Manager of Infrastructure, Engineering and Operations ASPAC

Summary about this job

Detail information about job Manager of Infrastructure, Engineering and Operations ASPAC. Terms and conditions vacancy

Manager ASPAC Infrastructure Engineering and Operations

Reporting To: Director ANZ Delivery and ASPAC Operations

Location: NORTH SYDNEY

Hours: Full Time    

PURPOSE OF THIS POSITION

The Manager ASPAC Infrastructure Engineering and Operations leads the ASPAC Infrastructure Engineering and Operations function. This role entails defining ongoing strategy, annual planning, reviewing/improving and defining architecture design, implementation and deployment of infrastructure releases. The Manager ASPAC Instructure Engineering and Operations is responsible for the 24/7 support of highly-critical services such as the Mapping Service of New Payments Platform, as well as support of customer development and test environments and Fiserv’s internal network including Facilities, Wintel, iSeries, Network, Storage, Desktop, Print and Telephony. This role contributes to Fiserv’s overall strategy by driving a reliable, scalable and efficient infrastructure architecture as well as by embedding a standardized, scalable, secure and efficient delivery model across ASPAC which allows Fiserv to move from a product and implementation-focused firm towards a managed services provider. The model will also drive increased levels of customer satisfaction, support a positive and collaborative can-do culture, as well as unlock an increased agility to react to and implement change.

JOB DIMENSIONS

• Infrastructure and service desk strategy, planning and operations
• Architecture review/improvement and design, implementation and deployment of infrastructure releases cloud and non-cloud-based
• 24/7 support for highly-critical infrastructure systems supporting highly critical banking systems
• Further development of Fiserv’s infrastructure management and monitoring tools
• Service desk and service management
• Risk management, business continuity planning and testing (operational level)
• Continuous service improvement and technology roadmap
• Creation of solution design and proposals for both internal and external customers
• Audit support and pre-sales involvement
• Integration with delivery model of Fiserv International Group
• Vendor management

Travel Required:

Up to 20% within ASPAC region

Team Management:

5-7 direct

15-20 dotted-line

KEY CONTACTS

Internal

• Director ANZ Delivery and ASPAC Operations
• Managers Customer Support
• Manager Professional Services
• Managers Managed Services Accounts
• ASPAC Information Security Officer
• ASPAC Risk Manager
• Management team of Fiserv offshore operations

External

• Operations Manager of New Payments Platform
• Key suppliers
• New logos

AUTHORITIES

• Technology roadmap
• Infrastructure operating model
• Vendor selection
• Recruiting
• Management of 3rd party maintenance contracts
• Staff expenses
• Technology OPEX (within budget)
• CAPEX recommendations             

KEY AREAS OF RESPONSIBILITIES/DUTIES/ACTIVITIES

Responsibility 1 – Identify aspects that can be aligned across infrastructure and application support teams and create a transformation plan.

Responsibility 2 – Review any inflight initiatives and ensure plans are in place to drive them to a successful end.

Responsibility 3 – Work with technical leaders to create a Technology Roadmap for the next 18 months covering new technology requirements, migrations, consolidations, upgrades and patches.

Responsibility 4 – Work with production services manager to embed robust ITIL practices across selected service management domains.

Responsibility 5 – Collaborate with Professional Services leader to embed seamless hand-over to production procedures.

Responsibility 6 – Work with ASPAC Risk Manager to review and embed reliable procedures for operational risk management and business continuity management.

Responsibility 7 – Govern in-flight technology initiatives and ensure successful implementation.

PERSON SPECIFICATION

Education

Essential

• Bachelor’s Degree in relevant discipline and/or equivalent experience
• ITIL Certification/Qualifications
• Technical certifications across a broad range of Infrastructure domains

Desirable

• Project Management Certification/Qualification – Agile or PMI desirable but not essential

Experience

Essential

• 10+ years’ managing infrastructure and applications services operations in the services industry to rigid service levels and under cost pressure
• 5+ years’ experience creating customer solution design and proposals
• 7+ years’ experience of technical administration and configuration of a broad range of infrastructure technologies
• 5+ years’ experience with large scale transformations across similar sized/complexity of region
• 5+ years of client facing / consulting / professional services experience
• 2+ years’ experience managing teams of similar size and across multiple geographies including India
• 5+ years’ experience managing risk management and business continuity processes
• Project management skills, with capability to manage cross functional
• Strong business acumen and technical knowledge within area of responsibility

  Personal

Essential

• Self-motivated, positive, proactive, can-do attitude
• Excellent consulting, client relationship and presentation skills, written and verbal, the ability to communicate technical concepts to non-technical customers in a clear and concise manner
• Proven ability to build strong relationships and strategic partnerships with external and internal key stakeholders/customers across diverse groups
• Strong leadership skills including team-building and conflict resolution and management
• Proven flexibility and the ability to deal with ambiguity
• Proven leadership ability
• Strong analytical and problem solving skills