Operational Support Engineer - Wintel
21st August 2019
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We're a global investment manager. We help institutions, intermediaries and individuals around the world invest money to meet their goals, fulfil their ambitions, and prepare for the future.
We have around 4,000 people on six continents. And we've been around for over 200 years, but keep adapting as society and technology changes. What doesn't change is our commitment to helping our clients, and society, prosper.
You will be based in London.
As a member of the Global Hosting team working within the Technology Operations Centre you will be part of the wider Technology family, working alongside (sometimes physically, sometimes virtually) colleagues in all Serviceline’s around the world.
Global Hosting are responsible for the Wintel, Unix / Solaris, Storage, Database, Backups, Cloud and Automation serviceline's, from an operational perspective through to design and delivery. As such, you and other team members at all levels will have a huge amount of experience between you to help each other where needed.
What you'll do
Work as part of a Global multi-locational cross-matrix team in a dynamic and high pressured environment
Adhere to the Serviceline's Global Policies and Standards
Attend training courses related to the Serviceline as well as taking ownership of your own career progression through continual learning
Form a professional working relationship with all levels of the Global Serviceline including the Service Desk, Operations, Engineering teams and external vendors in order to share, assist and learn as well as to ensure cohesive incident ownership and resolution
Proactively own incidents, problems, issues and change requests whilst adhering to the documented processes within the scope of the Global Serviceline whilst adhering to SLA’s and OLA’s where relevant
Provide an excellent level of ticket management throughout the incident, change, problem or issue, and escalate within agreed guidelines and timelines
Act as a technical resource for Change Requests, maintenance, firmware upgrades and recurring patch cycles within the scope of the Global Serviceline
Utilise documented Standard Operating Procedures and other documentation provided
Highlight any cost saving, shift left or automation opportunities, gaps or possible improvements in the Standard Operating Procedure library, other support documentation and general processes within the Serviceline as part of the Continual Service Improvement process.
Adhere to Schroders' Information Security and Compliance policies and standards within the Global Serviceline
Provide the highest level of internal customer service during direct or indirect customer interaction
Shift work, weekend work and being on-call will be required
The Knowledge, Experience and Qualifications That You Will Have
A love for technology, a desire to learn and an eagerness to progress
Experience of working as part of a global team
Experience of managing a ticket based workload
Experience providing support using documented operating procedures and processes
Ability to effectively and efficiently prioritise and execute tasks within a high pressured environment
Note to Agencies:
Schroders does not accept speculative CVs from agencies. We do have a PSL who are invited to support us when required. We only pay fees to agencies instructed to send CVs and are submitted through our recruitment portal. We do not pay fees on speculative or unsolicited CVs sent to Schroders or Schroders employees and reserve the right to contact unsolicited CVs directly.