Infrastructure Technical Team Lead- Global ITS Job in Toronto

Job Title:   Infrastructure Technical Team Lead- Global ITS
Auto Req Code.: 11839BR
Location:     Toronto ON, Canada
Employer:     KMPG
Category:     Computers
About Us
KPMG provides Audit, Tax, and Advisory services. We work closely with our clients, helping them to mitigate risks and grasp opportunities. At the core of KPMG's vibrant culture is a set of values that bring out the best in our people.
We are committed to making our communities stronger, more vibrant and better places to live and work. Community Leader is about channeling our collective experience, skills and energy to drive positive social change and enable our communities to thrive.

ITS Global Support Department provides foundational capabilities that enable our professionals and clients with reliable access to each other (e.g. through Messaging, emails, collaboration tools) and KPMG  business applications through hosting, network and middleware services.

The Global Operations is a team within ITS Global Support Department. This team is primarily responsible for the support and maintenance of all global scope infrastructure operational and application services. Within Global Operations, it is organized in 3 operation units: Infrastructure Operations, Applications Support, and Engineering Service.
  
 The Global Operations strategy leverages both internal service providers and third party suppliers to deliver the maximum business value from IT infrastructure investments.

The core functions of Infrastructure Operations Team are:
• Installation, administration and support of infrastructure technologies within ITS Global
• Creating documents, processes and run books for infrastructure technologies
• Managing operational incidents and problems to closure
• Performing operational infrastructure service reviews with third party suppliers
• Defining and executing steady state operational hand over activities for new infrastructure products
• Acting as the technical experts for incidents or problems escalated by the regions.

KPMG Professionals Are...
Individuals who take deep personal accountability for their work, have a passion for excellence, driven to achieve their full potential and understand the value of building relationships with clients, future clients, their communities, the global firm and each other. A KPMG professional should have all the following characteristics:
• Strong work ethic
• Thrive on challenges
• Dedicated to providing outstanding client service.

Position Summary
The Team Leader is primarily focused on infrastructure operational support and deployment processes.
This role is responsible for day-to-day operations of the global infrastructure support services related to the data centres, hosting and network environments, data storage, infrastructure systems (i.e. AD Management) and infrastructure products (i.e. email, messaging, conferencing, HALO, remote access, systems and applications monitoring tools etc.).

This individual is responsible for the supervising a team of technical staff located in Montvale (New Jersey) and Toronto to perform infrastructure operations and support activities. This role has a key responsibility to ensure quality of service and deliverables from the team.

Job Requirements:
•    Bachelor or university degree in Computer Science or Engineering.
•    Five to seven years IT experiencewith at least 3 years of operation support experience in large international organization.
•    Strong analytical skills and demonstrated problem solving capabilities
•    Experience in working with external third party outsourcing suppliers
•    Good understanding and experience of the ITIL processes and SLA’s and KPI’s. Industry recognized qualifications are an advantage.
•    Must be a self starter with initiative and strong organizational skill.
•    Demonstrated project management skill.
•    Excellent oral and written communication skills in English.
•    Must be a team player and relationship builder with positive, can do attitude.
•    Excellent co-ordination and organizing skills
•    Reliable for upward reporting
•    Ability to make rational decisions regarding the escalation of problems.
•    Attention to detail and pride in well-presented and accurate work.
•    Ability to work flexible hours as required to collaborate with colleagues in different time zones.


Technical Competency:
•    Demonstrated experience with datacenter operations
•    Microsoft certification in Windows: Windows server 2008 Enterprise Administrator or Windows Server 2012 MCSE and/or Cisco to at least CCNA, CCNP/CCDP is preferred
•    In-depth experience with Microsoft Server Operating Systems (Windows 2003, 2008, 2012, IIS, SQL Server) and cluster technologies– with related certifications
•    Knowledge of top tier SAN Technologies such as 3Par, EMC or NetApp and concepts such as Thin Provisioning, SAN Replication, Snapshots and LUN and Raid Implementation
•    Experience in networking, firewall and load balancing technologies such as UAG, F5, TMG, Bluecoat, Cisco Proxy.
•    Experience in Authentication technologies such as LDAP, Certificates, ADFS, Kerberos, Virtual Directories and Active Directory user and policy management
•    Certifications and relevant credentials from Microsoft in at least 2 IT technology service or product suite

Job Duties:
•    Supervise and participate in day-to-day operational activities
•    Responsible for incident response, communication, escalation and resolution.
•    Maintain and improve operational steady state and ensure high quality continuously available managed services.
•    Address problem tickets and root cause analysis
•    Responsible for the planning and execution of operation maintenance and upgrade activities.
•    Generate resource estimate for project technical activities and ongoing operation support.
•    Analyze project implementation activities, identify resource requirement and assigned responsibilities to various team members.
•    Review service quality of third party vendors and escalate issues to management.
•    Act as the subject matter expert for one of the infrastructure operation domains within KPMG (i.e. Hosting Services, Networking, Communication Products, Identify Management Service)
•    Identify and recommend improvement on operational and support processes.
•    Provide input to performance appraisal for team members.
•    Provide guidance to the team in project transition to steady state support

Reporting Lines: Reporting to Senior Manager, Infrastructure Operations
Working Relationships
 The Infrastructure team interfaces with many organizations within ITS global, regions, countries and vendors. The job holder will work closely with:

ITS global teams such as, application support, risk and security, enterprise architecture, and service management.
•    Project Teams
•    Infrastructure product owners
•    Vendors and outsourced partners

Deadline: 12-02-2014

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