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Production Leader

Entry-level at Societe Generale

Production Leader

Entry-level at Societe Generale

  • LocationLondon, UK
  • Position levelEntry-level
  • Job period iconFull-time employment
  • Application deadline iconPosted on 13 Sep, 2018
  • Start date iconStart date:
  • Visa iconVisa Sponsor
  • CompetitiveCompetitive



People join for the impact they can have on us. They stay for the impact we have on them. A flatter structure offers visibility and exposure beyond that of our competitors, so you know our names, and we know yours. It's personable, human, and inspires success through passion. By encouraging open mindedness and a willingness to share ideas, we have adapted to market changes and thrived through innovation. Bringing words like “hard work” and “dedication” together with “community” and “respect” has enabled us to work collaboratively and build our future together. We call this Team Spirit and it's what makes us different. It's what makes you different


Description of the Business Line or Department
GTS is a transversal team providing IT infrastructure support across GBIS
Summary of the key purposes of the role
  • To work in a fast-paced pressurised environment taking an active management role in providing support & services to our clients
  • End to end responsibility of all user support production operations and services to ensure a seamless and consistent user experience
  • Ensure SLA targets/KPI’s are met & improve processes and look to take a proactive attitude
  • Manage and motivate the Level 2 support team within the Digital Workplace Services department
  • Establish and manage strategic operational relationships with multiple external stakeholders, ensuring continuous improvement of the end-to-end service
  • Create and manage reporting and analysis of cases, team performance, trends
Summary of responsibilities
Service Provision
  • Technical Lead for User Support teams
  • Provide training to the Level 2 teams on new technology being introduced
  • Implement solutions for day to day user incidents & requests.
  • First level of escalation for our customers and end users
  • Incident coordinator - managing the lifecycle (escalation, communication etc) of GTS Outages
  • Planning validation (eg. Moves, Projects, DR, etc)
  • Overseeing small projects and tasks assigned to the team
  • Involvement in the main GTS projects which have an effect on user support and/or our customers
  • Carry out any monthly controls assigned to them
  • Knowledge base documents to be created in assisting with new processes and technologies
  • Back up the team Manager
Staff Management
  • Manage and motivate the members of the team
  • Assist in commitment to staff through ensuring
    • All staff have Personal Development Plans
    • Appraisal process
    • Succession planning for key personnel
    • Management of Training for all Staff
  • Propagate all relevant information to the team
  • Delegate, follow-up and report on key subjects and projects
  • Assist on user support workloads to ensure service availability
  • Manage the team rota and ensure shifts/sites are resourced at an optimal level
  • Assist in the hiring process of new trainee’s and Staff.
  • Assist in developing the training plan for new trainees
  • Ensuring the team have time tracked weekly in the relevant tools
  • Planning and arranging sufficient staffing levels for any weekend related work
Business Liaison
  • Ensure that there is a good flow of information between the business lines (our users) and the support team & between the support team and the other IT skill teams
  • First level of Escalation for the business
Strategy and technical adherence
  • Ensure adherence to GTS standards and security guidelines through active enforcement.
  • Completion of personal daily time-tracking tool entries.
  • Coordination with Other EUS teams
  • Contribute to EUS strategic decisions and continual service improvement
Level of Autonomy and Authority
  • The recruitment of resources within the agreed baseline levels.
  • Appraisals
  • Training management
  • Escalation Management


  • Team leader/management experience
  • Excellent organisation and multi-tasking skills
  • Relevant Desktop Support Analyst experience
  • Windows Infrastructure fundamental knowledge and troubleshooting : server, network, Active Directory, DNS, DHCP
  • Support experience in a Financial / Investment Banking environment
  • Understands the ITIL framework (foundation level as a minimum)
  • Ms Office suite : Expert level for Excel, Basic level for Word, PowerPoint & Access
  • Excellent communication skills (verbal and written)
  • Have the ability to make decisions
Innovative skills to introduce new technologies/processes/tools to enhance our Digital Workplace Services
If you feel you have the required experience and qualifications, then please apply to the SG Resourcing Team, and we will manage your application. At Societe Generale, we believe our people are our strength and are core to the success of our business. As such, we search for, recruit and appoint the best available person on the basis of aptitude and ability, regardless of sex, marital or civil partnership status, race, colour, nationality, ethnic or national origins, pregnancy, disability, age, sexual orientation, religion, belief or gender reassignment.
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Job location

1-10 Bishops Square, London E1 6EG, UK