Technical Services Team Lead

The Role:

The technical services team within ASOS supports both the web site infrastructure & associated services as well as the internal IT infrastructure that empowers corporate users to leverage technology for their day-to day activities.

Working as the team lead of the infrastructure support analysts you will have both technical infrastructure expertise and leadership qualities to undertake the following responsibilities:

• Act as a contact point for technical escalations for the team
• Co-ordinate the daily activities of the technical services team
• Liaise with the Senior Technical Services Manager to prioritise the day to day work load of team
• Regularly review performance metric information and service tool performance data to ensure team is efficiently working through work items
• Ensuring team members are optimally deployed between project and BAU tasks
• Ensure there is visibility of the team members current and up-coming activities
• Ensure the appropriate level of support cover is always in place to ensure systems are fully supported to meet business requirements; including co-ordinating on call rota of out of hours support
• Document day to day IT processes and procedures and maintain knowledge bases
• Conduct regular one to one's', team meetings, create objectives and carry out performance appraisals
• Liaise with the Senior Technical Service Manager to create mentoring and development plans, as well as identifying areas of improvement and developing our people further
• Ensure system performance target are achieved or surpassed, this includes incident, service request SLA's and maintaining or improving identified system, service KPI's
• Support the infrastructure team members ensuring there is sufficient knowledge transfer within the team
• Engage with the wider IT project management teams to ensure early visibility of upcoming projects, and to support with the system/infrastructure design process
• Enhance the reputation of Service Delivery by being credible, precise, keeping your promises and through great stakeholder management
• Through strong relationships collaborate and triage with internal and external colleagues to resolve cross system/functional' incidents/problems to resolution
• Maintain and improve operational standards such as daily checks, operational schedules, housekeeping, monitoring, log/error management and diagnostic capture
• Implement and maintain strong event, access, incident, problem, change, availability, capacity and risk management techniques and processes, working closely with the wider service management function
• Collaborate with service delivery, change, release managers to support changes into production reducing any impact and produce RFC documents as part of the Change Control process
• Continually improve all aspects of the operation
• Problem management and escalation point out of hours for infrastructure related issues
• Representative to the business/customers of the infrastructure team
• Resolve incidents/problems affecting the operation as part of the service support function
• Manage and support the systems and infrastructure including installation configuration and maintenance of Windows Environments
• Analyse system performance indicators and recommend improvement/capacity actions
• Assess, install and maintain third-party tools
• Review the problem management register - and identify and implement actions
• Maintain and create technical/process documentation to a set standard
• Script writing (PowerShell) to automate tasks
• Willing to work out-of-hours and be part of a 24x7 call-out rota
• Travel to other locations may be required

What Success Looks Like:

As part of the Technical Services Team you will live our values and be seen as a role model within your team and the wider organisation. You will follow best practice and deliver to your agreements and will continually raise the bar for both yourself and the team.

• Broad Knowledge of Technology specifically including E-commerce based systems
• Demonstrable detailed experience in the following, Microsoft server operating systems, Microsoft infrastructure type applications (AD, email, collaboration), Database technology, Networking including Firewalls
• Experience of a 24 hour operational business, ideally in an E-commerce environment
• Ideally computer sciences or structure technology degree, but not essential if relevant prior experience
• Understanding of ITIL and CMMI working practices and how to utilize this set of best practice for future IT Strategic needs
• A clear understanding of the way an IT support team works, with extensive experience of installing and supporting a multi-architectural IT infrastructure evidenced by being able to describe how the support model should work.
• Experience of working in a high pressure environment making sure that SLA's and project deadlines are met according to project plans and business requirements.
• Strong knowledge of x86 architecture, software and networking sufficient to ensure all business user queries and problems are resolved, and IT projects implemented successfully.
• troubleshooting/diagnosing issues with various hardware and software.

This is a hands on technical role with experience of the following a must-have:

• Demonstrable experience of team leadership
• In-depth experience of working with Windows 2008/2012 Server and other Microsoft products
• Supporting corporate infrastructure technologies
• Exposure to large scale website infrastructures
• In-depth knowledge of Microsoft web technologies (IIS/.Net)
• Content delivery networks
• Knowledge of networking, WAN optimization, Firewalls and other Security Products (IPS/IDS)
• Experience with managing and maintaining cloud infrastructure (Azure/AWS)
• VMware/Hyper-V management
• Windows Clustering & Network Load Balancing technologies
• Advanced IIS knowledge essential
• Strong PowerShell Scripting skills
• Understanding of SQL and No-SQL database technologies desirable, but not essential.
• Experience with these other technologies also desirable: Citrix XenApp, TSM Backup

The following are nice to have:

• Windows 2008/2012 Server Certified to MCSA level (or above)
• ITIL Certified in Service Management (V2/V3)
• Cisco CCNA or higher