Technical Specialist - Bridge Operations
- Salary: Negotiable
- Location: Maidstone, England, United Kingdom
- Job Type: Full time
- Company: Fidelity International
The Technical Specialist position supervises the shift operators on their allocated shift to ensure all scheduled tasks are completed, all alerts are managed and escalated, incidents are reported effectively to the Incident Manager, and all other tasks are managed and completed. Responsibility for managing relationships across both UK and India Bridge teams and with other technical teams and customers.
Bridge Operations provide 24 x 7 x 365 operational onsite cover in the UK and India. The team has 4 fundamental responsibilities:
Managing monitored alerts, escalation and reporting - all infrastructure and application monitoring systems deliver real-time alerts to the Bridge Operators. The Bridge Operators co-ordinate escalation and reporting, and if required, invoke the Major Incident Management process.
Overnight batch processing for major business applications.
Remote access secure login management through the storage and management of tokens, and access approvals for restricted areas such as data centres (FDC1 and FDC2).
Backup & recovery, providing tape management, scheduling, monitoring and reporting of restore operations.
Services are provided to FIL across all international locations, Bravura and their clients and Frankfurt Fondsbank.
Technical Specialist allocates the day-to-day shift tasks, and supervises the workload, acting as Duty Manager to co-ordinate all activity in the Operations Bridge, having overall awareness of any service impacts.
Technical Specialist is expected to manage all aspects of the shift, ensuring all Bridge service requirements, processes and procedures are followed correctly and in a timely manner. Technical Specialists are required to provide updates, information, escalations and exceptions.
Technical Specialist coordinates tasks, cover requirements, training and support across both UK and India Bridge locations to ensure a consolidated service is provided. This includes coaching, training and mentoring staff junior to themselves and identifying any additional support and training requirements.
Technical Specialist should maintain skill levels to contribute as a subject matter expert for Bridge Operations.
Constant focus on improving and developing the capabilities and productivity of their team.
Control and responsibility for their shift team Responsibility for maintenance of shift handovers Completion of scheduled tasks, personally and by shift personnel Responsibility for updates to task schedules Customer reporting and quality checking of all reporting issued by their shift Taking Service Desk calls out of business hours. Training of staff on shift to the required standards (documented levels achieved) Incident coordination with the Major Incident Manager on duty Project work, as required Participation in audit investigations and responsibility for any actions Participation in DR planning and testing Ensuring business requirements, risks and service levels are known and understood Holiday and sickness cover Alert monitoring and escalation using HPOpenview (Solarwinds, OEM, SCOM and COMMTEK) Meeting SLAs for engaging on-call support staff Batch processing, management of exceptions and reporting for GFAS, Sungard Links, scheduling tools Control-M and Autosys. Maintenance of tape media records and reports including scanning, loading and preparation for transportation. Audit of media to meet media security processes. Control of backup and restore tasks, including tape allocation, running scheduled and adhoc backups for iSeries systems. Issuing of remote access one-time passwords for third parties in line with the remote access procedures. Processing access requests for restricted areas such as FDC1 and FDC2. Coordination of testing, training and take-on of new tasks and services Coordination of processes as required with other Fidelity company contacts such as FIMT, EI, FSC, FIL A-P Understanding the FIL service management processes - Incident Management, Problem Management and Change Management Understands risk events and escalates the risk to their senior management team in a timely fashion.
Experience and Qualifications Required
The Technical Specialist should have a high standard of team work, communication and ownership skills. The successful candidate would have worked in a similar role preferably at a Financial Services company. They should have experience of working and organising shift workloads, reporting to key service organisation stakeholders and managing the service delivered by the Bridge Operations team in an unsupervised manner.
The Technical Specialist can communicate on behalf of and represent the Bridge Operations management as required. He should understand the strategic requirements of the service provided.
- Ability to establish & follow through schedules
- Ability to establish & manage dependencies & associated risks
- A good grasp of quality processes
- Technical processing capability or aptitude
- Early identification of problems and a proactive approach to resolution
- An analytical mind and systematic approach to both planned and unplanned problem solving.
- Customer liaison or incident management skills
- A minimum of 10 years IT Operations experience with responsibility for escalation and communication
- A demonstrable understanding of how systems interact and may impact operations or service
- Experience in working with AS400, UNIX, Intel and AIX systems, HPOpenview, sitescope, BRMS/Netbackup, service management tools.
- Experience in using Help desk systems and processes