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  Job Details

System Engineering Team Lead

We are recruiting for a System Engineering Team Lead (EMEA) to be based at our site in Hinckley, reporting in to the Global Manager of System Engineering.

 

 

About the Role

 

 

How you will contribute

 

 

Lead the EMEA System Engineering Team:

  • Keep the Global Manager System Engineering informed of ongoing team issues.
  • Manage the on call scheduling for the System Engineering support team.
  • Provide first level approval of Infrastructure changes.
  • Ensure that team members submit their travel expenses in a timely fashion and that they are scheduling their vacation so all entitlements are used in a single calendar year.
  • Provide training and mentoring to team members to ensure they are prepared to provide 3rd level support during incidents, including the onboarding of new team members.
  • Ensure that all System Engineering team members are following the change, incident and problem management process.
  • Provide semi-annual performance feedback to your team as part of the PMP process.
  • Provide resources, as required, to support launches and other IT projects.
  • Ensure all System Engineering tickets are closed according to the standing KPIs and aim to reduce the number of tickets over time through continuous improvement measures.
  • Contribute to the collation of monthly PMO reports for the Global System Engineering team.

 

Ongoing Support:

  • Evaluate and develop standards for IT 3rd level support group including work instructions, How-to’s and Knowledge base development.
  • Established standards in regard to planning and supporting our Virtualized platforms, Servers, Highly Available Systems and Disaster Recovery.
  • Ensure Data Center backup and replication jobs are configured in accordance with business requirements relating to system availability for all production systems, coupled with the correct level of monitoring so the SD get alerted and can escalate accordingly if there is an issue.
  • Participate in Server standards and storage selection and engineering.
  • Support any defined standards by drawing up policies that are signed off at the appropriate IT Director level.
  • Carry out audits to ensure team members are adhering to these standards and ensure the team follow up on any remediation activity.
  • Strive for continuous improvement in terms of the service the team offer to syncreon using defined processes such as problem management to avoid reoccurrence of known issues.
  • Aim to reduce the number of incident tickets over time by analyzing what is generating the majority of tickets and putting in long term fixes, also by carrying out preventative maintenance on an ongoing basis.
  • Provide third level diagnostic support along with the Service Desk, DBA, SA, TSS and Network Engineering Teams in supporting the plants as it relates to; Servers, WAN, LAN, and Desktops.
  • Provide solutions to mitigate performance degradation issues on server systems.
  • Evaluate existing server and storage architecture for vulnerabilities, failure points, and general opportunities to improve system performance and uptime.

 

Documentation:

  • Originates, establishes, and administers standards, policies and procedures.
  • Ensure the System Engineering team captures site specific server documentation.
  • Ensure the System Engineering team captures Data Center specific documentation for all systems that the team support.
  • Ensure the System Engineering team captures, creates / updates work instructions for new tasks or as the steps for existing tasks are modified.
  • Ensures all documentation is in the proper format.
  • Ensures all documentation is stored in the location identified by the Global Manager, System Engineering.

 

Continuing Education:

  • Keeps current on emerging technologies – Servers, Virtualization including supporting technologies and communication.
  • Proactively takes advantage of internal training opportunities.
  • Informs superiors of external training requirements.

 

syncreon Processes and Policies:

  • Actively participate, enforce, and follow syncreon’s Change, Incident, and Problem management processes.
  • Escalates, where required to the Service Desk following the predefined escalation procedure.
  • Adheres to syncreon’s security process proactively identifying security issues and escalating these to the Global Manager, System Engineering or the appropriate manager.
  • Adheres to syncreon’s purchasing processes ensuring that all IT equipment including both hardware and software is properly tracked throughout its lifecycle.

 

Project Support:

  • Provides onsite support for new site launches.
  • Provides onsite support for server / network refreshes.
  • Supports Data Center projects.
  • Supports other projects as required.
  • Design and implement data center/server room security features including HVAC control, environmental alarms, access restrictions, etc.

 

Business Development & Project Management Support:

  • As required, manage and support business development quoting as it relates to Infrastructure, including providing solutions detail and pricing for review by functional IT managers.
  • Provide resources and individual support to project teams for critical syncreon projects.
  • Conform to the processes and requirements of the synchronized management system.
  • Achieve effectiveness of the synchronized management system by following the Quality Policy and meeting Company objectives.

 

Accountability:

  • Ensures that team documentation is properly updated at the time that changes are made to syncreon’s systems or new systems are introduced.
  • Takes part in the Systems Engineering on call Rota, acts as an escalation point for on call and provides guidance as required.
  • During launches and site refreshes, ensures that all hardware is configured and deployed in accordance with syncreon standards and that it is deployed per the launch plan schedule.
  • Acts as a first level change approver for all System Engineering changes.
  • Keeps her/his superiors informed of violations of syncreon’s policies.
  • Proactively monitors the ticket queues (Incidents, Changes and Problems) picking up tickets and resolving these in accordance with syncreon’s standing support SLAs. Assigns tickets in the System Engineering ticket queue to System Engineering team members.

 

 

 

Your Key Skills, Qualifications, Knowledge & Experience

 

  • A bachelor's degree in computer science  OR  A combination of equivalent professional training and certifications, combined with a minimum of 5+ years related work experience in a position(s) with increasing responsibility and supervisory duties may be accepted.
  • Able to lead and motivate team members in an international virtual working environment.
  • Solid attention to detail and the ability to create and document process and procedures.
  • Good verbal and written communication skills with internal IT colleagues; business leaders and external audit community.
  • The ability to work within a very demanding environment and handling stress in a positive manner.
  • Must be able to maintain a high degree of confidentiality.
  • Highly organized and able to agree priorities for the team with the Global Manager, System Engineering.  Requires the ability to manage multiple, complex projects and engage team members on a technical level, while effectively communicating complex technical concepts to non-technical people.
  • Requires strong problem solving skills, good judgment and risk management in order to mitigate business risk.
  • Strong written and verbal skills in English.
  • A strong understanding and working knowledge of server hardware, server operating systems, virtualization platforms and supporting software such as VMWare, Veeam, Druva, SQL, McAfee suite, Load balancers.
  • A good understanding of Microsoft System Center suite of products including SCCM & SCOM.
  • A good understanding of network systems and protocols.
  • Able to quickly identify the root cause of server platforms, virtualization, load balancer technologies, desktop devices and network and communicate this to other IT resources.
  • Able to work within a very demanding environment and handling stress in a positive manner.

 

 

At syncreon we are fully committed to the health and safety of our employees. We have full prevention and mitigation processes in place, including cleaning and sanitisation practices, as well as screenings, masks and social distancing measures. syncreon complies with national, state and local orders and aligns with the guidelines.

 

 

 

 

 

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Compensation

syncreon offers exciting and challenging roles within a growing international organization. We strive to hire and develop the right people, locally and globally; stimulating personal growth and self-development within an informal atmosphere. We offer a market competitive compensation package.

 

About syncreon

syncreon delivers tailored, progressive and scalable solutions to premier global automotive and technology brands, such as Jaguar Land Rover, Harley Davidson, BMW, Dell, Xerox and Canon. We supply 3PL and 4PL solutions that adapt as quickly as industry and the marketplace evolve. For over 60 years syncreon has provided unique and innovative expertise in providing highly integrated, warehousing management, inbound to manufacturing, reverse and repair, export packing, aftermarket services, fulfilment services and transport. Today we have 14,000+ employees working in 100+ locations worldwide who enjoy our supportive culture, dedication to work-life balance, people development and superb career opportunities. For more information, visit www.syncreon.com

 

Note
Candidates chosen to move forward within the Recruitment Process, may be required to undergo an assessment and/or submit further background information. Any offers of employment may be conditional on completion of required checks and provision of relevant documentation, in accordance with the applicable local legislation.


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