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Main Aspects of Job:

  • Manage KBC’s infrastructure for the Americas, together with the other IT staff in the region
  • Undertake support and maintenance of KBC’s Global infrastructure with minimal supervision, and where appropriate start participating in the design phase of new infrastructure solutions and/or the enhancement of existing systems
  • Overall Site Management for Houston, Houston Datacenter, Calgary, Edmonton, and other KBC offices
  • Lead, manage, and direct the team to support all aspects of the IT Support Service, taking operational responsibility for the team, including workload management, appraisal, goals and training
  • Communicate effectively acting as a key liaison with customers, team members and colleagues
  • Responsible for own workload and keep others informed, highlighting potential problems and suggesting solutions to ensure continuity of service delivery
  • Promote and assist in the implementation of strategies, policies and procedures that seek to guide and shape the IT Support Service delivered by KBC
  • Budget and cost management for all Americas sites. Work with Head Of IT to set budgets, review actual spends and identify opportunities for cost savings
  • Undertakes all infrastructure activities efficiently, including new technical areas, analyzing and fixing assigned faults and systems testing

Main Roles and Responsibilities:

  • Management of IT Americas projects and of infrastructure – capacity management
  • Process review and system documentation.  Document key processes and systems in US sites, to include servers, networks and telephony, and record in IT workspace
  • Look for opportunities for consolidation of infrastructure to reduce costs and reduce cost of ownership
  • Monitor and update all tickets assigned to IT Americas team and individual in the Support Desk system, adhering to SLA targets
  • Undertakes thorough impact analysis of all assigned infrastructure activities and understands the impact of their work on infrastructure systems and the business.
  • Ensure line manager is kept informed of progress, issues and difficulties in an efficient manner
  • Undertake peer-to-peer reviews of colleague’s work
  • Supplying innovative ideas and suggestion for improvement in working practices, tool and technologies used by the team.
  • Work with direct line manager to improve skills and experience through formal training, mentoring and work assignments.
  • Ensure you are completely familiar with, and follow, relevant IT processes and procedures
  • Demonstrate a proactive approach in helping to mitigate risks, improve quality in an efficient manner and resolve issues that do occur
  • Support, troubleshoot, and resolve end user problems relating to Remote support, VPN and computer hardware/software issues
  • Create and maintain documentation to support all technology in the region and ensure change management is undertaken for all system changes
  • Participate in the rollout of new hardware/software, office expansions, new offices, etc as required
  • Proactive monitoring of all IT systems and make recommendations to management for technical and process improvements
  • Ordering and supplier management
  • From time to time, may be required to undertake assignments not directly covered by this role, as part of their personal development plan or to enhance the departmental capability
  • Responsible for design, support and evolution of the existing corporate network
  • Strategic technical planning to ensure systems will meet the future needs of the business needs of the company
  • Responsible for LAN and WAN security of all systems, including global firewall systems
  • Serve as a third level technical support resource to assist with complex technical issues and implementations
  • Articulate an IT perspective of key business strategy components
  • Identify trends and patterns from a large amount of business and IT information and demonstrate a broad perspective of the enterprise (the big picture)
  • Advise all areas of the enterprise on architecture concepts and principles
  • Develop and socialize strategic architecture strategies, standards and guidelines
  • Interact directly with IT experts to identify architecture challenges and opportunities and resolves architecture issues related to applications, programs and technology
  • Develop and document current and target state architecture diagrams and mappings
  • Identify opportunities and implications of the trade-offs between cost/performance, buy/build, outsourcing, etc
  • Offer enterprise architecture oversight of application and technology projects and programs
  • Provide architectural guidance and mentoring to multiple development teams
  • Deliver detailed design endorsement and serve as the technical design authority
  • Demonstrate ability to evaluate complex architecture problems resulting in appropriate decisions which factor in technical, business and organizational constraints
  • Any other duties as and when required

Position Requirements:

  • 5+ years in a commercial infrastructure environment
  • Enterprise systems support/infrastructure environment
  • Experience of providing IT support (1st, 2nd and 3rd tier) and the processes associated with it, ideally in a similar environment
  • Knowledge of computer hardware including servers, desktop PCs, laptops and mobile devices
  • Technical understanding of Networking and Hosting technologies and solutions
  • Experience of working with Cisco and other network technologies
  • Proven experience of supervising or managing and developing an effective team in a complex environment
  • Technical competence and proven troubleshooting skills to troubleshoot a multitude of hardware/software problems and to learn / adapt to new technologies
  • Excellent interpersonal and communication skills
  • Ability to work within a changing business and technical environment
  • Demonstration of high quality of technical ability / competence / productivity
  • Completion of work on schedule, within budget and achievement of planned margins
  • Development and maintenance of good relationships with clients providing customer satisfaction
  • Communication and Interpersonal skills (excellent English skills, both written and oral)
  • Ability to work well in team environment under supervision and willingness to assist others
  • Maintain a high level of utilization, self-motivation, and imitative
  • Be cost conscious and aware of personal contribution to company profitability
  • Proactive personal/technology development, professional attitude, and projection of professional company image
  • Microsoft accreditation (MCP, MCSE, or similar),  server operating systems, desktop operating systems, and back office product suite
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