Job Description

JOB SUMMARY/ OVERVIEW

• Key Position that enables IT tools and ensures systems and Network Availability. Also is responsible for desktop support and IT Day-to-Day Operations.

• This position implies to involve with all Domestic Region and have communications with all Nearshore Region

• To provide internal and external IT customers with Sr. SME advice and design solutions for company desktop support needs.

• To manage the implementation of these solutions to ensure that they meet both their business requirements (whether in terms of cost, reliability, performance etc.)

• Project co-ordinates and implements tasks for business initiatives.

• Ensure compliance of proper patching, antivirus and apply mandated security initiatives.

• Authorize and monitor correct use of SW licensing and avoid installation of unauthorized Software on company HW.

• Manage the major incidents and the proper communication between 2nd level support team to restore service and operations in a proper manner and within the agreed service level agreements with the Operations and LOB's.

• Manage "Service Management" processes and maintain related effective communications with IT Operations, Customers and LOB's. • Analyze the Service Desk and 2nd level support processes to identify opportunities and promote improvements that increase the IT service delivery efficiency.

• Create and maintain collaboration relationships with the operations and LOB's to mitigate incidents impact to the business during the resolution process.

• Apply ongoing support surveys that measure the service levels offered in order to improve the IT services and increase customer satisfaction.

• Reinforce the IT Security standards within the organization.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• Coordinate and lead IT Technical teams to execute standard operating procedures including but not limited to IT Service Delivery and Desktop Support, Networking, Telecommunications, Systems and Infrastructure
• Execute IT Security practices dictated by Info Sec.
• Execute Day-to-Day IT operational needs.
• Execute IT Escalation process.
• Execute IT Technical Requests.
• Manage Technical infrastructure and resources for the MXD Market including, but not limited to, LAN, WAN, Desktop Support, Voice and Data links, Telephony Hardware and Software, Servers and Infrastructure, Active Directory and other systems. Project Management
• Manage updates on projects and customer expectations.
• Prepare and Lead Service Performance review boards and meetings with Customers.
• Escalate project delays and issues accordingly within the organization.
• Coordinate regular meetings between the customer and Teleperformance.
• Keep track and the minutes of every meeting with the customer.
• Ensure use of PM methodologies according to company procedures Problem Management:
• Participate with the communication and escalations of major incidents and identifying the root cause.
• Promote the Voice of the Customer in major problems and incidents within the Teleperformance Organization
• Regulate the progress of the problem resolution (root cause).
• Control the effectiveness of errors and making recommendations for improving it, guiding to the specialist in the process, advising them with good practices.
• Assure that the correct Problem and Incident management tools and techniques are used within the organization in the best interest of the customer. Technical account Management:
• Manage updates on projects implementations and comply customer expectations above 95% (KPIs).
• Prepare and Lead Service Performance review boards and meetings with Customers.
• Coordinate regular meetings between the customer and Teleperformance to reduce service failures.
• Keep tracking the minutes of every meeting with the customer.
• Architect and define new solutions to interface with customer systems or infrastructure for voice, data, and Infrastructure.
• Participate in business pursuits, customer meetings, and propose technical solutions for new business.
• Document all Teleperformance technology solutions and develop and maintain the IT service catalog and IT's service offering for customers.

Education and specific Training

• Bachelor's degree in systems, Information Technology or Computer Systems Engineering (MSC desired in Computer Systems or Data mining).
• 5-8 years in the technology area.
• 3 years minimum in-Service Management, service delivery roles and/or project management positions.
• 3 years minimum in customer facing situations or positions.
• Experience as sales Engineer as a plus of any technology

*Spanish 100% *English 90- Equivalent to IELTS (min B2 or C1 or C2 is a plus)

Work experience

• Minimum 3 years as Manager on teams of more than 10 individuals.
• ITIL Certification (at least practitioner level), qualified in Operations, IT Service Management and Continuous Improvement.
• PMP Knowledge (Certification as PMP is a plus).
• Microsoft knowledge (excel, project, power BI etc.).
• Process mapping (Visio, mega, etc.).
• Project Management methodologies (Agile, waterfall).
• Desktop Support or end user services.
• Should have both an interest in IT industry and technical aptitude.
• Basic .NET, JAVA or C++ skills and knowledge • SQL/Oracle Database skills desirable
• Desired knowledge of Telecom, VoIP, IP Recording, IVRs, dialers (outbound) and in general in contact center technologies such as Avaya, Aspect UIP, Genesys, Engage-Nice and other cloud telephony services available in the market.

Special Certifications

Certified in at least 1 of the following technologies and basic knowledge of 2 of the other ones: CISCO CCNA, PMP, ITIL essentials, ITIL v4, Microsoft MSCE, AVAYA, ASPECT, Unified IP, NICE, IEX, VMWare, PMP.

Once you select apply you must upload the following information:

1. C.V. Updated (Include CCMS ID and personal contact information)
2. Proof studies

Sign your application:

Feedback Letter: Should be sent by your líder via email with the subject: FL | Your name & BMS | IT to Lidia.Ramirez@teleperformance.com

3. No sanctions or action plans on the last 90 days