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Main Aspects of Job:

Manage KBC’s infrastructure for the Americas, together with the other IT staff in the region.  In addition, 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.

Main Roles and Responsibilities:

  • Overall Site Management for Houston, Houston Datacenter, Calgary, Edmonton, and other KBC offices
  • Lead, manage and direct the Americas IT team to support all aspects of the IT Support Service, taking operational responsibility for the Americas IT team, including workload management, appraisal, goals and training
  • Communicate effectively acting as a key liaison with customers, team members and colleagues
  • Design and create structured documentation that deals with complex information and manage the configuration of documentation items and files, within own area of responsibility
  • Take responsibility 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
  • Maintain an in-depth knowledge of specific technical specializations and provide expert advice regarding their application
  • Management of IT Americas projects
  • Process review and system documentation.  Document key processes and systems in US sites, to include servers, networks and telephony, and record in IT workspace
  • 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
  • Look for opportunities for consolidation of infrastructure to reduce costs and reduce cost of ownership
  • Undertakes all infrastructure activities efficiently, including new technical areas, analyzing and fixing assigned faults and systems testing
  • Provide technical designs and guidance for other team members taking responsibility for the implications and impact of design decisions
  • 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 and/or Technical Team Leader are kept informed of progress, issues and difficulties in an efficient manner
  • Undertake peer-to-peer reviews of colleague’s work
  • Supply innovative ideas and suggestion for improvement in working practices, tool and technologies used by the team
  • Working 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
  • Monitor and update all tickets assigned to team and individual in the Support Desk, adhering to SLA targets
  • Take proactive steps to ensure the team tickets are being resolved promptly
  • 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
  • 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
  • Must be an expert of Microsoft desktop and networking operating systems Windows 7, 10, 2008, 2012, 2016 etc. Thorough knowledge of the Microsoft Office suite, with emphasis on Microsoft
  • Outlook when configured with Microsoft Exchange Server and Office 365
  • Must have direct experience with Active Directory and the associated user maintenance functions.
  • Must have extensive knowledge with Windows Server Operating Systems (2008/2012/2016) and associated server roles (DHCP, DNS, AD)
  • Mobile Device Management (MDM) Platform experience – experience of supporting mobile phones (iOS & Android)
  • Must have experience with Virtual technologies and relevant administration experience. (VMWare)
  • Microsoft System Center Configuration Manager (SCCM) Experience (desirable)
  • 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
  • Microsoft accreditation (MCP, MCSE or similar)
  • Enterprise system management software and tools
  • Server builds and hardware configuration
  • Enterprise class server hardware technology
  • Industry standard back office applications inc, Anti Virus protection and backup and restore
  • Ability to troubleshoot a multitude of hardware and software problems and to learn / adapt to new technologies
  • Ability to work within a changing business and technical environment
  • Occasional travel to other regional offices as needed
  • 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
  • Excellent 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
  • Be cost conscious and aware of personal contribution to company profitability
  • Proactive personal development and technology development

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