One IT - Workplace Operations Technical Lead APACFlexible

The Opportunity

WSP is a global leader in engineering and professional services. We pride ourselves on delivering innovative solutions to our clients and maintaining a robust IT operation to support our employees worldwide. WSP's vast global network is today comprised of over 1,000 offices, 29 data centres, 1,300 data circuits, and is used by over 65,000 users.

To ensure the efficient operation of WSPs internal Workplace services in the APAC Hub, we are seeking a talented and experienced Operations Specialist. This role will be part of the IT Operations team and report to the IT Infrastructure Operations Manager in the designated Hub. 

The overall team is dedicated to supporting IT infrastructure operations which includes network, compute, cloud, and workplace systems and services. You will manage and maintain all aspects of Workplace operations with a primary focus on the services within the designated Hub.  

Your new role, what's involved? 

Related to Workplace services and infrastructure: 

• Acting as a senior agent representing all operational activities. 
• Mentoring and providing oversight, coaching, and training to technical support staff. 
• Guiding team members with troubleshooting technical issues. 
• Supporting the specialists to manage, monitor, and tune overall service performance, stability, and security. 
• Contributing to all operational activities as needed. 
• Oversight and support of all related service supplier and/or manufacturer activities. 
• Be the point of contact when it comes to technical escalations. 
• On-board new technical support team members. 
• Monitor service performance and report on metrics. 
• Establish work specifications and technical direction. 
• Actively work with the Build and Service Excellence teams to stay informed on service improvement opportunities, regulations, trends, emerging technologies, and best practices. 
• Participate in a follow-the-sun model to ensure global support. 
• Participate and collaborate in implementing redundant systems, policies, and procedures for business continuity. 
• Participate and collaborate in implementing new requirements and/or new services. 
• Participate and coordinate the work associated to preventive maintenance. 
• Ability to provide on-call support and extended working hours when called on and willingness to accept periodic rotation. 

We'd love to hear from you if you have: 

The ideal candidate would meet all, or most of the below criteria: 

•  Bachelor’s degree in information technology, Computer Science, Engineering, or related field. Master’s degree an asset. 
• At least 8+ years of relevant and practical experience in a Workplace operations role and technical leadership. 
• Advanced in-depth and broad knowledge of Workplace services and infrastructure.  
• Vendor certifications are not a requirement, proven practical experience is preferred. 
• Experience working in large/global enterprise IT with multiple distributed branch/campus sites. 
• Experience of working within ITIL aligned Service Management organisation. 
• Knowledge of the core Microsoft services: 
• Active Directory 
• Exchange and Exchange Online 
• Teams and SharePoint 
• Practical knowledge of Microsoft 365 applications and services, including Intune and MDM. 
• Knowledge of Microsoft Endpoint Configuration Manager. 

 Skills/competencies:

• Excellent written and spoken English is required.  
• Competency in one of the Asian (Chinese preferred) languages is an asset. 
• Excellent interpersonal and communication skills, able to interact with all layers of management, across Hub and workstream boundaries. 
• Able to serve as a strategic advisor and contribute to overall IT service performance. 
• Can translate complex business and technical needs into objectives and deliverables. 
• Ability to work independently across multiple areas with general business direction, as needed. 
• Strong ability to lead, coach, and mentor employees at all levels. 
• Strong organizational and project management skills, with excellent documentation abilities. 
• Excellent analytical and diagnostic problem-solving skills with the ability to provide solutions to highly complex problems. 
• Demonstrated experience in understanding and demonstrating compliance with information security requirements. 
• Knowledge and experience in performing information security practices in the management and delivery of infrastructure and operations. 

About WSP

WSP is one of the world's leading engineering professional services consulting firms, bringing together approximately 4,500 talented people across 14 offices in Australia. We have committed to halving the carbon footprint of our designs and advice by 2030. Our sustainable solutions and Future Ready™ projects will help societies grow for lifetimes to come.

WSP prioritises the health and well-being of our people by offering flexible working, 12 months of parental leave, opportunities for global mobility, purchased additional leave, and competitive remuneration among many more benefits designed to help you shine. We are committed to providing an inclusive, diverse and equal-opportunity workplace. We promote Indigenous voices and are actively delivering a ‘Stretch’ level Reconciliation Action Plan. Accredited by the Workplace Gender Equality Agency as an Employer of Choice, we also support the LGBTQI+ community and encourage all employees to bring their whole selves to work.

To express your interest in this position please apply with your resume and a short cover note outlining your interest and how you feel you can meet the criteria.

Please note that the location for this position may be based anywhere in Australia.