm and self-controlled under pressure. Reacts well to change and stays positive despite setbacks. Keeps difficulties in perspective. 15. Is aware of competitor activity and market trends. Is profit conscious and appreciates the commercial impact of own work on profits. 16. Presents the key points of an argument persuasively. Negotiates and influences others positively. Changes people's views and influences their decisions. Qualifications, Experience, Knowledge and Skills Essential 1. Demonstrable experience in performance management of a team, preferably in a technical environment. 2. Experience of successfully leading and motivating others including training & coaching in both technical practice and process improvement. Establishing clear direction and goals for direct reports that compliment business direction as well as their self-development. 3. MCITP: Enterprise Messaging Administrator (2007/2010) or equivalent experience 4. MCSE: Messaging 5. MCSE: Communication 6. High level knowledge and experience of BlackBerry Enterprise Server 7. Working knowledge of Microsoft Lync A good working knowledge of SAN concepts and technologies. 9. In depth knowledge of disk technologies including disk types, RAID levels etc. 10. A good working knowledge and experience of core MS technologies and related network infrastructure DNS, DHCP, WSUS and SCOM sub netting, layer 2 and layer 3 networking principals. 11. Demonstrable experience of technical coaching and support of others including documentation 12. Advanced problem solving ability, excellent time management practices and project management 13. Quick to understand and evaluate new technologies as required considering risk at each stage 14. Excellent written and verbal communication skills with proven ability to communicate clearly and concisely to all levels 15. Full, clean driving license Desirable 1. Degree level or equivalent experience 2. Ideally would have worked with high traffic, live systems, where reliability and uptime are crucial 3. Demonstrable experience to maintain and support SAN environments. 4. Experience in VMware VSphere technologies VCenter, HA, DRS, VMotion, FT, etc. 5. Experience in formal project management methodologies 6. Exposure to ISO27001:BS Exposure of working in an ISO9001 or other QMS environment 8. Exposure to an ITIL, MOF or ISO20001 compliant environment Organisation Charts

5 COO Manager Messaging and Communications Team Windows Team Network Team NOC Team Messaging and Communications Team Windows Team Network Team NOC Team For more information and to apply, please send a cover letter and CV to recruitment@cobweb.com

1.1 In consultation with management, to identify against business objectives, issues of self-development and training.

1.1 In consultation with management, to identify against business objectives, issues of self-development and training. London Fire Brigade is run by the London Fire and Emergency Planning Authority Fire Our vision To be a world class fire and rescue service for London, Londoners and visitors. Job Description JOB TITLE