Technical Manager Systems Engineering and Administration
Technical Manager Systems Engineering and Administration
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Salary Not Disclosed
1 Vacancy
Job Description
GENERAL DESCRIPTION
Our client is the trusted BPO partner of wireline/wireless telecommunication broadband cable/MSO and satellite service providers. We offer solutions that range across all customer interactions and touchpoints and strive to take the complex and make it simple. STI operates in multiple call centers around the world consisting of thousands of agents and employees in a fastpaced dynamic and collaborative environment.
Responsible for the companys various enterprise systems environments and delivery of business applications and services manages multiple systems engineers and administrators within Center Of Excellence (COE) teams provides effective communications leadership training staff assessments balances workloads and task priorities evaluates performance metrics provides analysis and reports perform capacity & resource planning manages systems lifecycle and license administration coordinates with leadership technical and financial planning evolves business requirements into solutions and cultivates & maintains business relationship with vendors and customers.
Essential Job Functions:
Technical Expertise:
- Proficient in handling complex technical concepts use of software tools and technologies and strong in enterprise client/server and system engineering concepts and applications
- Understands diverse infrastructure systems & services within enterprise environments how they interconnect and the ability to deliver continued service
- Possess strong knowledge of diverse enterprise system environments client/server architectures endpoint solutions and various hardware & software compatibility requirements
- Experience in troubleshooting & resolving technical issues system processes and ability to understand and implement client requirements
- Ability to effectively discuss technical details and issues with technical professionals and nontechnical personnel
- Proficient in asset management and lifecycle strategies and procedures strategic asset and financial planning and hardware & software replacement planning and procedures
- Excellent working knowledge of hybrid cloud and onpremises environments server & endpoint hardware and software technologies and network & telecommunication systems
- Solid experience with Microsoft Active Directory domains & environments Azure & O365 administration & licensing and AWS environments
- Strong analytical skills to understand business processes and identify opportunities to improve processes through technology
Management Skills:
- Ability to communicate effectively with internal and external stakeholders contributors and business leaders
- Effectively manage customer and vendor relationships and accounts
- Understand business requirements and its relationship to IT solutions & service delivery project plans and budgets and leads project & resource management to ensure timeliness of deliverables
- Analyzes statistical data and trends reviews current and future functional business needs and recommends technology infrastructure upgrades improvements and changes
- Ability to effectively manage diverse technologies technical teams and staff to success
- Ability to manage multiple workloads and priorities provide clear direction and expectations to contributors and provide effective leadership to meet goals and objectives
- Perform effective time management delegate and allocate responsibilities efficiently
- Positively manage personnel and COE teams personnel conflict resolutions develop training and career enhancement plans manage staffing and shift requirements
- Ability to effectively communicate to stakeholders and manage teams and personnel during service impacting events to restoration gather & present factor impacting the business and provide improvement action plans
- Participate in IT strategies & planning with leadership teams
Leadership Skills:
- Effectively lead COE teams and inspire others to achieve goals through innovation quality and excellence instill excellence and the standards for others to follow and achieve
- Ability to identify and leverage the strengths and weaknesses of COE team members for successful deliverables
- Apply constructive resource management skills and ability to address complex and sensitive issues to a successful outcome
- Encourage COE team interactions and conversation engagement solicit feedback and ideas boost employee motivation and recognize personal and team contributions
- Ability to match project and task opportunities to teams and personnel to foster maximum development potential
- Foster and promote teamwork career progression training to improve skillset knowledge and contribution to the teams overall experience and success
Specific Competencies & Requirements:
- Working knowledge of compliance initiatives to include but not limited to PCI HIPAA and ITIL
- Possess excellent oral & written English communication skills
- Possess excellent problemsolving and organizational abilities
- Possess effective interpersonal skills
- Support IT Service Management (ITSM) and Information Technology Infrastructure Library (ITIL) philosophies and approaches
- Responsible for personnel and team management hiring practices and training within the COE teams
- Analyze team support service levels and performance statistics against customer support requirements to document attainment of service level agreements
- Ability to work independently and be results oriented
- Ability to effectively work with people from different disciplines with varying degrees of technical experience
- Ability to manage project implementation teams and individuals and monitor the deliverables of each team to ensure milestone and onbudget completion
Required Education and Experience:
- Bachelors degree in computer science or related field or related experience
- Minimum of five 5 years of experience within Information Technology
- Minimum three 3 years of handson experience with infrastructure environments hardware and software systems
- Experience in the most current technologies and products used in the industry
Employment Type
Full Time
