Infrastructure Manager

Extensive project delivery experience, including Prince & Agile methodologies - incorporating NatWest Technology experience ideally

Proven track record of planning & managing complex change on Contact Centre architecture Inc. peripheral eco-system platforms (Cisco, Nuance, Verint, Semafone, Q-Story, Zoom)

Excellent communication skills with the ability to communicate at all levels, leveraging relationships, influencing & overcoming barriers to gain support for a course of action

Can work independently or as part of a team, demonstrating ability to adapt to changing priorities

Proven track record of managing technical resource & suppliers, both on & off shore

Generic Role:

The Infrastructure Manager, working within the Domain/Platform, will be responsible for ensuring the operational health of their platform covering all aspects of Service, Risk, Cost and People to ensure availability for business use to agreed service level agreements. They drive the Team’s activities to ensure that the platform integrity is maintained in line with technical roadmaps. whilst also managing change demands from Domains or Centres of Excellence. They are likely to be responsible for a team of individuals, and will also contribute to, lead, or support wider improvement initiatives across Technology.

Delivers a robust production management service for relevant infrastructure platforms

•Maintains the platforms’ operational stability and performance of technology including the maintenance of any systems utilities and tools provided by the platform consistent with the ITIL, service management, risks and controls framework and processes

•Responsible for the technical road map and implementation of the priorities of the Senior business representative and business product owners while optimising and achieving the agreed targets for the cycle time, risk & cost profiles of their Platform

•Is responsible for the platform risk culture; ensuring risks are discussed and understood at every step; and that the teams effectively collaborate to mitigate risk and that risks are clearly planned, articulated & reported

•Encourages innovation to develop a continual improving implementation approach at a deliverable pace ensuring the priorities of the Senior business representative and business product owners are delivered and align with customer outcomes

•Owns the planning and the execution of work within their platform and the timely servicing of feature development requests from cross platform initiatives and where applicable deliver the regulatory reporting

•Articulates, champions and plans the frequent delivery of business value and customer enhanced experience and provides clear leadership to their teams to understand and focus on customer outcomes

•Promote the development of a learning organisation through creating an environment where employees feel part of a team that delivers customer orientated business outcomes

•Responsibility for running the platform well by initiating the right mix of feature teams and collaborates with the CoE leads to nurture the matrix managed teams allowing them to continually improve and deliver incrementally

•Delivers customer ‘outcomes’, innovation and early learning – through mobilizing the right resource quickly to ‘test’ products & services – so we learn early if they are viable and deliver the desired outcomes before committing the resources for a full scale implementation

•Supports the senior business lead and business product owner; managing trade-offs, planning smaller incremental delivery and continuously focusing the feature teams on delivering the most important work

•Proactively seeks opportunities to simplify the platform architecture, services and customer solutions – and guards against introducing new complexity

•Responsible for delivering KSOR changes to the infrastructure

•Manages relationships with Platform, Domain and relevant cross-Domain stakeholders , from both business and technology, utilising efficient communication ultimately to the benefit and delight our end customers

•Consistently looking for continuous improvements of existing processes and procedures across Production Management disciplines, and establishing an environment of continual learning and feedback

•Ensures infrastructure is fully compliant to mandated standards by adhering to processes and security compliance and also working closely with Feature Teams, understanding the upcoming changes and collaborating to prevent potential issues occurring. Attends the teams refinement, planning and retrospective sessions as necessary.

•Ensures resilient and robust infrastructure recovery plans to meet the Business Recovery

•Ensures Controls are applied and constantly reviewed, primarily against Sox, to ensure full compliance to all Bank policies and Regulatory obligations

•Ensures the delivery and the building of environments plus the management of any updates to environments ensuring all deployments to production environments meet the appropriate quality standards

•Oversees the on-going evaluation and analysis of current capacity to provide required performance, including defining and collating appropriate metrics and communicating these across the Domain as necessary.

•Builds a culture of continuous improvement, to reinforce the robustness of the Domain, with particular focus on Automation, Scalability, Continuous Integration and Continuous Delivery

•Actively contributes to their Centre of Excellence (COE) specialism by cross sharing of best practice and learnings with their CoE & Community of Practice (CoP) colleagues and adhere to all standards & policies as required by CoE.

Job type: Contract Division: eTeam Workforce Limited Reference: 22-01993