As a Sr. Manager of IT Operations, you will lead a high-performing team to ensure efficient IT service delivery, compliance, and support across Concentrix and client-owned infrastructure. Your strategic vision and detailed execution will foster a secure and innovative environment for our global technology services.
Responsibilities:
- Actively manage severity 1 issues, ensuring timely RCA review completion.
- Oversee daily ticket reviews to maintain adherence to SLAs and correct prioritization.
- Coordinate regular account meetings, ensuring compliance with IT and security standards.
- Ensure completion, addition, and modification of backup schedules are managed and monitored.
- Manage Tape inventory, ensuring weekly off-site transitions.
- Support new transitions with image and desktop readiness.
- Guarantee PCI and HIPAA compliance across IT security protocols.
- Implement security controls via Active Directory group policies.
- Conduct BCP tests and disaster recovery drills for IT infrastructure.
- Maintain system compliance with COPC and ISO 27001 standards.
- Provide L2/L3 support for network, server, and voice infrastructure.
- Lead SSAE activities and daily system validations.
- Ensure compliance through site hardening and validation checks.
- Continuously update images, documents, and maintain bandwidth utilization reports.
- Support service delivery with DNS/DHCP/File server management.
- Achieve high IT VOC scores through effective action planning.
- Complete all assigned, mandatory training within the timeframe provided.
- Conduct and/or participate in regularly scheduled 1:1 meetings with your direct manager and/or direct reports.
Qualifications:
- 15+ years of relevant experience in IT operations.
- Bachelor's Degree or equivalent; Postgraduate preferred.
- Preferred certifications: ITIL V3, MCSE, CCNA.
- Expertise in Windows server systems, network, and voice equipment.
- Deep understanding of ITIL framework and enterprise networks.
- Proven capabilities in problem and incident management.
- Experience with ticket resolution improvements using ITIL frameworks.
- Familiarity with ISO/IEC 27001, PCI compliance standards.
- Demonstrated flexibility and ability to deliver within tight timelines.
- Vendor management experience.
- Prior experience managing teams of 25-50 members.