• Coordinates the WPS Service Management team's activity
• Creates an inspiring team environment with an open communication culture.
• Ensures processes are documented properly.
• Plan the use of human resources and organize the recruitment and placement of required staff
• Support in establishing the organizational structures
• Ensure that monthly administrative responsibilities for the team members are met (e.g., holiday scheduling, ensuring back-up, time, and attendance)
• Drives the periodical evaluation process of the subordinate team members and enables team members to fulfill their respective tasks
• Improves the operational systems, processes, and policies in support of the organization's mission, supports better management reporting, information flow, and management, business process, and organizational planning
• Issues processes documents on the quality management system (procedures, instructions, etc.) and prepares records necessary to carry out
• Meets other activities submitted by the superior or the legal entity manager, professional, or regarding quality management
• Completes quality assurance review checks to monitor the quality of project reporting and deliverables to drive improvements across the portfolio
• Proactively highlight and escalate delivery risks and issues to senior management, providing an independent view of project and program health.

Skills: Team Leadership, Process Management, Resource Planning, Recruitment Coordination, Performance Evaluation, Quality Assurance, Risk Management, Organizational Development

• Provide infrastructure support on all server and system-related issues and maintain the existing infrastructure, investigate and implement new technology
• Implement new services and fully manage existing platforms to agreed business service levels.
• Provide seamless post-implementation project BAU support to the business by managing and achieving contracted service levels and committed deadlines.
• Carry out regular 1-2-1s of EIMEA BAU Infrastructure team members to gain employee insight, track objectives, personal development, and job performance.
• Engage with key stakeholders within the business to provide clear and logical solutions to complex infrastructure issues with consideration to cost and effort..
• Provide escalation support for Office 365 and the Google Workspace platform.
• Take the lead in root cause analysis to avoid recurrence of the same/similar system and network issues.
• Manage and coordinate all IT assets to comply with the business and company standards/policies and procedures, and ensure that software license compliance levels are adhered to by using the software inventory systems.
• Provide technical assistance to the Information Security and Risk team to help strengthen cybersecurity defenses and reduce the number of threats and vulnerabilities.
• Provide knowledge sharing and training to the team and the junior members to ensure the professional handover of implemented projects.
• Proactively identify process improvement opportunities
• Recommend and ensure that resilient solutions have been implemented to provide professional disaster recovery capabilities for IT systems

Skills: Infrastructure Management, System Administration, Service Delivery, Stakeholder Engagement, Root Cause Analysis, Cybersecurity Support, Process Improvement, Disaster Recovery

• Lead a team of IT Professionals that work with a variety of integrated on-premise and cloud-based business applications and technologies.
• Identify and facilitate resolution of critical issues affecting team, cross-functional, or business performance to accomplish team goals.
• Manage relationships with Information Technology leadership and teams.
• Provide people leadership through coaching and timely, effective feedback to employees for both performance and development.
• Ensure employees understand their role and expectations within the context of the broader site/function.
• Manage the Product Backlogs in collaboration with Product Owners and Scrum Coordinators.
• Participate and lead aspects of the design, development, and rollout of application solutions for multiple departments across the company, as well as external customers and business partners.
• Collaborate with other IT leaders and teams to support the vision of a digital enablement practice to implement and support secure, high-performance, maintainable, and scalable enterprise technical architecture.
• Collaborate with software suppliers to optimize licensing, support, and consulting for on-premise and cloud-based solutions.
• Collaborate with business leaders to develop project charters, strategic product and technical roadmaps with annual business plans to deliver the highest priority/value initiatives.
• Challenge the status quo and seek new and better ways of solving technical and business problems.
• Works with the IT Leader of Product Delivery to ensure management systems (plans, schedules, training, skilled resources, budgets, cost controls) are in place to achieve the targeted results.

Skills: Team Leadership, Cloud Integration, Cross-Functional Collaboration, Product Management, Application Development, Technical Architecture, Strategic Planning, Performance Coaching

• Lead the IT team and monitor the team tasks and KPIs
• Be responsible for all end-user computing services, such as Windows OS and macOS 
• Collaboration tools, including Slack, Zoom, etc.
• Be up-to-date with the latest trends and innovations in the End-user computing area and similar areas
• Information security policies and tools implementation
• Manage Onboarding and Off-boarding processes
• Manage and maintain the IT assets inventory
• Provide technical support to all IT hardware and software-related services

Skills: Team Leadership, End-User Computing, Collaboration Tools, Information Security, Process Management, Asset Management, Technical Support, Performance Monitoring

• Build and retain an outstanding Office IT team.
• Evaluate team members’ capabilities and contributions, discussing frequently their development plan and opportunities for future growth. 
• Provide one-on-one and group coaching as well as identify key areas of expertise, potential knowledge gaps, and opportunities to leverage individual knowledge for the benefit of the whole team. 
• Develop or engage training resources to improve team capabilities. 
• Partner with IT leadership and HR to hire and develop the best talent for the role and team (evaluation, coaching, development).
• Build strong and productive relationships to connect offices with the wider Technology and Digital (T&D) organization, to adopt firm technology, and enable personalized and office-tailored business impact. 
• Provide day-to-day account management for the technology needs of offices and focus on coaching and development of Office Technology teams.
• Establish a trusted partnership with all office end users during support cases and be the go-to person for complex case escalation. 
• Engage in professional communication, bridging the office and central IT support teams, identifying what are the needs of colleagues and any office issue trends. 
• Make clear, well-reasoned suggestions for IT solutions that are compatible with McKinsey’s worldwide standards.
• Collaborate with the team to develop and deliver the best possible IT outcomes for the office. 
• Effectively embody an ownership attitude being an account manager for cases and provide follow-up even when other teams are involved.
• Co-create quarterly outcomes for the team that encompass the office leadership's long-term technology vision. 
• Gather information and analyze data to constantly improve the technology service delivery process. 

Skills: Team Leadership, Talent Development, Coaching Skills, Stakeholder Management, Relationship Building, Technical Support, Service Delivery, Data Analysis

• Cisco Networking CCNA/CCNP certifications
• Experience in IT Operational Support
• Experience in a team lead or supervision role
• Experience in Fortinet Firewall and Web Security 
• Previous experience in SLA and Service management
• Experience in Microsoft Azure Administration and Technologies
• Experience in IT operations in infrastructure and networks
• Experience as a Team lead in infrastructure and networks
• Vendor Management experience
• Knowledge of Windows Active Directory and MS O365
• Ability to lead and facilitate technical discussions with stakeholders (Internet applications mostly based on Java/SQL)
• Fluent technical/business English 

Qualifications: BS in Information Technology with 10 years of Experience

• Experience and continued professional development through technical certifications.
• Experience with SCRUM/KANBAN agility frameworks
• Experience with Azure DevOps, ITIL best practices, and/or the Open Group Architecture Principles 
• Demonstrated commitment to Responsible Care.
• Demonstrated interpersonal skills along with good communication skills.
• Proven capability to work towards broadly defined objectives, overcoming barriers.
• Strong troubleshooting, conflict management, leadership, and facilitation skills.
• Ability in performance management, mentoring, and coaching.
• Ability to influence and lead an integrated and self-managing team.
• Demonstrated ability to achieve efficiency against business goals.
• Demonstrated initiative and organizational skills with the ability to prioritize and meet deadlines.
• Commitment to fostering an environment of inclusion and diversity that contributes to team values of collaboration and incorporation.
• Be able to collaborate, be inclusive, and work well with others towards team goals.

Qualifications: BS in Computer Science with 12 years of Experience

• Experience in managing/coaching/mentoring/developing a team
• Experience in using cloud services
• Enterprise Telephony Platforms knowledge (ShoreTel/Mitel experience would be ideal)
• Experience with Jira/Confluence
• Experience with Azure DevOps
• Enterprise IT Knowledge, including a good level of competency in Active Directory, Group Policy, DHCP, DNS, Office 365, Virtualization, TCP/IP Networking
• Ability to implement and assess performance metrics
• Ability to adapt management style based on the individual
• Strong sense of pride and teamwork, and willingness to aid in the success of the team
• Ability to remain calm under pressure and bring a level of control to stressful situations
• Great communication skills

Qualifications: BA in Management Information Systems with 9 years of Experience

• Experience working in a DevOps/SRE context/SysOps.
• Experience of working with global teams.
• Knowledge on container environments and messaging Queues, Kafka.
• Knowledge of monitoring platforms and experience in configuring Zabbix/Icinga
• Knowledge of troubleshooting network outages.
• Knowledge of databases, SQL Server/Postgres
• Good scripting knowledge in one of the PowerShell/Python.
• Knowledge on any one of the following Infrastructure configuration automation tools, including Puppet/Ansible/Terraform
• Good technical and debugging skills in diagnosing the Incident.
• Excellent English communication skills, written and verbal, with a clear language accent.
• Expert in IT System Administration with GNU/Linux and Windows environments.

Qualifications: BS in Network Engineering with 8 years of Experience

• Experience in a similar position in the information technology sector
• Proven experience in people management
• Experience and know-how as an IT Help Desk Team Leader/Supervisor
• Understanding of Agile Methodologies
• Knowledge of both theoretical and practical aspects of project management, including techniques and tools
• Good educational background in the fields of QA or engineering
• Technical background with understanding and/or hands-on experience in software development
• Excellent written and verbal communication skills
• Solid organizational skills, including attention to detail and multi-tasking skills
• Good interpersonal relationship skills
• Comfortable with ambiguity, and are also willing to take task-based direction on projects

Qualifications: BA in Business Administration with 7 years of Experience