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Title:

Systems Support Lead

About KBR and the Project

KBR are a global technical solutions provider with 28,000 employees worldwide, with operations in 34 countries delivering to customers in 80 countries. KBR work collaboratively with their wide customer base to deliver solutions that strive to create a better, safer and more sustainable world.

KBR’s Estates Intelligence division specialise in enabling clients to make informed decisions about the operational and strategic management of their estates and asset portfolios, including the external supply chain retained to deliver asset management and maintenance services.

Estates Intelligence teams utilise the ‘6 As’ Methodology to deliver business benefit by deploying their ‘Viaverse’ platform to enable each A – aggregation, automation, assurance, audit, and analytics all to enable enhanced asset management across client’s portfolio.

About the Role

The team is looking for a Systems Support Lead with experience in leading a team to carry out day to day operations and provide 1st line and 2nd line support to consistently meet our client obligations. The role is responsible for the personal development of direct reports, internal and external stakeholder management, service transition, operational planning & reporting and working with suppliers to deliver the service obligations to KBR’s clients. Though the role is not hands-on, the role requires an appreciation of supporting systems hosted in the cloud and technologies and Microsoft technologies.

In-depth understanding and extensive experience in operating environments compliant with ITIL standards. Directing day-to-day operations according to KPIs and SLAs. Supervising workload of 5+ support analysts. Providing line management for Support Analysts, including performance reviews, training, and handling escalated queries. Adhering to tight deadlines for continuous improvement, conducting root cause analysis, implementing changes, and ensuring effective communication across the organization. Identifying process issues, providing feedback, and fostering strong relationships with internal and external teams. Monitoring ticket management and operational tasks. Planning and reporting operational activities. Overseeing acceptance of new or modified scope into service. Enhancing team quality and processes for continuous improvement and customer satisfaction

What We're Looking For

We're seeking candidates with expertise in managing operational environments and experience in managing a team. Candidates should excel in identifying process improvements, fostering relationships, and integrating new scopes into service. We prioritise individuals dedicated to continuous improvement and customer satisfaction in a dynamic environment.

Qualifications & Skills

Essential

• ITIL Foundation or Practitioner

• Experience in using Jira or similar tool to manage tickets raised by customers

• Hold held or are eligible to apply for Security Clearance to CTC level

Desirable

• Degree qualified in IT / Computer Science / Cyber Security

• Experience working within a Dev(Sec)Ops environment

Better, Stronger, Together

Our employees are the heart of everything we do. That’s why we’re dedicated to creating collaborative environments that transcend cultures and geographical boundaries, where all ideas, viewpoints and input are heard, respected, and considered.

Working at KBR means being rewarded for your contributions. In addition to competitive benefits and professional development, our people are empowered to use all their potential, creating meaningful change for themselves and our clients. We attract the best minds in the world because our expertise thrives on creativity, resourcefulness and collaboration. That is how we supply our clients with cutting-edge solutions and services.

INCLUSION AND DIVERSITY AT KBR

At KBR, we are passionate about our people, sustainability and our Zero Harm culture. These inform all that we do and are at the heart of our commitment to and ongoing journey toward being a more inclusive and diverse company. That commitment is central to our team of teams philosophy and fosters an environment of real collaboration across cultures and locations. Our individual differences and perspectives bring enhanced value to our teams and help us develop solutions for the most challenging problems. We understand that by embracing those differences and working together, we are more innovative, more resilient and safer.

We Deliver — Together.

KBR EQUAL OPPORTUNITY EMPLOYER STATEMENT

KBR is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.