Sr. Manager, IT Operations

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.