British CouncilHiring for Manager Technical Delivery at Noida, Uttar Pradesh Full Time

Location: Noida, South Asia, IN

Company: British Council

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language.

We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK.

These connections lead to an understanding of each other’s strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

Job Title: Technical Delivery Manager

Purpose of job:
Responsible for the day to day delivery of one or more IS business services including the delivery of service support processes, provision on advice on the best use of the service/s and the Management of all supporting technical services. Provides Technical support on Network and Wintel Infrastructure.

The purpose of Global Information Services (GIS) in the British Council is to partner with the business in order to make effective use of Information in all its forms across the organisation. GIS has accountability for enabling the full life-cycle of information for the whole of the business.

Role context

Supports Service Manager in ensuring that the service delivery meets the agreed service levels and that the catalogue of available services is up to date, as well as in establishing and maintaining operational methods, procedures and facilities in assigned area of responsibility. Helps to diagnose service delivery problems and supports Service Manager in initiating actions to maintain or improve levels of service

Main opportunities/challenges for this role

Accountabilities, responsibilities and main duties:
Maintains knowledge of specific technical specialisms, provides detailed advice regarding their application and executes specialised tasks. The specialism can be any area of information or communication technology, technique, method, product or application area.

Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information. Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.

Assesses, analyses, develops, documents and implements changes based on requests for change.

Initiates and monitors actions to investigate and resolve problems in systems and services. Assists with the implementation of agreed remedies and preventative measures.

Receives and handles requests for support following agreed procedures. Responds to requests for support by providing information to enable incident resolution and promptly allocates unresolved calls as appropriate. Maintains records and advises relevant persons of actions taken.

This post will fall in the Infrastructure Service Line which primarily supports technical services in all British Council offices worldwide.

Our infrastructure currently utilises the following key areas of functionality:

Knowledge of Networks (Router and switches).

Knowledge of Active directory, 2008,2012, 2016 servers and DNS.

Knowledge of network firewall (Baracudda and Cisco)

Responsible to co-ordinate between network vendor and local BC sites of Network changes.

Managing delivery of the Service Management processes for the service line

Change Owner as required within the Service Support processes

Providing consultancy inputs to our business and others in relation to change programmes, for the service line.

Responsible for troubleshooting issues during and post upgrade.

Responsible for updating DNS check issues on servers

Responsible for update site after switchover of networks where necessary.

Responsible for ensuring any necessary project documentation is kept up to date.

Responsible for ensuring all assets are registered in the CMDB post upgrade.

Qualifications

Any graduation degree or Professional qualification or experience equivalent to administrating any IT system.

ITIL Foundation level

DevOps Foundation

Role specific knowledge and experience

Problem Solving, Presenting Technical Information, Process Improvement, Application Support and administration.

User support skills – Receives escalated problems and gathers further information to resolve or escalate to other support channel, resolves complex problems to maintain underlying business process

Ability to work in a fluid business environment and adapt to changing priorities.

A pro-active approach and proven track record of taking ownership and facilitating change.

Have proven experience in administrating and supporting IT systems, preferably in a global, corporate environment.

Demonstrable experience, in large complex international organisation of:

Technical Support (Networks infrastructure, Wintel Infrastructure)

Service Delivery

Further Information

Pay Band – 7

Contract Type – FTC , 18 Months

Department/Country- GIS/ India – Noida

Closing Date (Time) – 17th May 22 (IST -23:59)

A connected and trusted UK in a more connected and trusted world.

Equality , Diversity, and Inclusion (EDI) Statement

The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

The British Council is committed to safeguarding children, young people and adults who we work with.

We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.

Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you have any problems with your application please email askhr@britishcouncil.org

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.