Job description

Department Overview
Global Shared Support (GSS) is a strategic 24x7x365 support organization responsible for providing Level 1 and Level 1.5 operational and technical support across multiple products and client environments, including EDM, EDMW, Debt Domain, WSO, ThinkFolio, DeltaOne, and RegOne.

The team plays a critical role in ensuring uninterrupted service availability, proactive monitoring, incident management, client support, and operational excellence across hosted and managed service environments.

As a global support function, GSS provides continuous coverage for client production environments, infrastructure monitoring, ticket management, implementation activities, migrations, upgrades, business continuity testing, and first-line support during UK and US regional holidays.

Role Summary
The Shift Manager will lead a team of support professionals responsible for providing Level 1 and Level 1.5 support across the EDM product suite and associated applications.

The role requires a strong combination of technical expertise, operational leadership, service management, client engagement, and people management. The successful candidate will serve as the primary escalation point for production issues, drive service excellence, manage critical incidents, ensure SLA adherence, and foster a high-performing support team within a fast-paced global environment.

Role Responsibilities

• Lead Level 1 and Level 1.5 production support across Gresham's EDM, EDM Insight, and EDMW platforms, ensuring operational stability across a 24x7x365 environment
• Proactively monitor production infrastructure including AWS services, server performance, disk utilisation, CPU, memory, network activity, and automated workflows to maintain system health
• Oversee and manage ETL jobs, Tidal schedules, Jenkins pipelines, and file processing activities, ensuring seamless execution and swift intervention when issues arise
• Own the full incident lifecycle — from identification and investigation through to resolution, escalation, and closure — ensuring all incidents and service requests are resolved within agreed SLAs
• Lead Major Incident responses, coordinating cross-functional teams, managing stakeholder communications, and driving timely resolution and post-incident review
• Conduct Root Cause Analysis (RCA) for critical incidents and produce detailed incident timelines to support continuous service improvement
• Serve as the primary operational point of contact for clients during incidents, providing regular progress updates and ensuring a consistently high standard of communication
• Prepare and present Monthly SLA and Operational Performance Reports, participating in service review meetings, CAB, and governance calls
• Ensure adherence to ITIL-aligned processes across Incident, Problem, Change, and Service Request Management
• Support hosted client implementations, migrations, platform upgrades, and onboarding activities, collaborating closely with delivery and technical teams
• Participate in Business Continuity Planning (BCP) and Disaster Recovery (DR) testing to ensure operational readiness at all times
• Create and maintain Runbooks, SOPs, Knowledge Articles, and operational documentation, identifying process gaps and driving improvements
• Contribute to the development of monitoring solutions and automation opportunities that improve efficiency and reduce manual intervention
• Lead, mentor, and develop your support team — managing shift planning, rostering, performance reviews, coaching sessions, and development conversations
• Build SME capability and succession planning within the team, fostering a collaborative, accountable, and customer-focused culture

Job Requirements
The ideal candidate will be an experienced Production Support or Managed Services leader with a proven track record of managing critical incidents, engaging confidently with senior stakeholders, and driving both operational excellence and team performance in a global environment.

• Strong Production Support or Managed Services background with 8–10 years of overall experience in Application Support, Service Desk, or similar operational environments
• ITIL-aligned Incident, Problem, and Change Management experience with a solid understanding of service management processes
• Intermediate SQL skills with the ability to write and troubleshoot queries in a production context
• Windows Server Administration (2012, 2016, 2019) including application and infrastructure monitoring
• Strong log analysis and technical troubleshooting capabilities with a structured, analytical approach to problem-solving
• Proven client-facing technical support experience with excellent written and verbal communication skills
• 3–4 years of people management experience, including leading teams within a 24x7 rotational shift environment
• Demonstrable ability to lead, coach, and develop technical support teams while managing escalations, shift planning, and performance
• Strong stakeholder and client relationship management skills with confidence engaging at senior level

Desirable

• AWS fundamentals across EC2, RDS, Route 53, VPC, Security Groups, VPN Connectivity, and Availability Zones
• IIS Administration, web hosting concepts, and networking fundamentals
• Experience with monitoring platforms, dashboards, and operational reporting tools
• Financial Services domain knowledge, ideally with exposure to EDM, EDMW, WSO, or related financial data applications

Equal Opportunities Statement
At Gresham, we are committed to building a diverse and inclusive workforce that reflects the communities we serve. We actively encourage applications from individuals of all backgrounds and are dedicated to providing a workplace where everyone feels valued, respected and supported.
We make employment decisions based on merit, skills and potential, and do not discriminate based on any protected characteristic. We are also committed to making reasonable adjustments throughout the recruitment process and employment lifecycle.