Team Leader, Digital Support

**Overview**

The Corporate Markets Technology team is responsible for ensuring the effective and efficient operational delivery of technology services across Corporate Market’s business units.

The Digital Support Team Leader is responsible for providing leadership to the team that supports Link Group’s Corporate Market’s Digital experience, integration, automation and secure data transportation team across all APAC IT Services.

The team, under the direction of the Digital Support Team Leader, will have an IT operational focus and be part of the larger APAC DevOps team as a whole.

**Key Accountabilities and main responsibilities**

Strategic Focus
- Work with Technical Leads to continuously improve the customer experience and business outcomes, recommending enhancements or opportunities to improve where appropriate.
- Developing IT operation strategies derived from organisational strategies.
- Deliver cost efficiencies and savings
- Migrate/upgrade legacy technology
- Support the delivery of the Corporate Markets technology strategy

Operational Management
- They will work to achieve established service levels between technology and the business as well as clients of the Corporate Markets Division.
- Reduction in high priority incidents and service disruptions
- Ensure performance & capacity to meet client signed SLAs
- Display outstanding customer service for both internal business customers and external customers.
- Digital Applications
- Integration
- Automation
- Secure data transfer
- Patching for currency and security

People Leadership
- Guide and mentor team members in technical areas including:

- Application/software fixes
- Tuning
- Performance monitoring
- Troubleshooting
- Deployments
- Support
- Documentation of standards and procedures for the administration and maintenance of all supported environments.
- The Digital Support Team Leader will be an escalation point for the team and will be
- Manage the workloads and resource planning across the team for successful delivery of business expectations and client service
- Set and manage performance expectations of the team (including conducting performance reviews) to develop a high performing team and a culture of continuous improvement and learning

Governance & Risk
- Adhere to Link Group’s implementation of the ITIL framework, development methodologies and processes to improve business outcomes..
- Information Security - all aspects
- Maintaining ISO accreditation
- Addressing Risk and Audit items
- Disaster Recover Planning and Testing
- Participating in Audits
- Follow PMO/Project/ITIL/DevOps frameworks, policies & procedures

**Experience & Personal Attributes**
- IT degree or equivalent qualification with a recommended 10 years IT experience
- Previous experience in any or all of the following technologies..
- Windows Server environment
- Windows Cloud Services - Microsoft Azure (APIM, Service Fabric, Function App and Account Storage).
- Development Frameworks - ASP.NET 2.0, 3.5, MS Ajax, WCF
- API Development - RESTful and SOAP
- Programming Languages - C# & Java
- Shell Scripting - Powershell (desirable)
- Identity Management - Okta & IdentityServer4
- Deployment - TFS, MSBuild, Octopus Deploy, Pipelines
- Mobile Application development - Xamarin
- Workload automation - BMC Control-M
- Secure data transportation - AXWAY MFT
- Integration - IBM IIB/ACE
- Excellent communications skills, both written and oral
- Solid understanding of business needs and customer focus beyond the technical/technology aspects.
- Demonstrated, stakeholder management, leadership and people management skills and the ability to work to deadlines
- Strong experience in managing corporate IT Support at all levels.
- Strong understanding of technical issue resolution
- Ability to identify and report opportunities for service improvement
- Absolute focus on service to users
- Understanding of Agile methodologies
- In depth knowledge of IT infrastructure technology including servers, desktops, networks, operating systems, platforms and configurations.
- Experience working in a complex, fast paced environment where the ability to meet deadlines, prioritise several tasks and exceed customer expectations is paramount.

Link Group is a leading fund administration and share registry specialist. We are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients' needs. Since our inception, Link Group has been entrusted by clients to handle sensitive data in a secure and confidential manner. Our core businesses of fund administration and securities registration are complemented by our expertise in digital solutions and data analytics.

Our Corporate Markets division provides clients with a comprehensive corporate market offering that connects issuers to their stakeholders. Our uniquely integrated range of corporate markets capabilities includes shareholder management and analytics, stak