Our client is a leading global food producer with a fully integrated supply change and ecosystem spanning livestock production through to branded retail-ready products. Created from three outstanding separate businesses, they nurture a world leading certified organic supply chain, providing 400 tonnes of protein per week across the globe. Our client leads industry in commercial outcomes for domestic and international markets. A family founded Australian brand they are built on the philosophy of, 'look after the land, look after our people, look after our animals'.
  
Our client is a leading purpose
  
As the IT Manager, you will lead all aspects of our company's information technology systems and infrastructure. Reporting directly to the Group CFO, you'll be instrumental in ensuring the reliability, security, and efficiency of our IT operations, with a keen focus on Digital Transformation (DX) and Cybersecurity. Your leadership will be pivotal as we expand globally,

... Click here to view more detail / apply for IT Manager

The IT Manager will be a meticulous, IT-savvy and collaborative member of our Technology team.

As the thought leader on IT topics,  you are responsible for defining and delivering a roadmap of IT initiatives that ensure the rest of the organisation can operate at their best. This will involve excellent hardware and software support, managing security, leveraging the latest in productivity technologies and optimising procurement service desk and IT processes.

You will be reporting to the Platform Engineering Manager, and will be supported by colleagues across departments and countries to ensure security and business continuity.

We are looking for an individual that has the willingness and capability to dive into the details   and the breadth of knowledge, capability and confidence to continuously improve and streamline their domain of ownership.

Key Responsibilities:

• Create and continually improve a roadmap of IT projects and initiatives that align with the company's strategic goals.
• Envision and execute short- and long-term visions for the company’s IT needs and goals.
• Evaluate current IT processes and policies in the company and improve processes according to business needs.
• Coordinate with internal stakeholders on applications and processes used to ensure departmental IT needs are met.
• Produce monthly reports to identify issues or problematic trends and optimise ways of working.
• Provision, track, manage and maintain all end-user devices, in-office equipment and software assets.
• Configure hardware and software, facilitate equipment procurement, and manage existing IT assets.
• Actively resolve problems and issues with computer, office network and server systems to limit work disruptions within the company.
• Manage  end user software (Adobe, Google Workspace, Microsoft Office, Jetbrains etc), ensure appropriate licences are assigned and costs are managed.
• Manage service desk operations, leverage automation to streamline processes and improve service delivery.
• Automate self-service remediation of frequent issues such as network connectivity.
• Respond to first-level incidents in a timely manner, identify problems and address the root cause.
• Provide hardware and software support to employees with all levels of technology proficiency.
• Ensure a robust security posture through the deployment and leveraging of security tools and technologies and the definition and enforcement of strong security processes.
• Monitor and manage network security and configuration, and cloud-based platforms.
• Manage and update user access controls in the internal software access matrix.
• Ensure that any unauthorised or high risk software is identified and removed from end user devices.
• Train users on how to maximise the use of our internal tools such as Google Workspace, Notion, Slack and emerging tools.
• Proactively seek out new tools (e.g. ChatGPT) and identify areas for deployment to drive team productivity.

• Bachelor’s Degree in Computer Science, Management Information System, Computer Engineering, or related fields preferred. Degree not required if expertise can be demonstrated through experience.

• Proven 4-5 years of working experience in IT. 
• Exceptional communication skills in English.
• Excellent knowledge of technical management, information analysis and of computer hardware/ software systems.
• Excellent knowledge of Windows and MacOS fleet management, Group Policy Object (GPO) management, remote technical management.
• Interest in managing and strategizing IT processes and policies.
• Self-driven, has a strong sense of ownership and is able to work and learn independently.
• Manage regional operations strategies and day-to-day operations teams.
• Ability to maintain an open mindset to learn.
• Ability to manage your stakeholders.
• ITIL certification will give you an advantage.

Employee financial and physical well-being

• Compensation package: You will receive a competitive total compensation package that includes employee stock options if you are a full-time employee.
• Comprehensive insurance coverage: Free panel outpatient GP clinic visits, group hospitalisation and surgical insurance, and Covid hospitalisation insurance coverage (conditions apply).
• Management fee discount: You will receive an employee discount on your asset management fees when you invest with StashAway.
  

Flexible work arrangements and policies

• Work-from-home policy: You may choose to work from home or the office depending on what works best for you and your team.
• Work-from-anywhere policy: You may request to work remotely for up to eight weeks in another country.
• Unlimited paid annual leave: It should be simple for you to decide if you would like to take more or fewer days off. We trust that you are accountable for your work and know best if you need 10 or 30 days of paid annual leave that year.
• Personal work equipment budget: It’s important that you have a workstation that’s optimal for you wherever you are.

Learning and development opportunities

• You will be given an annual Learning and Development budget to help you continuously learn in your pursuit of your professional and personal development. You may use the budget for resources and tools that may help you perform better at work.
• Discount on selected postgraduate courses with INTI: You will receive a 40% discount for the courses you enroll in. Your spouse or children are entitled to a 16% discount for courses they enroll in.

Team bonding budget and initiatives

• Quarterly team bonding budget: We encourage you to socialise with colleagues across job functions, departments, and entities to know them better as individuals beyond what they professionally do.
• Annual off-sites (Oct): Each off-site gathers all employees for a full day of company-wide team bonding activities and challenges.

Infrastructure Operations Engineer: Pay up to £43,347, plus up to 27% employer pension contributions, hybrid home working, flexible hours, and great work life balance.

DWP. Digital with Purpose.

• Are you an IT Operations Controller looking for a role where you can utilise your skills and experience to deliver high value services?
• Do you want to solve complex problems that will help DWP support the most vulnerable citizens?

This is a great opportunity for an IT Operations Controller to join and support DWP as we take on a digital transformation that will mean better experience for our millions of users, better work for our people, and more efficient and effective services.

You'll be part of a team of around 30 people based across our Newcastle and Manchester Digital Hubs. Together you will provide 24-hour cover on a shift basis and be the central point of monitoring for every service on the DWP Estate.

DWP is the UK's largest government department. We help people into work and make payments worth over £195bn a year, to support millions of daily users.

Our DWP Digital teams are delivering a once-in-a-generation transformation of products and services that almost everyone in the UK will use, at key times in their lives.

The scale of what we do is outstanding, and our purpose is unique. We'd love you to join us.

Delivery. Work. Projects.

As an IT Operations Controller you will manage a team who monitor infrastructure and applications across Datacentre and Cloud (AWS and Azure) environments. You will lead shift team members in first line fault diagnosis and incident resolution.

• As an IT Operations Shift Lead you will manage and support the performance and development of team members.

• You will support Major Incidents and coordinating and liaising with stakeholders to minimise service impacting issues.
• Assist with the implementation of agreed remedies and preventative measures. Initiate and monitor actions to investigate and resolve problems in systems.
• You'll provide expert knowledge and guidance to projects and lead on the coordination of incoming data to prioritise the workload for the Operations Analyst team.
• You will work closely with senior stakeholders and team members to identify areas for improvement and simplify processes. Identify improvements and support proposed solutions.

What skills, knowledge and experience will you need?

• Experience of leadership and Team Management in an IT Operations area.
• Experience working within a first line Command Centre team or incident resolution teams.
• Knowledge of IT Infrastructure e.g., Networks, Servers and IT Application monitoring hosted within traditional Datacentres and Cloud (AWS and Azure) environments using tools such as BMC and Dynatrace.
• Ability to analyse and triage high profile technical incidents, prioritise accordingly and coordinate through to resolution with 2/3rd line technical SMEs (this will include supporting the Major Incident Management process).
• Understand the ITIL framework with working knowledge of Incident, Problem and Change.
• Analytical and problem-solving skills with working knowledge of ServiceNow, Service Management products and collaboration tools.
• Ability to utilise service reports to monitor and measure service performance of operational services.
• You can identify Continual Service Improvement opportunities to improve user experience and deliver a consistently high standard of customer service to all stakeholders

Details. Wages. Perks.

You'll join us in our brilliant digital hubs in Manchester or Newcastle.

We also have all the tools and tech we need to enable our people to work flexibly. We work a hybrid model with a mix of home working and sometime in the office.

In return for your skills, we offer competitive pay of up to £43,347.

You'll be eligible for a brilliant civil service pension with employer contributions of 28.97%.

You'll get a generous leave package starting at 26 days, plus all the usual bank holidays, and the option to take extra days off on flexi leave.

We also have a broad benefits package built around your work-life balance which includes:

• Flexible working, flexi hours and flexi days
• Hybrid working: some time in a hub with the team, some time at home
• Family-friendly policies
• Time off volunteering and charitable giving
• Bring your authentic self to work with 'I Can Be Me in DWP'
• Discounts and savings on shopping, fun days out and more
• Interest-free loans to buy a bike or a season ticket
• Sports and social activities
• Working in an award-winning environment and culture
• Professional development, coaching, mentoring and career progression opportunities.

Click 'Apply' for more information and to start an application on Civil Service Jobs.

As an IT specialist, you will be responsible for supporting QCP’s IT infrastructure and operations as well as business continuity controls on-premise and on cloud. You will work closely with cross-functional teams across IT and business to create and drive solutions to effectively address cyber security and business continuity risks, build trust, improve resilience, and achieve our business goals.

 

Role

●       Helpdesk and IT Service Management support

o   Provide first level support to QCP users for the remediation of IT issues across three shifts

o   Support user helpdesk requests, such as for account / access related issues, VPN and network connectivity, collaboration and productivity tools support, endpoint troubleshooting, etc.  

o   Ensure proper recording, documentation and handover of issues to the next shift

o   Monitor and report on IT service level trends and production incidents

o   Maintain IT Configuration Management Database (CMDB) and ensure that the CMDB is up to date

o   Support QCP IT change management process: ensure that changes are assessed, tested and approved before implementation

o   Manage after office hour emergency change

 

●       Incident and Problem Management

o   Follow up on incidents and problems to their resolution

o   Support QCP’s production and security incident management frameworks. Handle production incidents and ensure timely escalation of security incidents

 

●       BCM and IT DR Support

o   Support QCP’s Business Continuity and IT Disaster Recovery (DR) program. Assist in conducting and maintaining Business Impact Analysis (BIA) assessments, document IT system DR requirements, and provide IT DR program advisory support

o   Assist QCP’s testing of IT DR plans and resilience capabilities

o   Conduct periodic review of infrastructure to identify single points of failure and remediate them

o   Maintain central inventory of system data backup requirements; coordinate data backup and restoration testing

 

●       IT Ops Support

o   Support IT Security training and awareness sessions

o   Support regular risk reporting, such as Key Risk Indicator (KRI) reporting and audit point tracking

o   Support vulnerability scanning and coordinate penetration testing of on-premise and cloud workloads

o   Maintain IT outsourcing register and contracts. Support periodic Third-Party risk assessments and due diligence checks on vendors

• 2-3 years of working experience in Helpdesk, Server, Network, IT Service Management,  IT Disaster Recovery and/or IT operations capacity
• Strong inter-personal and communication skills
• Excellent strategic, problem solving, and analytical skills, with keen attention to details
• Exposure to DevOps, and cloud platforms such as AWS and Azure would be valuable
• Experience supporting core IT infrastructure such as servers and network would be a plus
• Team player and ability to work independently when the need arise
• Industry certifications and knowledge of relevant frameworks (e.g. ITIL, COBIT, TOGAF, CBCP) would be a bonus
• Fresh graduates with relevant internship experience could be considered

The Environment We Offer

As a growing firm with a tightly-knit team, we respect and listen to all our employees. You will get the chance to make an impact by having your voice heard by everyone, including the management.

Our employees enjoy a high level of autonomy at work. We focus on substance, not form - as long as you can perform, you will be recognized and rewarded. We are also dedicated to supporting our staff and ensuring they develop holistically to maximize their potential in the long- term.

We also provide flexible working arrangement as required and a casual and fun environment to boot!

About the Role:
This role will be reporting to the Manager, IT, and will be based in Bangsar South.

Responsibilities:

• Ensure our internal users have their IT issues resolved
• Logging and processing all technical requests based on the complaints/tickets received from the users
• Installing and configuring computer hardware, software, basic network troubleshooting, printers, door access, and CCTV
• Planning and undertaking scheduled maintenance upgrades with HQ
• Setting up accounts for staff, ensuring that all platforms used by the company installed
• Communicate to clients via chat/f2f/emails to determine the nature of any problems they encounter.
• Investigating, diagnosing, and solving computer software and hardware
• Managing the company’s IT asset
• Administration, planning, and installation of Windows-based systems and some Mac/Linux machines
• On and Off-boarding of users across multiple systems and platforms
• Monitoring network status and reporting to the manager on a weekly basis
• Working within our ticket system to ensure fast turnaround times for all helpdesk queries
• Onsite and remote support for international users.
• Maintain and outperform SLAs and CSAT scores
• Manage office builds and miscellaneous physical extensions of the foodpanda business

As a Citrix engineer in a financial services company, your primary responsibility is to manage and maintain the day-to-day operations of the company's Citrix Cloud and private cloud infrastructure on AWS and Azure, including users ticket resolution, business requests and maintenance of the environment.

Key Responsibilities:

1. Managing the Citrix Cloud and AWS hosting infrastructure.
2. Monitoring the health and performance of Citrix/AWS/Azure resources and services to detect and address any issues proactively.
3. Maintaining images with application and client updates.
4. Maintaining up to date DR infrastructure and procedures for critical desktops and applications.
5. Working with other operational team to help troubleshoot issues impacting user experience.
6. Balancing user experience and costs within the cloud.
7. Collaborating with development and DevOps teams to optimize application performance and scalability.
8. Providing support and guidance to the end-users regarding best practices for Citrix users.
9. Keeping yourself certified and up to date with the latest Citrix technologies and features that may benefit the company.

We at LAN-IT 24 (Germany) are currently looking for the location Malaysia (Kuala Lumpur)

Start: ASAP
Duration: 1 year (with option)
Full time (Mon-Fri/40h)

100% Onsite
 
Tasks:
 
- Processing customer enquiries and problems in the area of IT support
- Recording and documentation of customer information and support tickets
- Initial contact and first analysis of technical problems
- Providing solutions and instructions for frequently occurring problems
- Escalating complex cases to second level support
- Monitoring systems and performing basic maintenance tasks
- Updating knowledge bases and creating instructions for customers
- Ensuring a professional and friendly customer service experience
- Tracking and monitoring customer satisfaction
- Assisting with the installation and configuration of software and hardware

 
- Expertise in IT systems, networks and hardware
- Excellent communication skills, local language and English (written and verbal)
- Good problem solving and analytical skills
- Customer orientation and friendly interaction with customers
- Time management and prioritization skills
- Willingness to learn and ability to undertake continuous professional development
- Ability to work and collaborate in a team
 
If you are interested, I would be happy to hear from you. Please send your CV.

kalpna@lan-it24.de

With kind regards

Kalpna

Responsibilities for Support Engineer: 

 

IT services and support activities: 

• Troubleshoot and support End User related issues. 

• Pick up, acknowledge, and resolve incidents and requests promptly for users working from the office or remotely.  

• Thoroughly document all troubleshooting steps and create knowledge base articles of resolutions.  

• Prioritise issues and work with Support Team Leads, Application Managers, IT Operations, Vendors, and other teams to resolve issues, minimising escalations.  

• Escalate high-priority issues to Support Team Leads and Senior Management.  

• Provide first-line support for Laptops, PCs, Printers, Office 365, Active Directory, Networking and Ticketing.  

• Assist with onboarding and offboarding new starters, including preparing equipment for new starters and account creation or removal in supported applications. 

• Provide Executive support to Senior Management and be the point of contact on-site for all IT-related matters. 

• Perform health checks and monitor automated system and application alerts, resolving issues where possible.  

• Learn new technologies and acquire new skills to cater to the changing demands. 

• Any other ad-hoc tasks.  

• Solid technical knowledge in Windows (10,11, Server), Azure Active Directory, Microsoft 365, Exchange, MS Teams, MDM, MAM, Auto Pilot, Intune, JAMF, Microsoft Virtual Desktop, Citrix XenApp, and Monitoring tools. 

• Proven experience in technical support activities for laptops, desktops, smartphones, telephony, and networking. 

• Working knowledge of ITIL processes (certification desirable). 

• Experience working with IT ticketing systems such as Manage Engine, JIRA Service Desk, or ServiceNow. 

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Summary

Our client is seeking an IT Manager to join their team. This role will be very hands supporting the needs and growth of the organization.

Responsibilities

• The key elements of the job are System Administration; Database Administrator; and Information / Physical Security.
• Managing current IT systems
• Upgrading, installing, and configuring application software and computer hardware
• Troubleshooting and providing technical support to employees
• Creating and managing system permissions and user accounts
• Performing regular security tests and security monitoring
• Maintaining networks and network file systems

Qualifications

• Bachelor’s degree in Computer Science, Programming, or related field
• 5 years of related IT experience
• Ability to manage a team
• Extensive experience Microsoft Office365 and Windows Server
• Solid understanding of networking (LAN/WAN) concepts

We are currently looking a reliable and dedicated individual to join our Front Office team. As a Night Auditor, you will play a crucial role in ensuring the smooth operation of the hotel during the overnight hours, providing excellent customer service to guests and handling financial transactions accurately.

This role will also step up to covers days off for the Night Manager.

Key duties include:

• Responsible and accountable for the efficient operations whilst Night Manager is not on duty
• Perform accurate and efficient check-ins and check-outs for guests arriving or departing during the night shift
• Conduct nightly audits to reconcile and balance all hotel transactions, ensuring accuracy in financial records
• Prepare and distribute daily reports summarising hotel operations during the night shift
• Monitor and respond to any emergency situations or security issues that may arise
• Collaborate with other departments to communicate relevant information and ensure a seamless transition between shifts

A Tier 1 Investment Bank is looking for a Senior PMO to Co-ordinate complex Risk programs as part of the Consent Order and other Regulatory commitments for senior management reporting.
You will be responsible for coverage of Credit, Market, Price Risk and Fundamental Review of the Trading Book (FRTB) rules.
Key Requirements

• Strong PMO experience
• Previous experience delivering in the Capital Markets domain.
• Ability to manage Agile/ Waterfall throughout SDLC.
• Understanding of derivatives products, including Options, Futures, Forwards and Swaps and Securities Financing Transactions (SFT) products are an advantage.
• Understanding the concepts of Counterparty Credit Risk, Market Risk, Basel III/IV, Credit Value Adjustment (CVA) and any other relevant Risk Regulations and measures.
• Strong soft skills - able to liaise with stakeholders and collaborate with internal and external teams.

What you need to do now


If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk

IT Developer /Engineer

  

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2-3 days per week from an HPE office.

Job Description:

   

Job Family Definition:

Researches, designs, develops, configures, integrates, tests and maintains existing and new business applications and/or information systems solutions including databases through integration of technical and business requirements. Applications and infrastructure solutions include both 3rd party software and internally developed applications and infrastructure. Responsibilities include, but are not limited to, analysis of business requirements, coding of modifications or new program, creation of documentation, testing and maintenance of applications, infrastructure, and information systems including database management systems. Works within the Information Technology function, obtaining resources and working in support of objectives and strategies. Provides required documentation and participates in architecture reviews to ensure that the solutions comply with standards and use approved technologies. Typical customers are company end users and various functional areas such as Supply Chain, Research and Development, Marketing, Finance, a business, or the company.

Management Level Definition:

Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert. Frequently contributes to the development of new ideas and methods. Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients. Exercises significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives. May provide mentoring and guidance to lower level employees.

Responsibilities:

• Participates as a member of and leads development teams. Performs analysis of complex functional and business requirements. Prepares code stubs for others. Completes code to implement solutions. Designs solutions for others to code. Participates in cross-functional teams. Leads design activities May provide mentoring and guidance to other developers. Designs, prepares and executes Unit tests. Represents team to client/customers.
• Demonstrates technical leadership, and exerts influence outside of immediate team. Develops innovative team solutions to complex problems. Contributes to strategic direction for teams.
• Applies in-depth or broad technical knowledge to provide maintenance solutions across one or more technology areas (e.g. Database Administration).
• Performs solution design. Applies the company and 3rd party technologies and leads design of highly complex infrastructure and software solutions.
• Independently implements end- user or enterprise infrastructure or services of significant complexity.
• Integrates technical expertise and business understanding to create superior solutions for the company and customers. Mentors and consults with team members and other organizations, customer and vendors on complex issues.

Education and Experience Required:

• Typically a technical Bachelor's degree or equivalent experience and a minimum of 10 years of related experience or a Master's degree and a minimum of 8 years of experience.

Knowledge and Skills:

• Minimum 5 years of experience in Java Full Stack development, including expertise in Angular, Spring Boot, Microservices, MongoDB, Kubernetes, and a working knowledge of Global Trade Services.
• Proven track record with Java, C, C++, C#, VB.Net; familiarity with SQL Server/Oracle.
• Experience in multiple full software release cycles.
• Advanced understanding of software development methodologies and tools, including SCM.
• Expertise in software testing methodologies and tools, specifically in Database Administration.
• Strong project management skills, including customer/vendor management and business analysis.
• Proficiency in advanced web technologies.
• Good to have Global trade services, restricted party screening , licensing knowledge.

Accountability, Accountability, Action Planning, Active Learning, Active Listening, Agile Methodology, Bias, Business, Coaching, Creativity, Critical Thinking, Cybersecurity, Data Analysis Management, Data Collection Management, Data Controls, Design Thinking, Development Methodologies, Empathy, Follow-Through, Growth Mindset, Implementation Methodologies, Infrastructure Design, Intellectual Curiosity, Long Term Planning, Managing Ambiguity {+ 4 more}

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Diversity, Inclusion & Belonging

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

#unitedstates

Job:

Information Technology

Job Level:

Expert

    

States with Pay Range Requirement

The expected salary/wage range for a U.S.-based hire filling this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level. If this is a sales role, then the listed salary range reflects combined base salary and target-level sales compensation pay. If this is a non-sales role, then the listed salary range reflects base salary only. Variable incentives may also be offered. Information about employee benefits offered can be found at https://myhperewards.com/main/new-hire-enrollment.html.

USD Annual Salary: $99,500.00 - $228,000.00

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

   

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories. .

Are you ready to shape a better tomorrow?

AIA Digital+ is a Technology, Digital and Analytics innovation hub dedicated to powering AIA to be more efficient, connected and innovative as it fulfils its Purpose to help millions of people across Asia-Pacific live Healthier, Longer, Better Lives.

If you are hungry and driven to play an active role in shaping a better tomorrow, we want to hear from you. Because the work we do at AIA Digital+ makes a difference in the lives of millions of people, every day. We will equip you with the critical skills, tools and technology, and endless opportunities to learn, contribute and thrive in a dynamic and exciting environment.

If you want to shape a brighter future at AIA Digital+, please read on.

About the Role

• Work as an internal SAP Cash Management (CM) and Bank Communication Management (BCM) consultant.
• Provide group IT solutions to finance operations team to support regulatory changes and transformation needs.

Unleash your potential and join us now!

Roles and Responsibilities

• Provide system solution in the field of liquidity management to meet business need (mainly but not limited to SAP CM and BCM)
• Evaluate change impact of a system solution
• Support of RFP or vendor/ product evaluation process
• Conduct end to end project implementation from design, configuration, testing, to cutover.
• Provide hyper-care support and knowledge transfer to the support team
• Manage small to medium size system improvement.
• Prepare/ maintain training manuals or user guides.
• Review existing process and identify solution to improve existing user experience
• Work as the escalation point of the daily support issue

Attractive benefits provided :-

Medical insurance

Work life balance

Hybrid working arrangement

Learning & development 

#LI-DNI 
#LI-DNP  

Build a career with us as we help our customers and the community live healthier, longer, better lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.

Responsibilities for Support Engineer: 

 

IT services and support activities: 

• Troubleshoot and support End User related issues. 

• Pick up, acknowledge, and resolve incidents and requests promptly for users working from the office or remotely.  

• Thoroughly document all troubleshooting steps and create knowledge base articles of resolutions.  

• Prioritise issues and work with Support Team Leads, Application Managers, IT Operations, Vendors, and other teams to resolve issues, minimising escalations.  

• Escalate high-priority issues to Support Team Leads and Senior Management.  

• Provide first-line support for Laptops, PCs, Printers, Office 365, Active Directory, Networking and Ticketing.  

• Assist with onboarding and offboarding new starters, including preparing equipment for new starters and account creation or removal in supported applications. 

• Provide Executive support to Senior Management and be the point of contact on-site for all IT-related matters. 

• Perform health checks and monitor automated system and application alerts, resolving issues where possible.  

• Learn new technologies and acquire new skills to cater to the changing demands. 

• Any other ad-hoc tasks.  

• Solid technical knowledge in Windows (10,11, Server), Azure Active Directory, Microsoft 365, Exchange, MS Teams, MDM, MAM, Auto Pilot, Intune, JAMF, Microsoft Virtual Desktop, Citrix XenApp, and Monitoring tools. 

• Proven experience in technical support activities for laptops, desktops, smartphones, telephony, and networking. 

• Working knowledge of ITIL processes (certification desirable). 

• Experience working with IT ticketing systems such as Manage Engine, JIRA Service Desk, or ServiceNow. 

Who We Are

International Justice Mission (IJM) is the global leader in protecting vulnerable people from violence around the world. Our team of over 1,200 professionals are at work worldwide in over 30 offices. Together we are on a mission to rescue millions, protect half a billion, and make justice unstoppable.

We are a global community that cares for one another. We believe that the way we work is as important as the results we achieve. We provide professional excellence with joy and celebration to all those we serve. 

The Need

For 25 years, IJM has pioneered the work to protect vulnerable people from violence. 9 out of 9 times in the last decade, IJM’s Justice System Strengthening Projects have reduced slavery and violence between 50 and 85% for very large populations of people in poverty. As we grow to expand our impact to protect 500 million people from violence by 2030, we are seeking a Global Director, IT Services to be part of the Global Technology Solutions Management team and direct a global team to ensure the delivery and support of IT services and systems across all IJM regions, while providing responsive customer service.

This position partners with the Business, PMO and IT teams to ensure alignment while optimizing and scaling technology service and support across the organization. The Global Director, IT Services is also responsible for global fulfillment and delivery of IJM workstation equipment and effective support of corporate issued devices and other core applications.

As a leader in the Global Technology Solutions (GTS) department, this successful candidate will be an effective technical problem solver and be capable of leading teams responsible for supporting a growing global organization. 

This position is based in the Washington, DC area and is available to be hybrid (onsite Tuesdays & Thursdays). It reports to the Vice President, IT Operations and is only available for candidates with the right to work in the US.

Responsibilities:

Leadership and Management: Responsibilities to communicate, drive organizational vision and strategies, and foster IJM’s culture of spiritual health and integrity. Tasks include overseeing safety and security of team members, management and development of team members, crisis management, financial stewardship and management, and contributing to initiatives and processes. For people management positions, this category is mandatory and tasks must align with the advancement of IJM’s theory of change.

• Develop and lead the Global IT Services team, including offshore partners, to carry out the support for IJM staff and global systems, and aligns with regional strategies.

• Build and develop a customer-focused team and provide global staff with direction, mentoring, and coaching.

• Implement performance and professional development standards and rhythms based on organizational and department standards.

• Oversee hiring, onboarding, training, evaluating, and managing of the IT Services team.

• Organize and prioritize work to ensure critical issues are being addressed in an acceptable timeframe and in compliance with internal SLA’s.

• Identify, capture and provide monthly reporting on key IT services and service desk management metrics and KPI’s.

• Provide Arlington Office support resources for AV equipment and services including video conferencing, conference center events and meeting room support. 

Strategy & Knowledge Development & Implementation: Responsibilities that formulate objectives, priorities, and the implementation of plans consistent with the long-term interest of the organization in a global environment. Tasks may include content development, briefing a stakeholder, informal trainings, etc.

• Develop and execute a new global support model for IT services in order to provide optimal customer support in all IJM locations worldwide.

• Develop multi-year hiring strategy and onboard a full global IT Services team including both global and regional positions.

• Advise GTS leadership on recommendations for improved processes, systems and services to meet the global support needs for the entire organization.

• Work with GTS leadership to define the IT roadmap, contribute to IJM technology strategy and perform cost analysis and budget planning.

• Stay current on technology trends with a focus on advances and innovations that offer potential value to global organizations.

Policies and Procedures: All responsibilities that include drafting proposals, memorandums, policies, best practices, and process documents, both internally and externally.

• Lead the implementation of IJM global IT service and support strategy, and champion the adoption of service management & ITIL best practices.

• Leads the development and continuous improvement of service management processes, tools, and service desk operations.

• Collaborate with GTS and business stakeholders to optimize support processes and configuration of the ServiceNow Service Management system.

• Develop and manage new support processes for global deployments leveraging enterprise platforms such as Office 365, Salesforce and Workday.

• Ensure organizational support for hardware and software issues including, but not limited to, Microsoft Windows operating systems, Microsoft Office applications, Microsoft 365, LAN/WAN connectivity, workstation and laptop hardware components and peripherals and printing issues.

• Partner with global procurement teams to develop technology purchasing strategies, and ensure the effective acquisition, fulfillment and delivery of staff laptops and desktops to IJM staff globally; ensure compliance with IJM’s 4-year asset replacement cycle.

• Develop knowledge base process and educate global support team on best practices Maintain proper documentation through development of SOPs, system documentation and process workflow.

Networking & Partnership: Responsibilities which include developing and maintaining relations, alliances and coalitions within and outside the organization using them to obtain information, support and meet objectives of the program goals.

• Work closely with Cyber Security to ensure IT services and infrastructure align with organizational security policies and industry regulations.

• Manage relationships with third-party vendors and service providers to ensure the effective delivery of IT services.

• Negotiate contracts and service agreements to optimize value for the organization.

• Partner with Project Management Office on IT Projects and Service rollouts Work with the Enterprise Applications team on ensure their platforms and systems are available and have the necessary operational support processes in place.

• Collaborate with the Technical Training and Adoption team to provide training materials for core platforms and systems.

Communication: Organized planning, delivering, monitoring and revising communication, both internally and externally, to ensure its flow from top to bottom clearly.

• Ensure the organization is kept informed on the status availability of IT services, especially during outages and other service interruptions.

• Provide periodic reporting on service status to include uptime and performance of IT Services.

• Regularly inform the GTS team on policy, process and procedure changes related to IT Services.

• Review and inform training on all IT Services and Support procedures.

Technology Infrastructure and System Availability: Responsibilities which include oversight of core IT infrastructure, platforms and systems to ensure uptime and availability of IT Services.

• Provide oversight and ensure availability of global IT systems and infrastructure, including a predominantly Microsoft technology landscape, including Microsoft 365 and Microsoft Azure, as well as the global network utilizing Cisco Meraki and Fortinet equipment.

• Ensure our global staff has the right productivity tools to connect with each other, making remote workspaces as seamless as our physical office spaces through cloud-based collaboration platforms, enterprise communication, and document sharing and storage across the globe.

• Partner with key business stakeholders and product owners to better serve their functions and responsibilities.

• Own 24/7 service operations and delivery, including Disaster Recovery, Business Continuity, Change and Incident Management, ensuring an on-call support staff is always available.

• Work closely with GTS product owners and solution architects to design, develop, and deploy effective global cloud infrastructure solutions.

• Manage implementation and ensure support of reliable and high-performing office technology, including conferencing technology and AV systems across all IJM offices.

Qualifications:

Experience:

• Bachelor’s Degree in Computer Science and 15+ years IT experience; or any equivalent combination of education and experience that provides IT support in a fast-paced, professional environment 

• 8+ years leading IT Service Desk teams including project management, incident management, change management, request management, and communication (prior experience with global system support and deployment a plus) 

• 5+ years of experience managing a team of 5 or more IT staff 

• 5+ years providing IT training to end-users 

Technical Competencies:

• Successful implementation of an enterprise service desk platform required, leveraging operational and design proficiencies (ServiceNow experience preferred) 

• Working knowledge of client/server technology, network protocols and skillsets to troubleshoot end-user workstations 

• Experience leading teams providing cloud-based platform support preferred 

• Operational proficiencies in Microsoft Active Directory, Microsoft 365, Microsoft Exchange, Windows 10/11, Microsoft Office, and cloud-based applications 

• Experience with desktop configuration/deployment required 

• Experience with Microsoft Azure preferred 

• Experience with designing and implementing support processes 

• A/V support experience preferred 

• ITIL Foundations required 

• Experience with project management, vendor management, and budgeting required  

• Bi-lingual English and (Spanish, German, or a language spoken in an IJM office) preferred 

Non-Technical Competencies:

• Ability and desire to work independently with administrative capacity to manage multiple projects and tasks simultaneously to completion with minimal oversight 

• Ability to effectively manage time according to changing priorities both self-discovered and as directed 

• Proven ability to build and maintain key relationships with stakeholders 

• Ability to effectively engage with internal and external constituents and vendors 

• Strong customer-service orientation 

Critical Qualities:

• Eager commitment to IJM's Core Values: Christian, Professional and Bridge-Building;

• Self-starter with strong initiative; 

• Disciplined with priorities;

• Strong interpersonal skills and self-awareness;

• Exceptional verbal and written communication;

• Flexible, collaborative and eager to support others;

• Effective team player who fosters collaborative environment; and

• Adept at creative problem solving.

Application Process:

Upload Resume, Cover Letter & Statement of Faith* in one PDF document.

*What is a statement of faith?
A statement of faith should describe your Christian faith and how you see it as relevant to your involvement with IJM. The statement can either be incorporated into the cover letter or submitted as a separate document and should include, at a minimum, a description of your spiritual disciplines (prayer, study, etc.) and your current fellowship or place of worship.

What does IJM have to offer?

• Comprehensive Medical/Dental/Vision benefits

• Monthly commuter and parking benefits in the DC metro area

• Retirement benefit options

• Paid leave starting at 23 days

• 12 holidays (plus early release the day prior)

• Daily, quarterly, and annual community spiritual formation

• Robust staff care resources

IJM holds strict safeguarding principles and a zero tolerance to violations of the Safeguarding Policy, Protection against Sexual Exploitation, Abuse and Harassment Policy, and Code of Ethics. Candidate selection is based on technical competence, recruitment, selection and hiring criteria subject to assessing the candidates value congruence and thorough background, police clearance, and reference check processes.

At IJM, we’re committed to building a diverse workforce through fair and equitable employment practices. IJM encourages people of any race, color, age, sex, marital status or political ideology to apply for employment. While we welcome everyone into this work, we truly believe that the work we are doing is God’s work, not our own, and practice spiritual disciplines together daily. That’s why we legally require under SEC. 2000e-1 [Section702] of Title VII of the Civil Rights Act of 1964 that all employees practice a mature orthodox Christian faith, as defined by the Apostles’ Creed.

IJM requires a background check, police clearance and thorough review of references with an employment offer and/or employment contract.

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