IT Operations, Team Leader

Company Description

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Company Name: Nielsen

**Job Description**:

- At Nielsen, we believe that career growth is a partnership. You ultimately own, fuel and set the journey. By joining our team of nearly 14,000 associates, you will become part of a community that will help you to succeed. We champion you because when you succeed, we do too. Embark on a new initiative, explore a fresh approach, and take license to think big, so we can all continuously improve. We enable your best to power our future.

ABOUT THE ROLE
- ROLE RESPONSIBILITIES
- Manage and lead the IT operations IT support to deliver high-quality support services to the business.
- Provide guidance and support to team members in the resolution of IT incidents, software and hardware related issues.
- Ensure that the team is following ITIL framework methodology for all support activities, with a high emphasis on data entry.
- Ensure that all network administration tasks are completed in a timely manner, including user privilege set up and removal.
- Ensure that all relevant documentation is maintained to an acceptable standard and appropriate industry best practice.
- Coordinate the installation and testing of new sites and services, and new hardware/software.
- Manage, record and resolve faults/incidents/resolutions in the Help Desk System.
- Maintain a secure environment, managing cybersecurity guidelines, policies, and physical network access.
- Ensure high availability of critical business processes and client deliverables.
- Follow the incident management process and defined change management documentation/process when considering changes to critical systems.
- Able to travel interstate to support regional offices and co-locations.
- Participate in a one week per month scheduled on-call rotation, involving routine tasks to uphold the quality of data delivery
- Build upon existing disaster recovery plans to ensure the availability of critical business processes and systems in case of a disaster or disruption. This includes identifying critical systems and data, strategy, risk mitigation, and testing the plans to ensure they are effective.
- Comply with all reasonable directions and instructions given to you by the Director of Information Technology and the IT Operations Manager.
- QUALIFICATIONS & SKILLS
- Proven ability to thrive in mission-critical environments with strict SLAs, working under pressure and meeting deadlines while maintaining a high level of attention to detail and quality of service.
- Minimum 5 years of experience in an IT leadership role or similar, with a proven track record of delivering high-quality IT services and support to clients or end-users.
- Qualifications (Diploma, or Degree) in Information Technology or similar.
- Prior proven success in a technical support role
- Working knowledge of Microsoft Active Directory and Microsoft Server & Desktop OS.
- General knowledge of computer hardware, Operating System software, networking, and software security.
- Prior experience supporting remote sites and staff.
- Strong leadership and communication skills both written and verbal.
- ISO Documentation practices and audit exposure (highly regarded)
- Broadcast technology exposure (highly regarded)
- WHY WORK FOR NIELSEN?
- At Nielsen, we believe that career growth is a partnership. You ultimately own, fuel and set the journey. Your manager and others within the Nielsen community are here to help support and invest in your continuous growth.

**Nielsen promotes work life balance **by offering Flexible (Smart) working, a day off for your Birthday, a ‘No leave No life’ policy which rewards you with bonus annual leave days per year, volunteering leave, and paid parental leave for both carers.

**Be a Learn-It-All**. Nielsen invests in the growth and development of our team offering an Education assist program, a global mentoring program, and access to internal training and development resources via online platforms.

**Your wellbeing is our priority**. We partner with Spring Health for our EAP offering counseling and support for our staff and their family. In addition we focus on holistic wellness with dedicated activities on physical, mental and financial wellbeing.

**Commitment to diversity and inclusion**. Diversity, equity and inclusion are at the heart of everything we do — from our people to our products. We value diversity of thought, experiences, skills and backgrounds. We're focused on creating a culture of inclusion—where we value, encourage and promote the vari