Lead Engineer Technology Command Centre

We are M&G Global Services Private Limited (formerly known as 10FA India Private Limited, and prior to that Prudential Global Services Private Limited). We are a fully owned subsidiary of the M&G group of companies, operating as a Global Capability Centre providing a range of value adding services to the Group since 2003.

Our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions. 

Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long-term investment and savings solutions.

M&G Global Services has rapidly transformed itself into a powerhouse of capability that is playing an important role in M&G's ambition to be the best loved and most successful savings and investments company in the world.

Our diversified service offerings extending from Digital Services (Digital Engineering, AI, Advanced Analytics, RPA, and BI & Insights), Business Transformation, Management Consulting & Strategy, Finance, Actuarial, Quants, Research, Information Technology, Customer Service, Risk & Compliance and Audit provide our people with exciting career growth opportunities. Through our behaviours of telling it like it is, owning it now, and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent.

Accountabilities/Responsibilities

The Role: The Lead Engineer Technology Command Centre Specialist is responsible for managing a team that  monitors and manages our IT infrastructure & application operations to ensure the availability and performance of business critical platforms. This role requires a proactive approach to incident management, effective communication during bridge calls, and collaboration with various support teams to drive timely resolution of incidents. The successful candidate will have experience leading a team working with monitoring and observability tools like SolarWinds, AppDynamics, Dynatrace, Splunk etc.  to maintain optimal system performance, .

This team will support our UK and India business with extended support for Asia Pacific regions. This means working flexible hours in a 24/7 model to meet our business needs. A key requirement will be to ensure the team is rostered such that our business needs are met around the clock while also allowing each team member to maintain a healthy work-life balance which is crucial for our overall productivity and job satisfaction.

Knowledge, Skills, Experience & Educational Qualification

We always support colleagues to develop their skills but to be successful in this role the following will be required:

• Team Management: lead the Command Centre operations team in terms of 24x7 end-to-end monitoring, major incident management, rapid response to major incidents and driving of root cause analysis for both reactive and proactive problem management. Ensure effective performance management and motivation of team members.
• Incident Management: Quickly respond to and manage IT incidents, ensuring minimal impact on operations. Lead bridge calls, coordinating efforts among support teams and stakeholders to drive resolution.
• Alert Monitoring: Monitor system alerts using observability tools. Analyse and interpret alerts to identify root causes and troubleshoot issues.
• System Performance: Collaborate with infrastructure & application teams to ensure high availability and performance of systems. Proactively address potential issues before they impact business operations.
• Reporting: Generate regular reports and metrics related to system performance, incident response times, and overall infrastructure health.
• Coordination and Communication: Act as a central point of communication during incidents and publish regular updates to all relevant stakeholders during incidents.
• Continuous Improvement: Identify opportunities for process optimisation and leveraging AI & automation tools to drive higher availability of applications and reduce the time to restore service in case of incidents. 
• Communication and engagement: Strong interpersonal skills for working with cross-functional teams to support the command centre objectives effectively. Applicants must be fluent in both verbal and written English to communicate with our business users and stakeholders.

You need to be this kind of person

• Passionate about leading a highly motivated team to drive business outcomes
• Able to work and learn quickly in a fast paced, fun and dynamic environment
• Curious to learn and develop your own technical skills
• Able to both collaborate and move as a team but also be self-motivated and deliver results independently when required.
• Able to take ownership of issues, tasks and solutions managing them from inception to conclusion. Whilst working within the audit and governance frameworks.
• Ability to challenge and speak up in discussions with colleagues of all levels

Educational Qualification:

• Bachelor's degree in science, Information Technology, Computer Science, or related field preferred.
• Basic Cloud certifications would be an added advantage
• Experience: Overall 7+ years of technology work experience with a minimum of 3 years plus in a team lead  role involving infrastructure & application monitoring and incident management.
• Technical Skills:
  • Proficiency in using monitoring and observability tools such as SolarWinds, AppDynamics, Dynatrace, Splunk or similar platforms.
  • Strong analytical skills with the ability to interpret alerts and identify underlying issues.
  • Experience in running bridge calls and leading incident resolution efforts.
• Soft Skills:
  • Excellent communication and interpersonal skills.
  • Excellent team management skills.
  • Strong analytical & skills and attention to detail.
  • Ability to work effectively in high-pressure situations.

M&G Behaviours relevant to all roles:

Tell it like it is: Respectfully speaking up to create better ways forward – both direct and empathetic

Own it now: Putting your name on things with confidence to drive progress and results quickly

Move it forward together: Forming cross functional teams to seize the right opportunities and solve real problems

…………With CARE and INTEGRITY………………………………………………………...

We have a diverse workforce and an inclusive culture at M&G Global Services, regardless of gender, ethnicity, age, sexual orientation, nationality, disability or long term condition, we are looking to attract, promote and retain exceptional people. We also welcome those who take part in military service and those returning from career breaks.