Implementation Support Manager

WPP is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients and communities.

Working at WPP means being part of a global network of more than 109,000 accomplished people in 110 countries. We create transformative ideas and outcomes for its clients through an integrated offer of communications, experience, commerce, and technology. WPP and our award-winning agencies work with most of the world's biggest companies and organisations – from Ford, Unilever and P&G to Google, HSBC, and the UN. 

GroupM is the world’s leading media investment company responsible for more than $63B in annual media investment through agencies Mindshare, MediaCom, Wavemaker, Essence and m/SIX, as well as the outcomes-driven programmatic audience company, Xaxis and data and technology company Choreograph. GroupM’s portfolio includes Data & Technology, Investment and Services, all united in a vision to shape the next era of media where advertising works better for people. By leveraging all the benefits of scale, the company innovates, differentiates and generates sustained value for our clients wherever they do business. 

WPP IT provides IT services for WPP, the world’s largest communications services group. As a creative transformation company, WPP is helping its clients transform the future through extraordinary work. WPP IT is an integral part of that journey and we are proud to provide technology for some of the world’s most creative brands.

The GroupM IT team in WPP IT are the technology solutions partner for the GroupM group of agencies and are accountable for co-ordinating and assuring end-to-end change delivery, managing the GroupM IT technology life-cycle and innovation pipeline. 

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Position Overview

We are seeking a enthusiastic and experienced hands-on Support Manager to play a critical role in ensuring the stability, performance, and reliability of our Investment data platforms. This is a unique opportunity for someone who enjoys a blend of technical expertise and management responsibilities. You will be deeply involved in the day-to-day operations of the platform while supporting end users and working with in-house and partner technology teams.

3 best things about the job:

1. Being the proxy to business and working in the technology group, you get to play an influencing role on how technology solutions can, not only meet the business needs but also shape the way business operates.
2. You get to work on various types of data solutions built upon the latest Microsoft Azure Data Technology Stack.
3. Worldwide exposure as you get to work closely with the extended GroupM Technology team at the regional and global level.

What your day job looks like

• Troubleshoot first- and second-level technical issues raised by local markets and regional users
• Priorities issues and provide immediate workarounds to critical ones as far as possible
• Attempt to analyze the root cause of all problems and either provide the end users with a solution, workaround, or escalate the issue to the third-level off-shore support team
• Verify, manage, track and regularly communicate the status of issues reported between the user base in the region and the support team
• Perform data profiling, verification and analysis
• Monitor server activities, resource utilization and general health of the systems, as needed
• Collaborate with the off-shore DevOps team to implement new releases and changes in all environments
• Communicate new releases and changes to local markets according to the Change Schedule
• Participate and support user acceptance testing, as needed
• Maintain application usage dashboard
• Build end-user training materials and operational guides
• Conduct training sessions to local admin users

Experience & Skills

Required

• Hands-on application support experience in solutions built in Microsoft technology
• Ability to write moderately complex SQL query statements for data analysis and profiling
• Hands-on experience and knowledge on how data interface and integrate between multiple systems such as sFTP, Blob, ETL artefacts, etc.
• Experience in using various troubleshooting tools and methods such as event viewer, analyzing of log files, etc.
• Experience working with enterprise BI tools such as Tableau, Power BI
• Experience of ITSM processes and tools, including incident management, problem management, change management, knowledge management, and service request fulfillment.
• Ability to work to deadlines and manage multiple concurrent tasks while maintaining accuracy
• Self-starter with positive and proactive attitude
• Ability to rapidly learn new IT systems and tools
• Good problem-solving skills
• Customer-centric mindset

Desirable

• Well versed in data warehousing concepts
• Knowledge on data modelling – relationship and dimensional
• Experience in media or advertising industry
• Experience practising Agile methodology
• Experience in one or more of these: Microsoft Stored Procedures, SSIS, SSAS, .NET C#, Azure Data Technology stack
• Basic networking knowledge (such as ping, telnet, nslookup, etc.) and experience troubleshooting network connectivity issues
• Basic Windows Active Directory knowledge (such as account expiry, account locked-out, etc.) and experience troubleshooting Windows Authentication issues

Qualifications

Minimum qualifications:

• Tertiary qualification in Computer Science or a relevant discipline such as Information Technology, Computer Engineering, Data Analytics, etc.
• 3 years of full-time professional experience in an IT Service Management role

Who you are:

You're open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are accepting: of new ideas, new partnerships, new ways of working.

You're optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.

You're extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.

What we'll give you:

Passionate, inspired people – We promote a culture of people that do extraordinary work.

Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.

Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?

If this role hasn’t captured your interest, that’s ok! Would you consider sharing your opinion?
  
At WPP, we’re always trying to improve our hiring process, so your feedback is appreciated. Don’t worry, all responses will not influence any future applications that you may make. 

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WPP is an equal opportunity employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability. We believe in creating a dynamic work environment that values diversity and inclusion and strives to recruit a diverse slate of candidates to help us achieve that goal.

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