System Manager

Job Title : System Manager

Location: United Kingdom/Hybrid

Experience Required: Must have proven successful track record

Job Summary:

We are seeking an experienced System Manager to oversee and manage our IT system infrastructure. The ideal candidate will have a proven successful track record in system management, with a strong background in both technical and non-technical skills.

Reporting to the Head of Infrastructure, you will be responsible for the day-to-day management and overall strategic goal setting of the enterprise systems topology that encompasses Teleperformance Call and Data Centre system fabric, and associated Engineering teams.

This hybrid role requires hands-on activities while maintaining oversight, control, and guidance. You will be responsible for delivering operational excellence and robust uptime performance to meet the needs of the business and its associated customer base, ensuring the geographical region of the UK and SA are optimally configured and safeguarded against the cyber threat landscape, aligning with Teleperformance's global security standards and best practices.

The role will also ensure operational adherence and certification, where applicable, to standards such as PCI-DSS, ISO27001, and Cyber Essentials Plus. You will drive change through innovation and best practices while maintaining commercial awareness for overall cost management and spend control.

Key Responsibilities:

• Strategic Planning: Develop, contribute, lead, and implement IT strategies that align with the company's goals and objectives.
• System Management: Oversee the installation, configuration, and maintenance of hardware and software systems.
• Team Leadership: Lead and mentor a team of IT professionals, providing guidance and support.
• Performance Monitoring: Monitor system performance and ensure the reliability and security of IT infrastructure.
• Budget Management: Manage the System IT budget, ensuring cost-effective solutions and resource allocation. Ensure costs optimization on regular basis.
• Risk Management: Identify and mitigate risks associated with IT systems and associated infrastructure.
• Stakeholder Communication: Communicate effectively with stakeholders, including senior management, to provide updates and recommendations.
• Project Management: Support business wide projects (business and internal) from conception to completion, ensuring timely delivery and adherence to schedule.
• Monitor and Maintain systems KPI's and SLA's, ensure they are met all times.
• Work with the Head of Infrastructure to identify, recommend and implement new technologies that can improve the efficiency and effectiveness of Teleperformance's system's infrastructure.
• Develop, implement, and support the testing of IT disaster recovery and business continuity plans to ensure that Teleperformance UK + SA can continue to operate in the event of an outage or other disruption.
• Manage a 24 x 7 On Call Support rotation, should be an escalation point for any outages.

Technical Skills:

• System Administration: Proficiency in managing Windows, Linux, and Unix systems. Windows Server, AD Domain Services, DHCP, DNS, vSphere, Hyper-V, Exchange + M365, Web Filtering (Zscaler preferable), MECM, Veeam, Solarwinds, Splunk, HPE Hardware (Proliant, Synergy, Nimble, OneView)
• Cloud Computing: Knowledge of cloud platforms, Azure preferable.
• Security: Strong understanding of cybersecurity principles and practices.
• Scripting and Automation: Proficiency in scripting languages like Python, PowerShell, or Bash.
• Proficient with industry wide security standards, privacy, and framework such as PCI-DSS, CE/CE+, GDPR etc.

Non-Technical Skills:

• Leadership: Proven ability to lead and inspire a team.
• Communication: Excellent verbal and written communication skills.
• Problem-Solving: Strong analytical and problem-solving abilities.
• Adaptability: Flexibility to adapt to changing business needs and technologies.
• Collaboration: Strong interpersonal skills and the ability to work effectively with cross-functional teams.
• Ability to work independently and collaboratively with other members of the IT team.
• Strong and proven leader with interpersonal skills.
• Clear and concise communication when interfacing with senior leadership.
• Works well under pressure.
• Ability to drive solutions with minimal interactions from senior team.
• Commercially aware of the importance of cost optimization and efficient vendor management.

• Excellent analytical, problem-solving, critical thinking and communication skills.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Relevant certifications (e.g., ITIL, PMP, AZ etc.) are a plus.
• Extensive experience in system management and IT leadership roles.