Technical Manager (SME), Wintel & Operations

Prudentials purpose is to help people get the most out of life. We will deliver our purpose by creating a culture in which diversity is celebrated and inclusion assured for our colleagues customers and partners. We provide a platform for our people to do their best work and make an impact to the business and in exchange we support our peoples career ambitions. We pledge to make Prudential a place where you can Connect Grow and Succeed.

Job Description
A Cloud Infrastructure & Wintel technical leader is a senior level professional who has in-depth
knowledge and experience on Microsofts Azure Cloud computing platform and Wintel technologies.
The ideal candidate possesses a wide range of skills and abilities that are essential for providing
advanced technical guidance and serve as a lead technical subject matter expert to support all SaaS
IaaS and PaaS cloud services as well as existing on-prem technologies. As part of the Global
Technology Operations team you will be working closely with the Engineering and Information
Security Teams to deliver and support infrastructure solutions to the organization. You will define
operational support standards and look to document train and manage Integrated Operations Center
skilled contingent workers to perform level 1 level 2 and level 3 technical support and the support of
any routine operational activities.

Job Description
A Cloud Infrastructure & Wintel technical leader is a senior level professional who has in-depth
knowledge and experience on Microsofts Azure Cloud computing platform and Wintel technologies.
The ideal candidate possesses a wide range of skills and abilities that are essential for providing
advanced technical guidance and serve as a lead technical subject matter expert to support all SaaS
IaaS and PaaS cloud services as well as existing on-prem technologies. As part of the Global
Technology Operations team you will be working closely with the Engineering and Information
Security Teams to deliver and support infrastructure solutions to the organization. You will define
operational support standards and look to document train and manage Integrated Operations Center
skilled contingent workers to perform level 1 level 2 and level 3 technical support and the support of
any routine operational activities.

• Serving as the deep Subject Matter Expert (SME) and lead the design configuration
• implementation and support of companys Wintel Technologies and Multi/Hybrid Cloud
• Infrastructure focusing on Microsoft Azure and Microsoft 365 platforms.
• As level 3 SME use product designs code or requirements strive to replicate issues and
• identify root causes. Show ownership of issues through resolution and able to solve complex operations issues by investigating technically and/or work both independently and collaboratively with other IT teams vendors technology leaders as well as end-users when necessary.
• Serve as a technical escalation point and SME for cloud-based and Wintel technologies.
• Provide education and share knowledge on the full cycle of cloud-based solutions including tools
• technologies and best practices for development deployment and maintenance of cloud hosted/ Wintel services.
• Acceptance to Run Evaluate takeover and operationalize the ever-changing cloud technology
• solution plan and built by engineering & Centre of Excellence (CoE) team as part of modernization initiative.
• Analyse environments and be capable of providing recommendations on security performance
• monitoring capacity and compliance.
• Actively researching on emerging technologies and concepts and make recommendations.
• Develop and drive documented standards policies procedures and methodologies for operational support excellence and increased efficiency while adhering to best practices as part of Operation Excellence.
• Continuously identify operational support activities that can be automated and/or documented and transitioned to Managed Service Provider (MSP) Service Desk and Integrated Operations Center teams.
• Build maintain and manage MSP technical leads with the competency and capability to resolve complex Azure Cloud and Wintel technologies issues on a 24 X 7 basis.
• Work with peers to refine the cloud strategy evaluate existing systems processes and vendors identifying any design gaps or risks.
• Lead and drive life cycle management disaster recovery exercise backup & recovery incident response planning and problem resolution management.
• Work with MSP; provides oversight for service level agreement. Manage resources to assure system availability and capacity for growth.
• Assist in IT change management / ticket reviews approvals and planning.
• Participate and run proof of concepts for new cloud services or cloud third party tooling

Job Requirements ( Preferred Experience Skills and Abilities )

• Strong experience with Azure public/hybrid cloud including SaaS IaaS and PaaS services and
• Azure Networking. Experience on large scale infrastructure private and public cloud design
• build operate and migration projects.
• Strong understanding of Cloud Well-Architected Framework and must have hands-on
• experience and implementation of Azure solutions and Wintel technologies.
• Sound hands-on experience and good technical skills with proven track records in IT
• infrastructure and/or emerging IT technologies engineering in at least the four of following area:
• SaaS platform Cloud Infrastructure (IaaS/PaaS) Storage Database Virtualization Container
• Technologies like Dockers Kubernetes AKS Helm etc.
• Strong understanding of features capabilities and services of the Microsoft Azure Cloud
• Platform (VMs Virtual Desktop Containers Batch Processing Blob/Queues/Table/File
• Storage Backup Azure AD Key Vault Security Center Service Bus Event Grid ASR
• Resource Groups Application Insights SQL Server SQL DB Azure Monitor etc.).
• Knowledge of Azure networking including ExpressRoute VNet Virtual WAN Application
• Gateway VPN Load Balancer BGP routing NSG etc.
• Experience deploying and managing secure scalable highly available and fault tolerant systems on Microsoft Azure.
• Experience with any log collection and analysis tools as well as infrastructure performance
• monitoring and optimization services (Azure Log Analytics Monitor Logs Event Hubs Stream
• Analytics Application Insights Azure Metrics Azure Diagnostics Azure Resource Health Prometheus/Grafana etc.).
• Strong experience and knowledge across various Wintel Technologies hardware platform and
• OS-related applications including x86 and x64 architecture-based servers Microsoft Hyper-V
• File Server Clustering Load Balancing AD DS Group Policy DNS DHCP ISCSI SCCM
• HTTP/HTTPS IIS CA etc.
• Lead and provide L3 technical support for Windows-based systems including troubleshooting
• and problem resolution.
• Practical experience in Networking (DNS TCP/IP TLS/SSL) is essential.
• Knowledge with orchestration automation and configuration management tools (Puppet Chef
• Ansible Terraform or other).
• Familiarity and proficiency with coding and scripting (Python PowerShell Shell Script) will be
• advantageous.
• Good understanding of DevOps and CI/CD with practical experience in relevant toolsets
• (GitLab Jenkins etc.).
• Knowledge of supporting the infrastructure stack in Linux OS/Unix environments.
• Good Knowledge of Cloud and Open-Source Technologies such as: Service Discovery
• Networking Load Balancing Containers Deployment and Scaling Fault Tolerance and
• throttling failure domains and zones etc.
• Possess clear understanding of the Development/SIT/UAT/Production environment requirements.
• Desirable Qualification and Skills.
• Bachelors degree and/or advanced diploma in Computer Science Computer Engineering
• Information Technology or relevant field.
• 10 years of experience in systems infrastructure design support and administration with at
• least 6 years of experience as a SME Cloud & Wintel Engineer in an Infrastructure Operations
• team managing critical IT Infrastructure. Hands on knowledge of Azure cloud and ideally
• good familiarity with another cloud provider (e.g. GCP).
• Candidate with Azure Certified Solutions Architect or similar certifications is strongly
• preferred.
• Candidate with Microsoft Certified Solutions Expert (MCSE) or Microsoft Certified Solutions
• Associate (MCSA) certifications is preferred but not compulsory.
• Excellent knowledge of the latest Cloud Computing and Wintel technologies and current
• computing trends.
• Familiar with ITSM solutions like RemedyForce ServiceNow Jira etc.
• PMP ITIL certification is an added advantage.
• Candidate with RHEL certifications is desirable. Candidate with strong knowledge in Linux and
• System Administration tasks including OS installation configuration troubleshooting
• management log analysis resource utilization and fine tuning are preferred. Good knowledge
• of scripting languages (Python Ruby etc.) and experience working with configuration
• management tools (Ansible) is an added advantage.
• Experience in maintaining (or developing) Terraform & Ansible. Candidates who possess
• certifications in this area would be a strong advantage.
• Experience in automating infrastructure deployment and understands Infrastructure as Code.
• Knowledge of with DevOps techniques and Agile practices is an added advantage.
• Candidate with virtualization certifications is welcome but not mandatory.
• Self-driven & motivated tenacious problem solver will own issues until full resolution.
• Excellent communication and interpersonal skills fluent in both speaking and writing English.
• Ability to build and maintain relationships and work cross functionally and interact confidently across all channels.
• Ability to carry out tasks to a high standard with a strong eye for attention to detail and thorough approach to their work.
• Demonstrate strong analytical and problem-solving skills excellent judgement and possess a passion for continuous learning.
• Background in regulated companies a plus (financial institutions pharmaceutical healthcare or similar).
• Experience managing and working with MSP minimum of 3 years of experience leading diverse technical teams
• Working Hours Monday to Friday exclude Public Holiday. Production network changes will only be allowed
• during the window provided by business. Candidates should be prepared and flexible to work during non-business and extra hours when implementing the project or other supporting activities as required.

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex race age ethnic origin educational social and cultural background marital status pregnancy and maternity religion or belief disability or part-time / fixed-term work or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade job and location. We also allow for reasonable adjustments to support people with special requirements.