IT Manager

1 month ago

Sydney, Australia Ericsson Full time

**Our Exciting Opportunity**:
The role of the Access Services Technology Manager, Australia is to lead the tech support team in Australia in the support of a technology platform that includes both standard technologies such as Windows Desktops and Servers, but also specific systems used for Access Services production.

***:
**In this role, you would**:
**Technical vision and design**
- Contribute to Access Services technology vision, suggesting innovative approaches to promote growth and saving opportunities, mitigate risk and reduce threats
- Contribute to the provision of detailed solutions to operational or client requirements, and towards roadmaps for product ranges in conjunction with core teams.
- Work with the Global Access Services Tech Lead, Global Project Lead and Head of Technology Delivery to help cost proposals, plan projects, and scope initiatives
- Ensure that all local support resources are aligned to the agreed approaches, and raise where design / implementation deviates from the intended architecture

**Communicating the technical vision of Access Services**:

- To assist with the detailed articulation of Access Services’ technical vision and roadmap to Access clients in Australia
- To maintain regular dialogue with key core Technology management team members to ensure that the Access Services technical vision is implemented as defined by the Head of Technology Delivery
- Ensuring that all project stakeholders understand the detailed requirements of Access Services Support, and seek clarity from the Head of Technology Delivery and other senior stakeholders as required

**Platform Support - Australia**:

- Manage the support team in Australia to ensure an appropriate level of support is maintained to ensure productivity is maximised and operational loss is minimised; owing to the small scale of the office it is encouraged that this role will be hands-on, and that the manager will take support calls. As this operation works extended hours it is encouraged that this role will participate in an on-call rota
- Seek out and implement proactive approaches to continuously improve platform support in the Paris office

**_
Technical risk_**
- To work with the core Technology teams to own and manage Access Services’s technical risk, alongside the Head of Platforms and Solutions
- Identify risks, issues and dependencies for technical solutions, operating on the basis of continual improvement; escalate and manage these technical risks on behalf of the Australian operation

**Daily Support and System Administration**:

- Work to ensure that all Incidents are addressed as rapidly as possible, and triaged according to possible business impact; ensure that the resolution time for each incident is kept to a minimum
- Maintain up-to-date Problem records (identifying recurrent issues and progress towards their proposed resolution)
- Ensure all configuration and asset tracking systems are up-to-date

**_
Admin_**
- Proactively ensure systems are documented and technical documentation is provided to support teams.
- Ensure changes are managed through the corporate asset management and change management systems.

***:

- Responsible and accountable, able to lead the team and participate actively in the day-to-day work of the team
- A clear ability to multi-task in a complex dynamic environment with regularly changing priorities
- A strong appreciation of the types of risk that a live 24/7 multi-location operation faces
- Able to identify and articulate benefits of credible technology solutions
- Excellent written and verbal communication and strong inter-personal skills
- Confident in own ability and judgment, with drive, resilience and determination
- Sets high standards and demonstrates energy, enthusiasm, commitment and a desire to achieve goals.
- Proven ability in understanding, meeting and managing business needs and expectations
- Appreciates and understands commercial implications of technology decisions and approaches
- Some understanding and appreciation of a formalized service management approach (ITIL for example)
- Demonstrable experience of systems design, ongoing maintenance and fault finding in a sophisticated operational environment, dealing with a variety of interdependent business critical systems across multiple organisations.
- Demonstrable experience maintaining Windows server based systems.
- Demonstrable experience of administering VMWare (ESX) and virtualised hosts.
- Experience working with monitoring tools (e.g. Nagios).
- Experience communicating sophisticated technical information to a variety of audiences
- Practical appreciation of working in a 24*7 business.
- Previous experience in a support or customer-facing role

***:
**You may also have**:

- Degree-level qualification
- Demonstrable experience working in Broadcast or Media industries
- Access Services Technologies
- Professional audio or video - analogue and digital
- Demonstrable experience of administering and monitori

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