IT Operations Center Lead

ABOUT US:

As a world leading provider of integrated solutions for the alternative investment industry, Alter Domus (meaning “The Other House” in Latin) is proud to be home to 90% of the top 30 asset managers in the private markets, and more than 6,000 professionals across 24 jurisdictions.

With a deep understanding of what it takes to succeed in alternatives, we believe in being different in what we do, how we work, and most importantly in how we enable and develop our people. Invest yourself in the alternative, and join an organization where you progress on merit, where you can speak openly with whoever you are speaking to, and where you will be supported along whichever path you choose to take. 

Find out more about life at Alter Domus at careers.alterdomus.com  

Alter Domus is seeking an IT Operations Center (IOC) Team Lead. The Team Lead will focus on managing a team of engineers whose objective is to provide high quality infrastructure managed services across Alter Domus globally. The manager will do this through ensuring the team meets targets in terms of service availability, incident response times and stakeholder feedback, whilst providing the energy and enthusiasm to maintain a strong, healthy team culture.

You will be one of the team leaders, guiding the centralized IOC, which operates and provides support to the company 24/7. Your time will be spent assisting and coordinating the team, interfacing partners and clients (internal users) to solve problems, monitoring our systems, ensuring our IOC is a well-oiled machine. Please note: This will be a rotating shift

Responsibilities / Skills:

• Provide day-to-day leadership for the IT Operations Center team, ensuring continuous monitoring of infrastructure, systems, services, and effective handling of alerts and incidents.
• Acts as the primary operational escalation point for major incidents, coordinating technical teams to restore service quickly and minimize business impact
• Strong organizational and management skills to co-ordinate resources supporting live IT Operations
• Able to prioritize and delegate critical work in a fast-paced environment to a skilled team, ensuring the team is focused on the most important work at any one time.
• Understanding of ITIL Framework for Operations / Service Desk responsibilities ranging from incident management, service request fulfillment, problem management, alert management and P1 management
• Ability to write and hold the team accountable for processes such as Knowledge Base Articles (KBs) and Standard Operation Procedures (SOPs) and ensure they are used consistently by the operations team
• Technical experience across various infrastructure types (physical, cloud-based) and their monitoring tools
• Offers weekly rotational on-call availability for the team to assist with critical issues
• Ability to provide constructive, direct, and actionable feedback to the team based on work performance metrics
• Facilitate and lead both regular and ad-hoc meetings. Meetings will be both internal sessions within the team to review workload, priorities and performance, but also with the team’s key external stakeholders to review problems, issues and key performance items.
• Evaluate, develop, and deploy new processes and policies to increase production and efficiency of the IOC.
• Develop and produce monthly reports on the performance of the team and demonstrate progress against agreed Service Level Objectives (SLAs)
• Ensure performance of the team can be measured through SLA monthly reports to demonstrate success criteria is being met.
• Champions a culture of stability and continuous improvement
• Problem Solving An ability to engage the process and best practice associated with creative problem solving.
• Deploy practical problem-solving techniques to help resolve critical incidents at the earliest possible time in the engagement.
• A methodical approach to incident management which identifies similarities and overlaps to recognize problems and recommend improvements and mentors the team members to develop their skills

Communications

• Awareness of the needs of developing professional relationships.
• An understanding of IT Resilience metrics and service level agreements (SLA's)
• An ability to provide clear and appropriate updates to colleagues in a professional and appropriate fashion

Schedule Management

• An ability to work towards clearly defined priorities.
• An ability to maintain a professional and courteous demeanor while at times working under pressure.
• An ability to manage one’s workload to ensure adherence to predefined SLA based on business priorities.
• An ability to multi-task and respond to changing priorities
• 3rd Party Relationship Management
• Ability to manage 3rd parties and managed service providers.
• Conduct regular SLA/KPI meetings.

Qualifications

• Bachelor’s degree in computer science or related area required
• Minimum 6+ years NOC Leadership or Operation Management experience
• Minimum 3+ years NOC System Administration or Help Desk experience
• Minimum 2+ years of tools and monitoring experience and ticketing systems
• Experience in Microsoft technologies (O365, autopilot) is highly desirable
• Experience developing ways to monitor, measure, and report the IOC’s performance
• Experience building and maintaining relationships with supporting partners and customers
• Managed Services support experience preferred
• ITIL methodologies and/or certification preferred
• General knowledge of system integration and networking architectures.
• General knowledge with IP switched/router/based networks.
• General knowledge of Windows Server, active directory, group policy, UNIX/Linux , Storage Technologies, Virtualization

WHAT WE OFFER:

We are committed to supporting your development, advancing your career, and providing benefits that matter to you.

Our industry-leading Alter Domus Academy offers six learning zones for every stage of your career, with resources tailored to your ambitions and resources from LinkedIn Learning. 

Our global benefits also include:

• Support for professional accreditations 
• Flexible arrangements, generous holidays, plus an additional day off for your birthday!
• Continuous mentoring along your career progression 
• Active sports, events and social committees across our offices 
• 24/7 support available from our Employee Assistance Program 
• The opportunity to invest in our growth and success through our Employee Share Plan 
• Plus additional local benefits depending on your location 

Equity in every sense of the word:

We are in the business of equity, in every sense of the word. For us, this means taking action to ensure every colleague has equal opportunity, valuing every voice and experience across our organisation, maintaining an inclusive culture where you can bring your whole self to work, and making Alter Domus a workplace where everyone feels they belong. 

We celebrate our differences, and recognise that our success relies on diverse perspectives and experiences, as we work towards shared goals and a common purpose. We take pride in creating a workplace where all our people are empowered to be truly invested in the alternative and bring their whole selves to work.

We are committed to ensuring a welcomling recruiting and onboarding process for everyone. Please contact our hiring team if you require any accommodations to make our recruitment process more accessible for you. Alter Domus is an Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status. 

(Alter Domus Privacy notice can be reviewed via Alter Domus webpage: https://alterdomus.com/privacy-notice/)

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