As a Technical Resolution Manager your main responsibilities will include, but not necessarily be limited to, the following:
Proactive Engagements
- Work closely with internal and external partner functions so as to identify, document, strengthen and better instrument existing business critical technical service chains, making them more resilient, more easily recoverable and less likely to fail
- Regularly review existing platforms and recommend improvements to promote standardisation and more optimal usage of infrastructure resources
- Provide signoff for new solutions as part for the Operational Readiness and Change Management processes
- Drive a continuous service improvement culture across the company and external partner community
Operational Support & Supplier Management
- Provide support and consultancy services as needed in response to major operational incidents; leading technical service resolution work-streams as needed
- Actively drive service delivery improvements with external partners/suppliers
- Support Problem Management activities, post incident, to reduce ongoing operational risk
Collaboration
- Continually promote active collaboration amongst all parties globally. Act as a conduit for new ideas and concepts that could be beneficial to the Zurich/Farmers businesses
Job Attributes
In addition, all technicians within the SOI function are responsible for:
- Enabling and championing the Zurich IT service culture
- Clearly communicating the ITS strategy and the supplier service portfolio to internal Zurich stakeholders so that they understand internal and external service delivery capabilities
- Sharing customer-related knowledge, formally and informally, to enhance the unit’s and external partner’s understanding of the Zurich business and of how technology products and services add value from the customer's perspective.
In addition, the following attributes must be instilled and demonstrated by the team:
- Fairness – all stakeholders, suppliers and internal partners are to be treated in the same consistent manner at all times
- Proactive – work with stakeholders to make things happen, driving activities to resolution and engaging internal colleagues where needed to deliver the desired result
- Diligence – ensuring that tasks are completed to the highest standards or quality at all times
- Collaboration – working with all stakeholders to provide options, drive reuse and sharing and facilitating communications
- Firmness – knowing when to say ‘no’ to our Customers’ demands when they are out of policy or procedure
- Openness – respond to challenges from customers and supplier with open and honest answers, provide regular and timely feedback
- Customer Outcomes & Excellence – above all focus on the effect that all actions have on the end customer (business users) and ensuring that all decisions but the availability and reliability of the service first.
As a Technical Resolution Manager your skills and qualifications will include:
- University degree in Computer Science/System Architectures or equivalent experience, developed over an extended period
- 10+ years’ in depth experience working in an IT Operations or Platform Engineering role; three of which should have been at a Senior level
- Recent exposure to IT infrastructure services within the Financial Services industry
- Proven experience of working within a large Global or Regional organisation within a multi-national company
- Proven experience of working within a supplier lead service delivery model
- Highly experienced in building up and managing Stakeholder relationships, removing obstacles towards win/win
- ITIL Foundation is required
Knowledge
- Exceptional influencing skills, demonstrable though all levels of the organisation.
- Persuasive presentation skills
- Supplier Management skills
- ITIL Certification beyond Foundation is a plus
- Fully proficient in English, both oral and written. Additional language skills are considered a bonus.
- A good working knowledge of Business lead IT Strategies
- A good understanding of developing market trends and concepts
- Exposure to LEAN or Six Sigma process efficiency methods
Technical Skills
- An in depth working knowledge of at least three core infrastructure technologies (IBM AIX, IBM iSeries, Microsoft Windows, Red Hat Linux, Databases (SQL, DB2, Oracle), Storage technologies, IP Networking).
- A particular focus on iSeries would be a distinct bonus
- Structured Analytical skills with the ability to work under pressure
- Technical Authoring
- Infrastructure solution engineering and system implementation
- Systems monitoring concepts and tools
- Load & Performance testing
- Capacity Management
- Quality management and process improvement
- Sound knowledge of Productivity and Reporting toolsets (e.g. Excel, Word, PowerPoint, Visio)
- Project Management concepts
