Engineering Lead

This is a remote position.

• To plan, direct and control the functions and operations of the Manila Engineering Team, in conjunction with the relevant Team Leaders based in Australia.
  
• Day-to-day management of the Shift Support functions.
  
• Ticket Management - ensure team members update their tickets at regular intervals.
  
• Change Management - Scheduling, Execution & Compliance - ensure that the formal Change Management process is adhered to and the team actions and completes all change requests in a timely manner and provides accurate supporting documentation.
  
• Responsible for the operation and compliance with the Event Management process, methods and techniques.
  
• Execution of the major incident management process and communications in accordance with the defined procedures.
  
• Collaborate with all services teams to drive continuous improvement and optimization.
  
• Ensure team members understand the requirements of their work and are equipped with the tools and training required for successful performance and effective decision-making.
  
• Effectively manage workloads to ensure they are equitable and appropriate to individual skill sets and levels.
  
• Effectively lead, develop, coach, and manage Manila employees and positively influence their progress toward successful results.
  
• Provide the escalation point for team members for the resolution of all related incidents and/or tasks during office hours and after hours.
  
• Contribute to and deliver improvements that support the continuous improvement of processes and controls within the team, adopting ITIL best practices.
  
• Motivate and lead the teams to achieve agreed timelines, SLA, and defined standards.
  
• Employee issues (including non-performance) are addressed effectively.
  
• Model the principles of security and Data3# Values in all aspects of work.
  
• Team Development Plans - complete and maintain staff development plans for the team using the Booth & Partners system.
  
• Highlight, plan and address any skill gaps through Team SIP Plans and Service Potential Report.
  
• Identify and escalate security risks using the relevant processes and systems.
  
• Knowledge across the team is documented and effectively transferred to Data#3 through knowledge documentation, operating procedures, and technical reports.
  
• Identify opportunities and create requests for the event team to implement event optimization, and automation, reducing routine, manual tasks, and false alerts.
  

• Uphold and adhere to Data#3's core values, guidelines, policies and procedures.
  
• Represent Data#3 in a professional manner and provide excellent customer service to our internal and external customers.
  
• You are required to perform your duties safely without risk to your own health and safety or the health and safety of others.
  
• You are required to be flexible to work in additional roles or capacities or take on additional or varied duties, as may be assigned to you, that you are skilled and capable of performing. Data#3 may alter your position, position description, position title, location and responsibilities in accordance with changing business needs and priorities.
  

• may be required to perform your duties off-site, including at customer, vendor/partner and supplier sites, which require, as a condition of entry, NBI.
  
• may need to do background checks from former employers.
  
• may be responsible for accessing internal and third party computer systems containing highly sensitive confidential corporate and personal information.
  
• may be engaged in capacities that require Data#3 to have the highest degree of confidence that you will perform your duties with a high level of honesty and integrity.
  

Requirements

• Industry Experience - 6+ yearsexperience in IT Managed Services within Operational management disciplines.
  
• Experienced in Incident Management and Response.
  
• Some supervision/team leadership experience in a Managed Service IT environment is preferable.
  
• Working Knowledge of security tools for protecting infrastructure, Networks, identity, information, and cloud.
  
• Proven knowledge & experience developing best practice ITIL aligned Operational frameworks and processes for managed service environments.
  
• Effective negotiation and problem-resolution skills to achieve win/win situations.
  
• Effective oral and written communication skills to ensure clear and accurate communication with all stakeholders.
  
• Relevant Tertiary or Diploma qualifications and industry certifications are mandatory (ie CCNA, MCP, ITIL V4)
  
• Must have Fiber Optic internet with at least 25 Mbps bandwidth
  
• Must have a backup desktop or laptop with the latest OS
  
• Must be able to work on a shifting schedule
  
• Must be amenable to work in-office as required
  
  

Benefits