Senior Business Systems Support Supervisor - Liverpool, United Kingdom - Princes

Princes

Verified Company

Liverpool, United Kingdom

4 weeks ago

Posted by:

Tom O´Connor

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About Princes

The Princes Group has over 7,000 employees with offices and production sites in the UK, Netherlands, Italy, Poland, France and Mauritius. Princes manufactures 350 different food and drink products responsibly sourced and enjoyed by consumers every day. None of this would be possible without striving to be an employer of choice, where our colleagues are proud to represent our business.

Role Description
Job Purpose

Reporting to the Head of IT
Service Delivery, this role will have responsibility of the daytoday management of the 2nd line support team, ensuring the best possible service is offered to the business when dealing with 2nd line support and security issues, following defined ITIL processes.
Support the Infrastructure & Operations Manager to ensure a professional and customer focused ethos within the 2nd line Team.
Provide 2nd line technical & SOC support as required to meet support demands.
Liaise with all users of IT systems within the group and with third party service providers, dealing with escalations and working with service providers to drive value in service provision.

Dimensions

4 direct reports
IT Support of all UK, European, Mauritius sites 1 head office, 11 manufacturing sites, European commercial offices, multiple 3rd party logístical sites.
Internal contacts will include members of the organisation at all levels, given the support element of the role.
External contacts will include representatives from our key technology partners who provide equipment, service and support.

Key Responsibilities

Management of the 2nd Line Support function
Ensure ITIL processes are followed across the function.
Incident Management escalated Incidents managed within guidelines and defined SLAs
Problem Management defects recorded, and problem management process followed to resolve open defects.
Change Management all change managed within the change management process
Security Operations Centre (SOC) Responsibilities
Manage teams' responsibilities within the SOC framework covering all core functions
Identify, Protect, Detect, Respond and Recover
Ensure cyber security events, alerts and incidents are investigated efficiently and acted upon within operational agreements.
Monitor procedures to ensure compliance / security / governance with Internal Controls.
Work closely with the Service Desk & 3rd Line / Project teams so new and updated services are transitioned effectively with a security first approach.
Maintain the 2nd line support rota to ensure all out of hours support is covered and workload prioritised amongst team.
Produce regular Management Information.
Ownership of the continuous improvement of the function, across support, SOC, knowledge transfer and documentation.

2nd Line Support

There will be a requirement to provide technical support along with the line management responsibilities in the following areas.
Windows Server / W10

Microsoft 36

Supplier Management

Engage with third party suppliers of equipment and software in the provision of 2nd line support
Manage day to day escalations
Attend supplier service reviews as required.

Manage/Develop Team

Ensure that the 2nd line team is appropriately recruited, trained and managed to be able to effectively and safely deliver their tasks, ensuring first class IT Support to the business. This includes where appropriate managing and developing team members in line with Prince's guidelines on performance management.
Conducting appraisals, setting goals and objectives, managing team administration
Weekly 11s to support development of our people.
Lead and encourage the continuous improvement of team processes and procedures.

Role Requirements