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I.T. Technical Lead - Investment Support

USS

I.T. Technical Lead - Investment Support

Business Area: IT

Place of Work: London

Contract Type: Permanent

Hours: Full Time

The Universities Superannuation Scheme (USS) has circa 396,000 members, and over £60 billion in assets, we’re one of the largest private pension schemes in the UK and in the top 50 worldwide. Established in 1974, we’re entrusted by over 350 higher education sector employers to manage and administer the pension scheme and its investments through our two companies, Universities Superannuation Scheme Limited and USS Investment Management Limited.
 
Our mission
To be the pension service of choice for the higher education sector for the long-term
 
The role
The Investment Support Team Lead takes on the responsibility for the technical support function in our London USSIM office. This role will be a direct line manager to the three technical engineers (of varying levels) that are based within the USSIM London office. Leading the team with a positive, and proactive approach offering technical mentoring and escalation as required. The Investment Support Team Lead will be the contact for all local stakeholders and will build up important relationships with each business area ensuring the Infrastructure requirements are fed back to I.T. management to be considered as part of a wider technology strategy. Promoting and ensuring a collaborative working environment between the Group I.T. function based in Liverpool and London to best leverage the USS technologies, and offer the best service possible.
 
Key responsibilities
Ensure that the Investment Support team are working to provide the most effective service for both BAU and Project objectives.
As the technical escalation point for the support team members and wider technical teams, assist when required.
Manage the team’s workload liaising with project managers, service delivery function and technical solutions architects.
Manage and monitor the teams support queues using the in-house service management system and adhere to defined SLAs for both response and resolution.
Become familiar with the Investment Management operating model and core business systems, to enable the development of a technology strategy that will be fit for all business areas.
Help to maintain I.T. processes, procedures and technical documentation.
Conduct regular and routine tasks and checks including defined data centre checks, operational system checks and system availability checks.
Identify persistent problems and raise as problems, assisting in the problem management process, assigning ownership for root cause analysis and resolution.
Perform various activities under the umbrella of Change Management which could include technical implementation, BAU change, emergency changes or maintenance.
Manage critical incidents, from a technical level, ensuring ownership and escalation processes are followed.
Ensure monitoring systems are being optimally utilised and that the team manage alerts, with a focus on proactive maintenance.
Develop the technical skills within the team, acting as both mentor and technical guide. Measuring the team’s technical skills and progress.
Promote a customer focused service, ensuring all team members act in a professional and effective manner in line with the standards set by I.T. management and USS.
Be involved with and help to develop and maintain the USS I.T. DR and BC plans.
Third party support partner management.
Technical Leadership:
Be the escalation point for technical issues, lead in the root cause analysis of problems and own issues in critical situations. 
Act as the technical mentor to the team and ensure that skills development is tracked and reportable. 
Engage with other technical teams to empower and facilitate the handover to technology with a focus to enable support services teams as much as possible.
Team Leadership:
Encourage a positive and professional team ethic through effective communication including team meetings, clear objectives with goals, visible deadlines and workload management. 
Be approachable to your team and help and assist as required. 
Provide quality control for the team’s work giving guidance when necessary. 
Manage the team’s performance through the USS performance management systems.
Customer Focused Service:
With customer services a priority for Infrastructure teams, provide the team with the business knowledge to understand how our organisation works enabling the correct prioritisation of work. 
Engage with key stakeholders on a regular basis, encouraging an open and collaborative communication stream across both Liverpool and London departments, with a particular focus on the investment management side of the business.
Project Management:
Working with project teams, both technical and management, plan technical implementations keeping in mind business impact and on-going support. 
Ensure project handover is completed prior to any project being closed. Have technical input into Infrastructure technologies.
Maintenance & Recovery:
Ensure that the USS Backup, DR and restore functions are up to date and policies adhered too. 
Check that we are meeting audit points on a regular basis. Manage the datacentre and EUC patching and maintenance programme to maintain a compliant platform.
Governance:
Assist senior management with policy and procedure governance ensuring it is up to date.

Your experience
Strong experience and knowledge of core USS technologies including Windows Server, Citrix, SCCM.
Experience working in investment management and associated technologies involved within that financial area.
Experience managing a team of technical engineers.
Multi-site office and datacentre support experience.
Technical project delivery and planning.
Experience in multi-site infrastructure support.
Excellent communication and collaboration skills.
Able to effectively manage a technical workload both project and BAU.
Desirable 
Some knowledge of XenMobile, Global Protect & XenDesktop
Knowledge of security products such as Palo Alto, Cisco or ForeScout.
Datacentre storage support.
Office365 & Cloud technologies.
Investment technologies.
 
USSIM is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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