IT Operations Center Lead

ABOUT US 

We are Alter Domus. Meaning “The Other House” in Latin, Alter Domus is proud to be home to 85% of the top 30 asset managers in the alternatives industry, and more than 5,000 professionals across 23 countries. 

With a deep understanding of what it takes to succeed in alternatives, we believe in being different. 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 company24/7. Your time will be spent assisting and coordinating the team, interfacing with partners and clients (internal users) to solve problems, monitoring our systems, ensuring our IOC is a well-oiled machine. Please note: This is a Night Shift role only.

Responsibilities / Skills:

• 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 focussed 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)
• 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.

Qualifications

• Bachelors degree  in computer science or related area required
• Minimum 3+ years NOC System Administration or Help Desk experience
• Minimum 3+ years NOC Leadership or Operation Management experience
• Minimum 2+ years of tools and monitoring experience and ticketing systems
• Minimum 2+ years of experience working with cloud hosting services (ex. AWS or Azure)
• 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

About us

We are Alter Domus. Our name means “The Other House” and we’re a world leading provider of integrated solutions for the alternative investment industry. We believe in being different. Here, you progress on merit, not who you know. You speak openly, whoever you’re speaking to. And it’s your freedom to decide which cutting-edge kind of finance professional you want to be. Join more than 4,000 fund administration, accounting, tax, loan administration and legal experts worldwide and take pride in being alternative.

Alter Domus clients include the world’s leading asset managers, lenders and asset owners. We’re specialists who use the most innovative technologies to create unparalleled solutions for the private equity, real assets and debt capital markets sectors. This is where standout talent advances what’s possible in fund administration, corporate services, depositary services, transfer pricing, domiciliation, management company services, loan administration, agency services, trade settlement and CLO manager services.

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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 such as ACCA and study leave 
• Flexible arrangements, generous holidays, birthday leave
• Continuous mentoring along your career progression 
• Active sports, events and social committees across our offices 
• Support with mental, physical, emotional and financial support 24/7 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 understand that our success relies on diverse perspectives and experiences, working towards shared goals and a common purpose. Thanks to the work of our Group DE&I Committee and network of DE&I Champions, we empower all of our people to be truly invested in the alternative.  

We are committed to ensuring an inclusive recruiting and onboarding process. Please contact our hiring team if you require any accommodations to make our recruitment process more accessible for you. 

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

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