Group Head of Infrastructure

3 weeks ago

Dublin, Ireland Glen Dimplex Europe Holdings Ltd Full time

The Role:

As Group Head of Infrastructure & Support, you will lead a team of 4, comprising an Infrastructure Engineer, a Cloud Platform Lead, a Network Engineer, and a Service Engineer. You will manage all Group-led IT infrastructure projects, systems, and escalations of infrastructure support tickets from the businesses.

You will report directly to the CITO in Head Office as part of the IT Senior Leadership team.

The Head of Infrastructure & Support will oversee day-to-day activities of the Infrastructure & Service Team and will be responsible for ensuring that the Global group businesses' infrastructure, including Data Centres, Azure, Servers, Networks, Storage, Microsoft 365, and related systems, are robust, resilient, and high-performing to meet the evolving needs of the group. You will work in partnership with Group Security, ERP, and IT teams in the business divisions to ensure the underlying infrastructure works reliably and securely.

Responsibilities:

  • Provide strategic roadmaps for Global Infrastructure services including Active Directory, Azure Cloud, on-premise infrastructure, Networks (WAN & LAN), and Microsoft 365.
  • Lead the development of a new zero trust WAN solution to support the business, improve security, and simplify the onboarding of acquired entities, working closely with our Group Security team.
  • Continue the ongoing approach of migrating server infrastructure in line with Cloud Strategy.
  • Support the migration of standalone O365 tenants to the Group O365 tenant.
  • Develop and implement a strategy to revitalize our Freshservice Support platform with a focus on driving automation and operational efficiencies to deliver excellent customer service.
  • Deliver Infrastructure projects in line with Group and IT Strategy.
  • Line management responsibilities for the team, providing support, training, personal development plans, and undertaking 1-2-1 reviews.
  • Manage the team to ensure that robust Change and Incident management processes are followed.
  • Monitor infrastructure tickets escalated to the infrastructure team, ensuring prompt resolution of all tickets.
  • Apply a security-first approach to all systems, working closely with the Group Security function to ensure that all systems and changes have security at the forefront.
  • Work with the IT teams to ensure the BAU (Business As Usual) change handover process is followed for any new systems delivered or changed by the project delivery teams for production/services when they go live.
  • Work with the Infrastructure team to create, manage, and ensure all KPIs are met, including system availability uptime, regular maintenance scheduling, and resolution of support tickets.
  • Work with the ERP and Infrastructure teams to create, manage, and maintain SLAs, including response times for incidents or problems and availability of servers supporting applications.
  • Define all the services and systems the teams are responsible for in a Service Catalogue.
  • Ensure a robust and secure backup process is maintained and actively tested for both On-Prem and Cloud-based systems.
  • Manage a maintenance and patching schedule, working towards an automated zero downtime maintenance model wherever possible.
  • Own the Group Infrastructure & Support budget, including yearly budgeting and quarterly forecasting.
  • Manage relationships with external partners, including contract negotiations.
  • Manage key internal stakeholders and ensure appropriate communication and updates on progress of key projects.

About You - Key Skills and Experience:

Essential Experience and skills:

5+ years’ experience in a similar Infrastructure management role.

Strategic experience in mapping out vision for Group-wide Infrastructure combined with strong technical knowledge and a hands-on approach.

Experience in deploying an SD WAN solution is an advantage.

Strong Active Directory experience is required.

Experience managing NOC/SOC and security and network monitoring tools.

Experience in project management to successfully deliver on key infrastructure projects.

Experience with cyber security tools deployment and configuration and experience in cross-functional collaboration during cyber security incidents.

Contract negotiation skills and ability to hold partners to SLAs and to deliver against internal KPIs.

Proven ability to create strategic roadmaps and deliver projects on time and within budget.

Disaster Recovery experience is an advantage.

Key Competencies:

Strong communication and interpersonal skills.

Ability to lead, motivate, and develop a high-performing team.

Strategic vision matched with strong technical skills.

Ability to work well under minimal supervision and with a high degree of responsibility.

Ability to prioritize workloads and deliver results.

Dedicated to providing high-quality customer service and managing relationships both internal and external.

Ability to work under pressure and to tight deadlines.

Enthusiastic team player who engages with peers and management teams.

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