Global Support Lead

vor 3 Wochen

Zurich, Schweiz UBS Vollzeit

Switzerland - Zürich
- Information Technology (IT)
- Group Functions

**Job Reference #**
- 264918BR

**City**
- Zürich

**Job Type**
- Full Time

**Your role**
- Are you an expert when it comes to set up and operate a support unit working globally across several time zones? Do you have a track record of influencing senior IT stakeholders and business partners? Do you have proven ability to solve complex issues, covering both technical and business needs?
- We're looking for a Global Support Lead MCCS / Lead Site Reliability Engineer to:
- Communicate effectively and in stakeholder’s language on the state of the service “MCCS” at any moment of time
- Integrate on a rotation principle the SW engineers of the Crew MCCS to leverage the knowledge in regard of the changes, as well as supporting transferring back the learnings out of the service operation.
- Align with the standard support organization of UBS to achieve a closely coupled working model integrating the respective UBS segregation of duties policy
- Lead this topic as part of the MCCS Cloud Journey and driving the definition and later implementation of the respective working model.
- Establish this new offering as well as the corresponding team setup.
- Set up the required technology (tools, processes, etc.) to provide the predictive KPI to avoid later incidents but anticipating and healing them at an early stage.
- Responsible for the capacity planning and execution, as well as the technical change management incl. the SWCM tasks
- Exemplify the UBS values of leveraging the work of others and helping others be successful through your behaviors and actions

You and your team are responsible for the operational aspects as availability, latency, performance, efficiency, technical change management, monitoring, emergency response, and capacity planning of the platform MCCS. This covers as well the current SWCM role as known to UBS.

**Your Career Comeback**

**Your team**
- You'll be working in the MCCS team in Zurich. We understand our stakeholder’s problems and priorities and ensure a stable platform by providing accountability in our production support. Our aim is to connect clients to a best-in-class customer service for conversations that matter.
- Diversity helps us grow, together. That’s why we are committed to fostering and advancing diversity, equity, and inclusion. It strengthens our business and brings value to our clients.

**Your expertise**
- Ideally you have already the experience to guide a global support team with a follow-the-sun setup. It would be a major benefit if your experience is related to the telephony domain explicitly the platform Genesys.
- The following desired experience and skills will support your success in this role:
- Excellent coordination and communication skills
- Capable to understand and putting him/herself into the client position
- “Engineer by heart” and by this having the acceptance of the SW engineers
- Good understanding of how to scale Lean and Agile approaches / delivery models
- Good technical and process know-how and business understanding
- Ability to coordinate a team, nevertheless acting as a coach to the team

**About us**
- UBS is the world’s largest and only truly global wealth manager. We operate through four business divisions: Global Wealth Management, Personal & Corporate Banking, Asset Management and the Investment Bank. Our global reach and the breadth of our expertise set us apart from our competitors.
- With more than 70,000 employees, we have a presence in all major financial centers in more than 50 countries. Do you want to be one of us?

**How we hire**

**Join us**
- At UBS, we embrace flexible ways of working when the role permits. We offer different working arrangements like part-time, job-sharing and hybrid (office and home) working. Our purpose-led culture and global infrastructure help us connect, collaborate, and work together in agile ways to meet all our business needs.
- From gaining new experiences in different roles to acquiring fresh knowledge and skills, we know that great work is never done alone. We know that it's our people, with their unique backgrounds, skills, experience levels and interests, who drive our ongoing success. Together we’re more than ourselves. Ready to be part of #teamUBS and make an impact?

**Contact Details**
- UBS International Recruiting

**Disclaimer / Policy Statements**
- UBS is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce.

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