IT Operations Team Lead

Company Description
**Hi.** We’re OFX, a global provider of online, international payment services. We solve the complexity of moving money and enable better decisions. Headquartered in Sydney with offices worldwide, we’re a customer-focused business that is all about inspiring customer confidence.

At OFX, you’ll have the opportunity to reach beyond your role and function across disciplines. Make use of your diverse skill set at a business that values your expertise and turn your potential into reality.

**Job Description**:
The **IT Operations Team Lead **role is accountable for managing the Support Operations functions for our corporate offices and users. You will be in charge or the day-to-day operation and support for our corproate user base. You will also be accountable for ensuring that the APAC support team are running smoothly and efficiently with a high level of service. This role will will work with our Global Infrastructure team from time to time to help uplift the “As-Is” state of our corporate environment, so some experience with Infrastructure will be required.

Reporting into the Head of Infrastructure & Operations, this role will work alongside the Service Delivery Manager (Based in London) to help lead the global Support teams and manage their development. As part of a global Operations team you will also take a lead role in the Incident, Problem and Fault management process for when things aren’t operating smoothly, and act as the escalation point for the APAC Support Team.

This role will act as the People Manager for the Sydney Support team (x2) within Technology Operations.

**Qualifications**:

- Tertiary level IT/computing qualification
- 4+ years experience in Support/Operations
- 2+ years’ experience working in a similar Team Lead role
- Excellent interpersonal, written, and oral communication skills
- Strong customer service and stakeholder management skills
- Experience managing a team of Support Engineers
- Strong Experience working in an IT operations environment (dealing with Escalations, Fault/Event Management, Incident Management, Problem Resolution and Root Cause Analysis)
- Knowledge and understanding of ITIL Framework & Service Delivery Life Cycle (ITIL 4 Certified preferable)
- Extensive experience with Microsoft Admin Suite(s)
- Willingness to contribute across functions and geographies to ensure the success of the team

Additional Information
**What it's like working at OFX**

We’re OFXers because we want to make a difference. We see challenges as opportunities and we’re not afraid to roll up our sleeves to get stuff done. We’re committed to making things easier for our clients, pushing boundaries and continuing to move with the times so that we can continue to inspire confidence every day and through every transaction.

We operate as one team, cross-functionally and globally to drive outcomes that deliver excellence for our customers. We're curious self-starters who love learning and sharing our knowledge with others. We embrace change and use our initiative and resilience to overcome challenges.
- Always keep learning. We offer LinkedIn learning programs, which all OFXers have access to. We offer a variety of other learning programs and host an annual Open Day to encourage cross functional and soft skill learning
- Giving back, we encourage OFXers to give back to causes and communities that are important to them. We celebrate this with an annual volunteer day, that OFXers can use together or individually
- We promote an environment of reward and recognition, OFXers are encouraged to celebrate their peers’ effort, technical expertise or support through a range of channels and awards
- Our Good Vibes employee-led committees organize events to keep our employees engaged inside and outside the office. Whether it’s participating in our weekly yoga class (now also on Zoom), office happy hours, end of year celebrations. Our team wants you to feel welcome

At OFX, we are committed to fostering a diverse and inclusive workplace where we value, respect, and encourage our people to be their authentic selves. With an employee base as diverse as the clients we serve, we know that being an inclusive workplace is fundamental to our continued success.