Our client is a global IT services company. Job Description: ITO Team Lead – Job Description Role Summary Due to the nature of the work and the customers we support, the successful candidate must be eligible to meet UK Government and contractual personnel security requirements, including the applicable residency requirements for the role, and have the right to work in the United Kingdom. Some roles may also be subject to nationality requirements where these are necessary to meet UK Government or contractual security obligations. Please note this role will require on-site attendance 5 days a week. The ITO Team Lead provides technical and people leadership for infrastructure operations across our client-managed customer environments, managing team development, performance, workloads and contractual SLAs. They oversee cross-platform L2/L3 escalations, lead P1/P2 incident response and drive permanent fixes through problem management. They represent the team in customer engagements, service reviews and governance, aligning technical delivery with service management. Key Responsibilities Allocate work by skill, capacity and priority; ensure shift/on-call cover. Track SLAs/KPIs; escalate capacity and staffing risks to the SDM. Forecast infrastructure needs from utilisation; maintain configuration control. Analyse incidents, SLAs and recurring issues to improve services. Drive lasting fixes, current guidance, incident reviews and team-led efficiencies. Lead daily customer liaison, reviews and escalations; report transparently. Resolve cross-tower dependencies; share impacts and build stakeholder trust. Review changes for CAB; ensure approved windows and rollback plans. Coordinate transitions; confirm readiness and knowledge transfer before go-live. Verify recovery procedures and transition records meet testing standards. Oversee secure builds, patching and maintenance within approved timelines. Develop and approve automation; ensure team resources and escalate gaps. Meet cross-platform SLAs; manage queues, workloads and hands-on support. Own L2 escalations; diagnose root causes across infrastructure platforms. Lead P1/P2 triage, telemetry, rollback, liaison and lasting fixes across towers. Maintain complete, accurate change, incident, CMDB and access audit records. Coach staff through regular one-to-ones, service goals and feedback. Address skill and performance gaps early; agree training with the SDM. Build teamwork and accountability; onboard staff to tools and requirements. Required Skills
ITO Team Lead employer: Hackajob Ltd
JPMorgan Chase is an exceptional employer, offering a dynamic work environment where innovation and collaboration thrive. As a Lead Site Reliability Engineer, you will not only tackle complex challenges but also benefit from extensive professional development opportunities and a strong commitment to diversity and inclusion. Located in a global financial hub, you'll be part of a team that values your expertise and encourages a culture of continuous improvement and technical excellence.
