Xerox

Job Summary:

The primary function of the role of the Night Shift Manager is to manage the day-to-day operational function of the Night Shift Team, in addition to managing high priority and highly technical infrastructure and networking support to clients at a third line technical level.

The Night Shift Engineers currently a 12-hour shift (7pm until 7am) with a 1-hour unpaid lunch break and on a 4-on-4-off basis amounting to 44 working hours per-week. The Night Shift Manager will initially work the same pattern as the engineers, however there is the potential to distribute the managers hours long term over 5 days to ensure the manager can work across all shift patterns. This will be discussed with the successful candidate.

The Night Shift are responsible for out of hours support to larger enterprise clients, distributed across several regional dayshift IT Support desks. This is in addition to monitoring, patching and maintaining vital client infrastructure.

At a technical level, the individual should be comfortable liaising with customers over the phone or email, providing clear and concise technical guidance while also performing service requests related to IT system infrastructure and networking. The successful candidate will also be able to respond to and take accountability for escalations, IT change requests, and proactive management of IT infrastructure through effective maintenance and monitoring.  

The Night Shift Manager needs to have a broad high-level ability and proven track record to work on server infrastructure and networking technology with the ability to work unsupervised across various capabilities including but not limited to VMware, Hyper V, Windows Server, Veeam, SonicWALL, HPE Aruba, and other MSP tools/applications.

The successful candidate must be comfortable with supervision of staff on their shift while working alongside the Head Data Centre and Infrastructure to drive continual improvement within the service.

Key Responsibilities:

• Respond to Client service requests and escalated service requests by providing remote server and infrastructure support within support agreement targets (SLAs)
• Provide monitoring and maintenance capability to clients, including patching of server and networking infrastructure.
• To act as a technical quality assurance gate for all team produced work.
• Be a point of escalation technically for issues within your team or customer base
• Proactively develop and identify areas of improvement in conjunction with the Head of Data Centre and Infrastructure, including efficiency and driving down ticket volumes.
• Drive proactive maintenance suggestions to client infrastructure with a view to improving overall system availability.
• Ability to switch between higher and lower-level infrastructure and service issues depending on the needs of the client.

Essential Skills:

Technical:

• A high-level understanding of IT and networking concepts.
• A high-level knowledge of server infrastructure and networking hardware.
• Active Directory to an advanced level.
• DNS, DHCP
• Extensive exposure and knowledge of VMware ESXi and Hyper-V Virtualisation platforms in standalone and clustered operation.
• Knowledge of storage topology including DAS and SAN systems, with familiarity of HPE storage solutions preferred. 
• Veeam Backup and Restore versions 12 and 13 including Cloud Connect as a service provider.
• Exchange (Standalone, Hybrid and Online) with general Microsoft 365 administration.
• Ability to plan, organise and adapt to changing job tasks within own role
• Strong analytical, logical, and troubleshooting skills
• Strong efficiency skills, with the ability to multitask in a fast-paced environment

Managerial:

• To guide and mentor direct reports within your team/shift. Hosting a minimum of monthly formal touch points with all direct reports.
• Proactively develop and identify areas of improvement in conjunction with the Head of Data Centre and Infrastructure, including efficiency and driving down ticket volumes.
• To perform in depth statistical analysis on KPIs, in conjunction with the Head of Infrastructure Operations where required

Dimensions and Future Opportunities:

• Xerox IT Services in the UK is an ambitious and fast-growing division of the Xerox Corporation.
• We are rapidly growing in breadth and depth of services, as well as geographical reach – with European expansion on the horizon.
• The competitiveness of our hardware and software offerings and our ability to form a close and effective partnership with our vendors and clients is key to maintaining strong sales engagement from our sales channels.
• This role will be crucial in informing the architectural formation of the team while championing the integrity and vision of future development within the infrastructure operations team.