The IT Department is responsible for providing technology and support to enable fee earners and business services employees to operate efficiently both internally and with their clients. The IT department is comprised of two functions, Customer Services and Technology Services. These two functions work closely together with the shared goal of delivering strategic business value through the application of technology. IT operates as a global team with regional presence in most of our offices. Our centralised IT infrastructure is maintained and managed by Technology Services and Customer Services provides all business facing support and services.
Working in a DevOps like operating model, team leaders lead their teams to operate, maintain and constantly improve the firms applications within their domain.
Team leaders are the senior engineer within their domain and are responsible for ensuring the teams work is to appropriate quality, on time and on budget.
Proven experience managing, mentoring and running a technically focused 3rd line team.An appreciation for DevOps methods (communication, collaboration, integration & automation).Experience of managing internal and external senior stakeholders and third party support contracts.Working with Scrum, Kanban or Lean methodologies.Excellent written and verbal communication skills.Demonstrable development and/or scripting abilities.Commitment to supporting and maintaining solutions on an ongoing basis.Experience of working with large scale and complex applications.Experience of supporting production, pre-prod, test and dev environmentsMust be able to prioritise the tasks of the team, balancing both the support and development aspects of the role;Have strong organisational capabilities, managing expectations and raising exceptions to plan in a timely manner;A can-do, flexible attitude driven to ensure high quality delivery in a 24 x 7 x 365 environment.
Team Management Responsibilities
You will create and manage task plans for the team in-line with domain requirements using Jira, confluence and service now.You will ensure the team fulfils its ITIL process obligations including but not limited to; Incident, Problem and Change managementYou will ensure the team has up to date documentation and knowledge articles to cover the support and development of the teams systems and applicationsYou will have people management responsibility for their team, ensuring all HR policies applicable to staff are maintained for example executing and conducting the formal appraisal processIn conjunction with their manager, the job holder will agree: the objectives for the teamany overtime or long term absencesresource and training requirementsthe personal development plans for the team Create and manage task and time plans for the team to ensure appropriate cover is in place for holidays, sickness and other absencesAssesses and analyses release components. Provides input to scheduling. Ensures release processes and procedures are maintainedEnsures that incidents and requests are handled according to agreed procedures. Ensures that documentation of the supported components is available and in an appropriate form for those providing support.Initiates and monitors actions to investigate and resolve problems in systems and services.Assists with the implementation of agreed remedies and preventative measuresInvestigates and coordinates the resolution of potential and actual service problems. Assists with the implementation of agreed remedies and preventative measures.Liaises with third-party support servicesMaintains and updates Knowledge Base articles and system documentation whenever required particularly during/after system updatesProvides reports and proposals for improvement to specialists, users and managersResponds to requests for support by providing information to enable incident resolution and promptly allocates unresolved calls as appropriateReviews system software updates and identifies those that merit action. Ensures all products are patched in accordance with security and vendor policies.Takes ownership of raising risks and providing mitigations and action plans where appropriateFacilitates the development and test of adhoc and emergency fixes into Production
Freshfields is an equal opportunities employer and all applications received by the firm will be considered by the firm on the basis of their merit alone and we welcome applications from all suitably qualified individuals regardless of background. All offers of employment will be conditional on the candidate having/securing the right to work in the UK and providing the firm with evidence of that right (as required by the Immigration, Asylum and Nationality Act 2006) prior to employment commencing. Please note that, in line with the requirements of the UK Border Agency, non-EEA candidates may not be appointed to a post if a suitably qualified, experienced and skilled EEA candidate can fill the position.
Freshfields is a Ban the Box employer. We ask applicants to disclose criminal convictions only when a conditional job offer is made. A conviction does not automatically lead to withdrawal of the offer: we make decisions on a case by case basis and take a number of factors into account (e.g. the role you are applying for and the circumstances of the offence). You would have the opportunity to discuss the matter with us before we make a decision.